Special Order Items

Many of the products offered by Vertigo Home are made to order, imported, reserved, or ordered specifically for you. These products are clearly identified as Special Order on their individual product pages.

Because Special Order Items are not part of our regularly stocked inventory and Vertigo Home may become financially committed to a manufacturer or supplier on your behalf, different cancellation and return terms apply.

Please review the following information carefully before placing your order.

What Is a Special Order Item?

A Special Order Item is any product clearly identified as “Special Order” on its product page at the time of purchase.

Depending on the product, it may be made to order, imported, reserved from a manufacturer or supplier, or shipped directly to you by the manufacturer.

All Special Order Items are final sale, subject to the terms below and any rights provided by applicable law.

Lead Times

Estimated lead times are shown on the product page whenever available and are based on the most current information provided by the manufacturer or supplier.

Lead times are estimates and cannot be guaranteed. Production schedules, material availability, international freight, customs, weather, carrier delays, and other circumstances outside of our control may affect timing.

Unless specifically stated otherwise, additional shipping or transit time may be required after an item is ready to ship.

If you would like to confirm current availability or the estimated lead time before ordering, please contact us at info@vertigohome.us.

For certain larger, higher-value, or made-to-order purchases, Vertigo Home may contact you after your order is placed to confirm the estimated lead time or other order details before submitting the order to the manufacturer or supplier.

The absence of a separate confirmation email does not change the Special Order status of an item or create an additional right to cancel.

If we later become aware of a significant change to the estimated timing of your order, we will contact you when updated information becomes available and will handle the delay in accordance with applicable law.

Payment

Full payment is required when a Special Order is placed.

Special Order Items are ordered specifically to fulfill your purchase, and Vertigo Home may become financially committed to the manufacturer or supplier once your order is submitted.

Cancellations

Special Orders may be submitted to the manufacturer or supplier shortly after your order is placed.

If you wish to request cancellation, please contact us immediately. Cancellation is only possible before Vertigo Home submits the order to the manufacturer or supplier.

A 6% payment-processing fee may be deducted from a customer-requested cancellation refund to cover non-refundable payment-processing costs associated with the transaction.

Once Vertigo Home submits your order to the manufacturer or supplier, the order is considered committed and can no longer be cancelled as a matter of customer preference.

If you ask us to cancel after this point, we may contact the manufacturer or supplier on your behalf to determine whether cancellation is still possible. We cannot guarantee that the manufacturer or supplier will allow it.

If cancellation is accepted, your refund will be reduced by any applicable:

Manufacturer or supplier cancellation fees
Restocking fees
6% payment-processing fee
Shipping or freight charges already incurred
Other non-refundable costs directly related to your order

If the manufacturer or supplier does not permit cancellation, the order remains final sale and the purchase price is non-refundable, except where otherwise required by applicable law.

Changes After Your Order Is Submitted

Once a Special Order has been submitted to the manufacturer or supplier, changes cannot be guaranteed.

This includes changes to the:

Size
Color or finish
Material
Configuration
Quantity
Shipping information
Other product specifications

If the manufacturer or supplier agrees to a requested change, the customer is responsible for any additional charges, fees, or costs resulting from that change.

Final Sale

All Special Order Items are final sale.

Special Order Items cannot be returned or exchanged and are not eligible for a refund or store credit because of:

A change of mind
Personal preference
Color or finish preference
Size or fit
Installation conditions
Project changes or delays
A customer no longer needing or wanting the item

This does not limit any rights that cannot legally be waived or our ability to assist with valid damage, defect, incorrect-merchandise, or manufacturer warranty claims.

Colors, Materials & Natural Variations

Many of the products we offer use natural materials, handmade processes, or hand-applied finishes.

Reasonable variations in color, grain, veining, texture, finish, pattern placement, dimensions, and other handmade or natural characteristics are normal and are not considered defects.

Wood, stone, marble, leather, glass, ceramics, textiles, wallpaper, metals, and other materials may vary from samples, photographs, showroom pieces, or previously produced items.

Colors may also appear differently depending on your computer, phone, tablet, lighting conditions, or screen settings.

If the exact color, finish, texture, or material is important to your purchase, please contact us before ordering. When samples, swatches, or finish references may be available, Vertigo Home will be happy to inquire with the manufacturer or supplier on your behalf.

Measurements, Fit & Installation

Please carefully review all product dimensions and specifications before placing a Special Order.

The customer is responsible for confirming that the product is appropriate for its intended location and that it can be delivered, installed, and used as intended.

