Shipping & Returns

ORDER DELIVERY

It is the customer’s responsibility to ensure they are available for the scheduled delivery. In the event that the delivery is postponed or delayed, due to not being available, the customer will be responsible for any additional carrier charges, inclusive but not limited to, rescheduling fees, redelivery, and/or storage costs incurred until the delivery is finalized.

DAMAGED ITEMS

Upon delivery, it is the customer’ s responsibility to check for any damage to the packaging and/or product. This must be done within 48 hours of the order being delivered. If damage is found, please take & send photos of the damage. Reach out to us via the Contact Us form fill on hourwall.com noting your order number. 

Note: This process must be done within 48 hours of delivery as after 48 hours, we are no longer able to process any claims.

CHANGE OF ADDRESS

A delivery address can be changed prior to the order shipping out. Once an order has shipped and an address change has been made, it is the customer’s responsibility to pay for any associated carrier fees as a result of a change of address. 

ORDER CANCELLATION

Because all RealCast orders are Made to Order and FINAL SALE, if you choose to cancel your order and INSTONE has already incurred costs associated with fulfilling the order, your refund may be subject to cancellation fees. 

Note: We cannot guarantee shipping times as we use 3rd party shipping companies. If you would like to cancel and return your order because of shipping delays, you will still be charged for the return.

MADE TO ORDER, FINAL SALE

All RealCast orders are Made to Order and FINAL SALE.  We always recommend ordering a SAMPLE(S) of the product you would like to order to ensure you are happy with the color and finish quality.

EXCHANGE OF PRODUCT

If you would like to exchange your order for a different color or style, this is possible as long as all product on the order is in new condition with original packaging. It is the customer’s responsibility to cover the shipping and/or brokerage fees associated with the exchange of the product (cost to ship original order back & cost to ship new order out). To initiate an exchange, within 30 days of receiving the order, reach out to us via the Contact Us form fill on hourwall.com noting your order number.