Customer Service Policies
Money Back Guarantee & Return Policy
MantelMount guarantees 100% satisfaction, or your money back, for MantelMount units ordered directly on our website. If at any time you are unsatisfied with our product, you may return it to MantelMount within (90) days of our shipping date for a replacement or full refund of the purchase price, less shipping and handling. To receive your refund, you must follow these steps:
(a) Your MantelMount must be in the same condition that you received it and in its original packaging. We also require a receipt or proof of purchase.
(b) Contact our Customer Service Center directly at (800) 897-9755 or by clicking here, and request a Returned Material Authorization (“RMA”) number.
(c) Place the RMA number you receive clearly on the outside of the returned package. Our return department is not allowed to process packages without an RMA number, and no refunds will be issued for any packages returned without an RMA number, including packages marked as “Return to Sender”. You will be given the return address by Customer Service
(d) You must send the product and all parts in their original package using a shipping method with delivery confirmation or signature confirmation. You are responsible for the costs of returning any product.
(e) Returned products must be received within fifteen (15) days after you receive your RMA number.
(f) Refunds will be issued only to the same credit card that was used in ordering the product. It generally takes about 7 to 14 business days to receive a refund. Refunds will be for the cost of the product. Shipping and handling is not refundable.
5 Year Limited Manufacturers Warranty
Your MantelMount has been manufactured and tested to the highest quality standards and to support those standards, MantelMount offers a 5 year limited liability warranty. This limited warranty covers defects in material or workmanship in new MantelMount units during the products Warranty Period, which commences on the original purchase date of the product. This warranty coverage extends only to the original purchaser of a new MantelMount and is non-transferable.
MantelMount warrants this product against defects in material or workmanship as follows: We will repair or replace, any MantelMount product or part of the product that in our sole discretion proves defective because of improper workmanship and / or material, under normal installation, use, service and maintenance. If MantelMount is unable to provide a replacement and repair is not practical or cannot be made in a timely fashion, MantelMount may elect to refund the purchase price in exchange for the return of the product.
This warranty is is automatically void if your MantelMount product is modified in any way, improperly installed, taxed beyond its stated weight capacity or otherwise misused or abused. All MantelMount products are intended for indoor use only and any outdoor use voids this Limited Warranty. The Limited Warranty for wall mounts is void if the mount is moved from its initial installation.
For warranty claims made during the Warranty Period, MantelMount will replace or repair any defective product part free of charge. Should a part on your MantelMount product fail, call MantelMount at (800) 897-9755 to make a warranty claim. We will discuss the problem with you and once we confirm the product is under warranty, we will ship replacement parts to you within 72 hours. This Limited Warranty does not cover the costs of removing and replacing defective parts from your MantelMount product, removal or installation. So, if your problem requires a repair technician, you must pay any labor charges.
To the maximum extent permitted by applicable law, MantelMount disclaims any other warranties, express or implied, including warranties of fitness for a particular purpose and warranties of merchantability. MantelMount will not be liable for any damages whatsoever arising out of the use or inability to use its products, even if MantelMount has been advised of the possibility of such damages. To the maximum extent permitted by applicable law, MantelMount disclaims any responsibility for incidental or consequential damages.
MantelMount strives to deliver exceptional customer service and in so doing, most orders are prepared for shipment within hours of being placed. As a result, all sales on our website are final. However, if you very recently placed an order and would like to cancel it, you may contact customer service at (800) 897-9755 or by clicking here, and we will do our best to accommodate your cancellation request. However if your order is beyond our ability to cancel it, you may still receive a refund by following the Return Policy outlined on this page.
We don't mark-up our shipping rates and brokerage fees. We negotiate the most competitive shipping rates on your behalf and pass those directly on to you. We ship our products through one or more MantelMount authorized fulfillment warehouses. You should receive your package within 3 - 7 days of the order date depending on the destination location and method of shipping. Please allow up to 24 business hours for processing.
Shipping Within the U.S.
U.S. Domestic orders are shipped using UPS Ground which guarantees delivery within 1-5 business days. Shipments to non-contiguous states (Hawaii, Alaska) or off-shore U.S. territories (Puerto Rico, Guam, Northern Mariana Islands, Virgin Islands) may incur a surcharge.
Shipping Within Canada
All shipments within Canada are shipped using the most economical transit services, which generally delivers between 1-5 business days depending on the Canadian destination. Shipping costs provided at checkout include applicable taxes specific to the Canadian province being shipped to.
All Other International Shipments
Shipping costs provided at checkout do not include applicable duties, taxes, and brokerage fees specific to the country being shipped to, and will be due upon time of delivery (COD). Shipping windows below are estimates and delivery dates cannot be guaranteed due to delays caused by customs or unforeseen events. All orders outside of North America are shipped using DHL Express, which delivers within 2-7 days.