Shipping
Shipping Policy for Samples Ordered Online
Order Processing
Sample orders are typically processed within 2–5 business days after order confirmation.
Orders are dispatched from our warehouse or directly from supplier partners, depending on availability.
Shipping Destinations
We currently ship samples within:
United States
Canada
For other locations, please contact us prior to ordering.
Shipping Times
Estimated delivery times for samples:
Domestic: 3–7 business days
International: 7–14 business days
Delivery times are estimates and may vary due to carrier delays or external factors.
Shipping Costs
Shipping costs for samples are calculated at checkout.
Shipping charges are non-refundable.
Tracking
Tracking information will be provided where available once your sample order has shipped.
Returns & Refunds Policy for Samples Ordered Online
Samples
All samples are final sale
Samples are non-returnable and non-refundable
Samples are provided to assist with material evaluation (colour, texture, finish) prior to placing a commercial order.
Damaged or Incorrect Samples
If your sample arrives damaged or incorrect:
Contact us within 48 hours of delivery
Include your order number and clear photos
We will assess the issue and arrange a replacement where appropriate.
Commercial Product Orders
Please note:
To place an order for a commercial job please reach out to [email protected]
Commercial orders are quoted and supplied directly through a Sustainable Materials sales representative
Pricing, lead times, freight, and project-specific terms are provided during the quotation process
For commercial enquiries, contact our team at: [email protected]
Contact Us
If you have any questions about sample orders, shipping, or policies, please contact:
Email: [email protected]
Though some of our materials are ‘in-stock’, due to the customization and color options available for many of the lines, shipping/production tends to be ‘just in time’, meaning upon order placement, we put the order into the production queue, procuring the raw materials, producing and then shipping.
Shipping options vary based on where each product is produced. For products made outside of the US, we can either place the product on a boat, or ship via AIR. Shipping via boat, has a degree of variation, and we tend to allocate an additional 6-10 weeks after production is complete. This accounts for securing a vessel, processing outbound documentation, transport time, customs clearance, and then domestic shipping and delivery. AIR Shipping, though this tends to be more expensive (though not always with smaller volumes), the timing is much quicker, as the material is put on a plane and expedited. AIR Shipping typically takes 1-2 weeks from production completion to the receipt of the material at the desired destination.
We typically suggest allocating as much time as possible from order placement to the desired receipt of the material, and if possible, we will opt for the most economical method (based on all things considered).
Why Choose Us?
We deliver high-performance sustainable materials that blend stunning design with product innovation.
