Shipping policy

SHIPPING POLICY

Effective Date: January 1st, 2026

Vilona Onyx (“Vilona Onyx,” “we,” “us,” or “our”) operates https://www.vilonaonyx.com (the “Website”).

By placing an order through the Website, accepting an invoice, or purchasing directly from Vilona Onyx, you agree to this Shipping Policy. This policy is intended to clearly explain our shipping, freight, delivery, inspection, damage-reporting, and return-shipping procedures.

This Shipping Policy should be read together with our Terms of Service and Refund Policy.

1. ORDER AVAILABILITY

All orders are subject to product and material availability.

We make reasonable efforts to maintain accurate inventory information. However, inventory discrepancies, duplicate purchases, damage discovered during final inspection, or other availability issues may occasionally prevent us from fulfilling an order.

If an item is unavailable after an order is placed, we may:

Contact you to discuss an alternative product;
Offer to hold the order until replacement inventory becomes available;
Ship the available portion of the order with your approval; or
Cancel and refund the unavailable portion of the order.

Because many Vilona Onyx products are one of a kind, an identical replacement may not be available.

2. ORDER PROCESSING

Most in-stock products eligible for standard parcel shipping are prepared for shipment within approximately two business days after cleared payment.

Large products, freight shipments, custom crates, white-glove deliveries, and hand-delivered orders may require additional preparation and scheduling.

Custom, made-to-order, modified, or commissioned products will be shipped according to the estimated schedule provided in the applicable proposal, invoice, or order communication.

Processing and delivery estimates are good-faith estimates and are not guaranteed unless Vilona Onyx expressly guarantees a date in writing.

Our normal business days are Monday through Friday, excluding federal holidays and other days on which our facility or carriers are closed.

3. SHIPPING METHODS

Depending on the size, weight, fragility, value, and destination of the product, orders may be delivered through:

USPS;
UPS;
FedEx;
Another parcel carrier;
A freight carrier;
A specialty furniture or art carrier;
White-glove delivery;
Local delivery; or
Vilona Onyx hand delivery.

Vilona Onyx will determine the shipping or delivery method reasonably appropriate for the product unless a different method is approved in writing.

4. SHIPPING COSTS

Some products may include complimentary shipping. Other products will have shipping charges calculated during checkout or quoted separately.

Shipping charges may be based on:

Product dimensions and weight;
Delivery destination;
Residential or commercial delivery;
Required insurance;
Crating and packaging;
Freight classification;
Inside delivery;
Liftgate service;
White-glove service;
Stair carries;
Remote-area delivery; and
Other special delivery requirements.

For ordinary parcel orders, the shipping charge displayed and accepted at checkout will generally be the final shipping charge.

Freight, white-glove, oversized, remote-area, international, and hand-delivered orders may require a separate shipping quote.

Additional charges may apply when inaccurate delivery information is provided or when the customer requests services not included in the original quote.

Any mandatory shipping or delivery charges imposed by Vilona Onyx will be disclosed before the customer becomes obligated to pay them.

5. DOMESTIC TRANSIT ESTIMATES

After dispatch, standard domestic parcel shipments generally arrive within approximately two to seven business days.

This is an estimate only. Carrier delays, severe weather, holidays, remote destinations, service interruptions, and other circumstances may affect delivery.

Freight, white-glove, specialty, and hand-delivery timelines vary by destination and carrier availability. An estimated delivery window will be provided when reasonably available.

Processing time and transit time are separate. A carrier’s transit estimate begins after the carrier receives the shipment.

6. INTERNATIONAL SHIPPING

International shipping availability depends on the product, destination, carrier, and applicable import restrictions.

International transit times vary significantly. Customs inspection, import processing, brokerage, local delivery services, and destination-country requirements may extend delivery beyond the carrier’s initial estimate.

Unless Vilona Onyx expressly states otherwise in writing, the customer is responsible for:

Import duties;
Customs charges;
Brokerage fees;
Value-added taxes;
Destination-country taxes;
Local processing fees; and
Other government or carrier charges associated with importing the order.

Vilona Onyx is not responsible for delays caused by customs authorities or the customer’s failure to pay required import charges or provide requested documentation.

International shipping charges and import-related fees are generally nonrefundable.

7. FREIGHT AND OVERSIZED PRODUCTS

Large, heavy, fragile, or high-value products may be shipped through a freight or specialty carrier.

Freight products may be protected with custom padding, pallets, wood crates, or other specialized packaging.

Unless expressly included in writing, freight delivery does not include:

Installation;
Electrical connection;
Wall or ceiling mounting;
Structural modifications;
Assembly;
Removal of existing furniture;
Removal or disposal of packaging;
Stair carries;
Crane or lift services; or
Movement beyond the service level stated in the delivery quote.

Curbside freight service generally means delivery to the curb or another accessible exterior unloading location. It does not automatically include movement into the home or final placement.

White-glove and inside-delivery services are included only when specifically stated in the order, invoice, or delivery confirmation.

8. DELIVERY ACCESS AND CUSTOMER RESPONSIBILITIES

Before purchasing a large product, the customer is responsible for confirming:

Product dimensions;
Doorway clearance;
Hallway clearance;
Staircase clearance;
Elevator dimensions and weight capacity;
Loading-dock requirements;
Parking and unloading access;
Wall, ceiling, and floor suitability;
Required building authorization; and
Any installation or electrical requirements.

The customer must provide a correct delivery address, current telephone number, and current email address.

The customer or an authorized adult must be available to receive any shipment requiring an appointment or signature.

Additional charges caused by the following may be charged to the customer:

Incorrect addresses;
Missed delivery appointments;
Refused conforming deliveries;
Inaccessible locations;
Undisclosed stairs;
Elevator restrictions;
Redelivery;
Storage;
Address corrections;
Remote-area service;
Special equipment; or
Delivery conditions not disclosed before shipment.

9. CHANGE OF DELIVERY ADDRESS

Address-change requests must be submitted as soon as possible.

We may change the delivery address before dispatch when operationally possible. However, an address change is not guaranteed after processing, crating, labeling, carrier booking, or shipment has begun.

Carrier rerouting, address correction, storage, and redelivery charges resulting from a customer-requested change may be charged to the customer.

Vilona Onyx is not responsible for delivery problems caused by an incorrect or incomplete address supplied by the customer.

10. P.O. BOXES AND MILITARY ADDRESSES

Eligible small products may be shipped to a P.O. box through USPS when the product size and service permit.

Freight carriers and many private parcel carriers cannot deliver to P.O. boxes.

Eligible products may be shipped to APO, FPO, and other military addresses through USPS when permitted. Delivery options, tracking, size limits, and transit times may be restricted.

Large lamps, mirrors, wall panels, furniture, freight products, and oversized products cannot ordinarily be shipped to P.O. boxes or military addresses.

11. TRACKING AND DELIVERY NOTIFICATIONS

When tracking is available, customers will receive tracking information after the carrier accepts or processes the shipment.

Tracking information is supplied by the carrier and may not update immediately.

Freight, white-glove, specialty, local, and Vilona Onyx hand deliveries may use appointment scheduling or direct communication instead of ordinary parcel tracking.

A tracking update marked “delivered” does not necessarily mean the product was placed inside the customer’s residence.

12. INSPECTING PARCEL DELIVERIES

Please inspect your order promptly after delivery.

Before opening the package, photograph:

The shipping label;
Every side of the package;
Any dents, holes, tears, crushed corners, or water exposure; and
Any visible signs of mishandling.

Preserve all packaging, padding, boxes, and shipping documents until you confirm that the product is undamaged and complete.

13. INSPECTING FREIGHT DELIVERIES

The customer or the customer’s authorized representative must carefully inspect the freight shipment at delivery.

Before signing the carrier’s delivery receipt or bill of lading:

Inspect every side of the crate, pallet, and packaging.
Look for holes, broken boards, leaning, crushed areas, exposed products, water damage, or other signs of mishandling.
Photograph the shipment from multiple angles.
Clearly write all visible damage on the carrier’s delivery receipt.
Retain a copy or photograph of the signed delivery receipt.

Writing “subject to inspection” alone may not adequately document visible damage. Describe the damage as specifically as possible.

Signing a freight delivery receipt without noting visible damage may make a carrier claim more difficult. However, this does not eliminate rights that cannot legally be waived.

Do not discard the crate, pallet, padding, packaging, or shipping documents until Vilona Onyx confirms that they are no longer needed.

14. PRODUCTS DAMAGED IN TRANSIT

Contact Vilona Onyx immediately if a product arrives damaged.

Damage should be reported within 48 hours of delivery whenever reasonably possible so that we can properly document and pursue the carrier claim.