This includes confirming, when applicable:

Product dimensions
Doorway and hallway dimensions
Stairways and elevators
Ceiling heights and clearances
Delivery access
Electrical requirements
Installation requirements
Compatibility with the intended location

A Special Order cannot be returned because it does not fit through an entryway, does not fit the intended space, or is not compatible with the customer's installation conditions.

If you have questions about dimensions or specifications before ordering, please contact us. We are happy to help you review the information available from the manufacturer.

Delivery, Missed Deliveries & Refused Shipments

Please make sure that the shipping address and contact information provided with your order are correct.

Refusing delivery of a correct and undamaged Special Order does not cancel the order or make it eligible for a refund.

The customer may be responsible for additional costs resulting from:

A refused delivery
A missed delivery appointment
An incorrect or incomplete shipping address
Redelivery
Storage
Address correction
Return freight
Other carrier or manufacturer charges caused by an unsuccessful delivery

Damage, Shortage & Delivery Claims

We will always make a reasonable effort to assist if something arrives damaged, incomplete, or incorrect.

Because manufacturers and freight carriers have strict claim requirements, all Special Order merchandise should be opened and inspected within 48 hours of delivery.

Please do not leave cartons unopened until a future installation date.

If merchandise is delivered to a designer, receiving warehouse, storage facility, installer, freight forwarder, property manager, or another person or location designated by you, the inspection period begins when the merchandise is delivered there—not when you personally open or receive it.

If You Notice Damage

Please contact info@vertigohome.us within 48 hours of delivery and provide, whenever possible:

Your order number
Photographs of the damaged area
Photographs of the entire item
Photographs of the shipping carton and packaging
Photographs of any visible carton damage
A photograph of the shipping label
A brief description of the issue

Please keep all original cartons, packaging materials, labels, and packing materials until the claim has been resolved.

Do not install, modify, repair, discard, or continue using merchandise that appears damaged before contacting us, as doing so may affect the manufacturer's or carrier's ability to approve a claim.

Freight Deliveries

For freight deliveries, please inspect the cartons, pallet, crate, and visible merchandise before signing for the shipment whenever reasonably possible.

If you see visible damage, note the damage on the carrier's delivery receipt or Bill of Lading before signing and take photographs at the time of delivery.

Failure to note visible freight damage may affect the carrier's willingness to approve a claim.

Claims Reported After 48 Hours

Damage reported more than 48 hours after delivery may fall outside the manufacturer or carrier's claim period.

Vertigo Home will still make a reasonable effort to assist you, but we cannot guarantee that a manufacturer, supplier, or freight carrier will approve a repair, replacement, refund, credit, or other resolution once its claim period has passed.

Choosing to leave merchandise unopened or uninspected does not extend a manufacturer or carrier's claim period and does not transfer responsibility for a missed claim deadline to Vertigo Home.

Manufacturing Defects

A manufacturing defect that could not reasonably have been discovered during the initial delivery inspection is different from shipping damage.

If you believe an item has developed a manufacturing defect, please contact us as soon as possible.

We will make a reasonable effort to assist you and determine whether the issue may be covered by the manufacturer's warranty or another applicable remedy.

Manufacturer Warranties

Some Special Order Items may be covered by a manufacturer's warranty.

Warranty coverage, duration, exclusions, and available remedies vary by manufacturer and product.

If you would like warranty information for a particular item, please contact us at info@vertigohome.us.

If you believe your item has developed a valid manufacturing defect, please contact Vertigo Home first. We will make a reasonable effort to assist you and, when appropriate, communicate with the manufacturer or supplier on your behalf.

In some situations, the manufacturer may require photographs, documentation, additional information, or direct communication with you. If necessary, Vertigo Home may help facilitate that communication.

Manufacturer warranty claims remain subject to the manufacturer's individual warranty terms, procedures, exclusions, and available remedies.

Vertigo Home does not provide an additional warranty beyond any rights provided by the manufacturer or applicable law.

Manufacturer Changes or Unavailability

Manufacturers occasionally change specifications, finishes, materials, components, availability, or production schedules.

Normal production and material variations may occur and are not considered defects.

If we become aware of a material change to the item you ordered, we will contact you when appropriate before accepting a materially different substitution.

If a manufacturer is unable to fulfill your order, Vertigo Home will work with you on the appropriate resolution and provide any refund required by applicable law.

Questions Before Ordering?

Special Orders often involve products that are made, imported, or ordered specifically for you. We encourage you to contact us before purchasing if you have any questions about: