General manufacturing policy

In order to preserve consistency during manufacturing, at SM we have developed a FORM through which all orders are confirmed with the Dealer. Dealers must CAREFULLY read all the information about the order like size (INSIDE OR OUTSIDE), finish, style, width, etc. as well as the terms and conditions at the end of the form. If the order is properly filled and the Dealer agrees with it, the form must be printed, signed and faxed back along with the required payment information.

It is very important that the dealer is 100% sure about the information detailed in this form, since San Marcos will proceed to manufacture the order according to it and will not be responsible for any discrepancies in the final product.

General terms & conditions

1. Minimum order: 1 piece (Frames minimum charge: 8 ft. of molding).
2. Regularly our prices are DDP (Incoterm for “Duty Delivery Paid” which means all charges included: packing, crating, insurance, duties, freight and associated surcharges.) Surcharges may apply - See logistics & shipping costs for more information.
3. Custom close corner frame prices are given per linear feet or linear mt.
4. Custom furniture prices are given per piece and will be quoted upon preliminary drawings and client specifications.
5. Lead time for frames: 4 to 8 weeks. Terra collection orders: up to 14 weeks.
6. Lead time for furniture: up to 14 weeks.
7. No returns will be accepted unless agreed upon San Marcos in writing.
8. Orders cannot be cancelled once production has begun. If San Marcos accepts an order cancellation, the deposit of such order will be forfeited. 

Please always consider that:

Due to the fact that materials used by our company are of natural, vegetable, animal and mineral origin they are subject to change some what in color becoming darker or lighter in shades in many areas. There for samples provided can only supply an idea of what the finished product will be like. It is recommendable to avoid exposures to direct sun light or long exposures over 75oF.

Delivery

Regularly we use DHL as our logistics allied.  However we have the experience in handling alternative couriers or agents according to the circumstances, but DHL is the best method to handle small orders (1 item at a time) in terms of costs and transit times. Average transit time to North America is between 3 to 5 businesses days (5 to 7 days in total). Another advantage of using DHL is counting with a tracking number. In this manner orders are shipped directly form the factory located in Colombia to the consignee (anywhere in the world) while having complete visibility of the merchandise.

IMPORTANT NOTICE: We strongly recommend checking the packages for any visible damages during shipping once your order is delivered. If damages to the crate are severe please make a note on it to the courier but DO NOT RETURN THE PACKAGE. If the content is damaged contact us immediately. We will instantly coordinate your order for repair or replacement. All expenses will be covered by the insurance company. A claim report must always be filled. Digital pictures of the damaged package and product are necessary.

Frame logistics & shipping costs

All of our prices per foot include packaging, crating, shipping and insurance charges. These charges are $21/ft and are already included in the price/ft given in our price list. However additional freight surcharges apply according to frame size, basically due to fuel surcharges. When pricing a frame, please add the following charges per ft:

» 8 to 15 feet: $ 5.00/ft
» 16 to 19 feet: $ 10.00/ft
» 20 to 25 feet: $ 15.00/ft
» for orders larger than 26 ft, cost for logistics, shipping and delivery will be quoted depending on size and customer location.

IMPORTANT NOTICE: Charges only apply in the US & Canada. For other countries, surcharges may be different depending on the client location. We will estimate your shipping charges per quote request. For other products or high volume orders logistic charges will be estimated according to the project. In these cases the method of shipping via DHL might not the best option in terms of costs. Cheaper methods will be explored based on the terms of the negotiation and the location of the client. 20ft or 40ft container loads will be quoted upon request.

Frame customization charges

1. Molding width variation (up to 3" increase/decrease): 10%
2. Customization: change in carving, oil paint, engraving, design change, color match, etc: 10%
3. Buildup charges up to 3": 10%
4. Buildup charges more than 3": 15%
5. Oversize: 10%
6. Minor changes: 5%
7. For personal design frames, consider the following:
   a. Color / gilding confirmation chip sample (4" x 4"): $ 30,00
   b. Digital design and/or blue print carving proof: $ 80,00
   c. Frame corner sample production: $ 150,00 (minimum charge)

NOTE: other features different to color can not be customized when ordering corner samples for display, unless agreed by San Marcos.

Guarantees, claims and returns

If you have any concern about the quality of our products or our manufacturing policy please contact us at 1-866-678-2846 and we will do whatever we can do to ensure that you are satisfied.

1. All products have a lifetime guarantee and will be replaced by SM if there is an undeniable manufacturing defect at no cost to the client. 
2. All claims must be reported to SM using our Claim Report Form. It is necessary to receive digital pictures along with the form to process your claim. 
3. If the claim is in regard to shipping and handling issues please report it immediately. DO NOT RETURN THE PACKAGE. SM will schedule repair or replacement ASAP. 

Payment terms

1. Payments can only be made by credit card. Mayor credit cards accepted: Visa, MasterCard and AMEX. 
2. Deposits are not refundable when production has begun.
3. 50% deposit is required upon order placement.
4. All balances are due upon shipment.

Taxes & Duties

1. Local sales tax for all international sales, is $0. (International sales are considered those made out of Colombian territory).  
2. Duties in the USA: 0%. For other countries they are subject to trade agreements or government specifications. Harmonized tariff schedule will determine the duties and other taxes to be paid in the country of destiny.
3. Harmonized tariff schedule for furniture is: 44.20.90
4. Harmonized tariff schedule for frames is: 44.14.00.