Your report should include:

Your name;
Order number;
Delivery date;
Photographs of the unopened packaging;
Photographs of the shipping label;
Photographs of all packaging damage;
Photographs of the complete product;
Close-up photographs of the damaged area; and
A written description of what occurred.

Do not install, repair, modify, discard, or continue moving a damaged product before receiving instructions from Vilona Onyx.

Vilona Onyx may arrange an inspection, request additional documentation, send replacement components, authorize a repair, replace the product, arrange a return, or issue an appropriate refund.

The available remedy will depend on the type of damage, product availability, repairability, carrier claim, and applicable law.

Because many natural-stone products are one of a kind, an identical replacement may not be available.

15. NATURAL-STONE CHARACTERISTICS ARE NOT SHIPPING DAMAGE

Vilona Onyx products are handcrafted from natural materials. Expected natural characteristics may include:

Variations in color;
Veining and banding;
Differences in translucency;
Mineral deposits and inclusions;
Crystalline areas;
Pores and pits;
Natural fissures;
Edge movement;
Surface texture; and
Minor dimensional variation.

These characteristics do not ordinarily mean that the product was damaged during shipping or that the wrong product was sent.

Lighting conditions, bulb temperature, photography, and screen settings can also affect how the stone appears.

16. INCORRECT ORDERS AND FULFILLMENT ERRORS

An “incorrect order” may refer to two different circumstances.

Customer Ordering Error

A customer ordering error occurs when the customer selects, approves, or provides incorrect information, including the wrong:

Product;
Dimensions;
Quantity;
Stone selection;
Color family;
Finish;
Lighting configuration;
Delivery address; or
Other approved specification.

The customer is responsible for return shipping and related expenses when the product matches the confirmed order but the customer selected or approved the wrong item or information.

Vilona Onyx Fulfillment Error

A Vilona Onyx fulfillment error occurs when we send a product that materially differs from the confirmed order because of our mistake.

When Vilona Onyx confirms that we shipped the wrong product, we will arrange or pay for reasonable return shipping and provide an appropriate replacement, correction, exchange, or refund.

The customer must follow all packaging, crating, carrier, and return instructions supplied by Vilona Onyx.

17. RETURN-SHIPPING RESPONSIBILITY

All returns require written authorization from Vilona Onyx before shipment.

Items sent back without authorization may be refused.

Return eligibility, refund methods, and the seven-day return-request period are governed by our Refund Policy. The following rules determine who is responsible for approved return shipping.

Small Lamps Priced at $3,500 or Less

For an approved return of an eligible small lamp with an item purchase price of $3,500 or less, Vilona Onyx will provide or pay for standard return shipping.

This applies only when:

The lamp qualifies for return under our Refund Policy;
The lamp is unused, uninstalled, and unaltered;
The complete original packaging is available;
The lamp can safely be shipped by an approved parcel carrier; and
The customer follows our return instructions.

The $3,500 threshold is based on the item’s purchase price before taxes, shipping, delivery, installation, and other services.

Expedited return shipping, unauthorized carriers, additional insurance selected by the customer, and replacement packaging requested because the original packaging was discarded will not be reimbursed unless approved in writing.

Freight-Delivered Products

For customer-choice returns or customer ordering errors, the customer is responsible for return shipping and all related expenses for any product originally delivered by freight, regardless of the item’s purchase price.

These expenses may include:

Return freight;
Professional crating;
Packaging;
Insurance;
Pickup;
Storage;
Handling; and
Redelivery charges.

Products Priced Over $6,500

For customer-choice returns or customer ordering errors involving any product with an item purchase price greater than $6,500, the customer is responsible for return shipping and all associated freight, crating, insurance, pickup, and handling expenses.

This applies even when the original order included complimentary shipping, hand delivery, or another Vilona Onyx-arranged delivery service.

The $6,500 threshold is based on the item’s purchase price before taxes, shipping, delivery, installation, and other services.

Other Products

Unless Vilona Onyx agrees otherwise in writing, the customer is responsible for return shipping for approved customer-choice returns that do not qualify for the small-lamp return-shipping benefit described above.

Damage, Defects, and Vilona Onyx Errors

When Vilona Onyx confirms that a product:

Was damaged during covered shipping;
Has a covered defect;
Was not the product confirmed in the order because of our mistake; or
Must be returned because of another confirmed Vilona Onyx fulfillment error,

Vilona Onyx will arrange or pay for reasonable return transportation, regardless of the product’s price or original shipping method.

Vilona Onyx is not responsible for return transportation when the issue resulted from a customer ordering error, inaccurate measurements, unsuitable site conditions, improper installation, misuse, unauthorized alteration, or damage occurring after delivery.

18. RETURN PACKAGING AND FREIGHT REQUIREMENTS

Approved returns must be packaged according to Vilona Onyx’s instructions.

Freight products may be required to be:

Returned in the original crate;
Professionally recrated;
Secured to a pallet;
Kept upright;
Fully insured;
Shipped through an approved carrier; and
Returned with tracking and delivery documentation.

For customer-responsible returns, the customer remains responsible for the product until it is received and inspected by Vilona Onyx.

Return damage caused by inadequate packaging, improper crating, an unauthorized carrier, insufficient insurance, or incorrect handling may be deducted from the refund to the extent permitted by law.

19. ORIGINAL SHIPPING CHARGES

Original parcel shipping, freight, white-glove delivery, hand delivery, crating, installation, and other completed delivery-service charges are nonrefundable on customer-choice returns.

These charges may be refundable when required by law or when the return results from a confirmed Vilona Onyx fulfillment error or covered shipping damage.

Where legally permitted and disclosed during the return-authorization process, the actual original shipping expense associated with an order advertised as having complimentary shipping may be deducted from a customer-choice return refund.

20. DELIVERY DELAYS

Delivery dates provided by Vilona Onyx or a carrier are estimates unless expressly guaranteed in writing.

If an order cannot be shipped within the promised or legally required period, Vilona Onyx will provide notice and any delay-consent, cancellation, or refund options required by applicable law.

After a shipment has been transferred to the carrier, Vilona Onyx cannot control carrier operations, weather, road closures, customs inspections, or other transportation interruptions.

Please contact us when a delivery has materially exceeded the estimated timeframe so we can request an investigation from the carrier.

21. LOST SHIPMENTS

Vilona Onyx may ask the customer to:

Confirm the delivery address;
Check the delivery location;
Check with household members, neighbors, building staff, or reception personnel;
Contact the local carrier facility; and
Complete a loss or theft statement.

Vilona Onyx will work with the carrier to investigate qualifying lost shipments.

A replacement or refund will be provided when appropriate after the carrier investigation, subject to product availability, the circumstances of the loss, and applicable law.

22. SHIPPING INSURANCE AND CLAIMS

Vilona Onyx may insure shipments against covered loss or damage based on the carrier, service, product, and declared value.

Carrier insurance does not guarantee that every claim will be approved.

Customers must reasonably cooperate with claim documentation, inspection, packaging retention, and carrier requests.

Failure to retain packaging, document visible damage, allow inspection, or provide requested information may limit our ability to obtain compensation from the carrier.

23. CANCELLATIONS BEFORE SHIPPING

Eligible in-stock orders may be canceled before dispatch by contacting Vilona Onyx as soon as possible.

Cancellation is not guaranteed once an order has entered packaging, crating, carrier booking, or shipment.

Custom, made-to-order, modified, commissioned, and specially sourced products may not be canceled after materials have been selected, purchased, reserved, cut, modified, or placed into production.

If an order has already shipped, any approved return will be governed by our Refund Policy and the return-shipping provisions above.

24. DELIVERY REFUSAL

Do not refuse a delivery solely because of minor exterior packaging damage without first contacting Vilona Onyx when reasonably possible.

Severe visible damage should be thoroughly photographed and documented on the carrier’s delivery receipt. Contact Vilona Onyx for instructions regarding acceptance or refusal.

When a customer refuses an otherwise conforming shipment, the customer may be responsible for return transportation, storage, redelivery, handling, and related expenses.

This does not apply when refusal is reasonably necessary because of severe covered damage or a confirmed Vilona Onyx fulfillment error.

25. FORCE MAJEURE

Vilona Onyx is not responsible for delays caused by events beyond our reasonable control, including severe weather, natural disasters, fire, flooding, government action, border delays, customs delays, transportation interruption, labor interruption, power outages, carrier failure, material shortages, quarry interruptions, or supplier delays.

This provision does not eliminate any shipping-delay notice, cancellation, or refund rights required by applicable law.

26. CUSTOMER SERVICE

For shipping, delivery, freight, tracking, damage, or return-shipping questions, contact:

Vilona Onyx
890 East State Highway 56
Berthoud, Colorado 80513
United States

Email: Vilonaonyx@gmail.com
Telephone: 303-815-4731

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