ORDER MAXIMUMS
Some Petra items have a maximum order quantity for online checkout, but we can produce more by special order (with custom shipping quotes). If you'd like to order more than the maximum quantity offered of a given product, you can email us at hello@petrahardware.com to arrange a custom order.
SHIPPING
Most of Petra's products are made to order with a production lead time. Please check the lead time of each item you plan to order on that item's product page. Production lead times begin the day after your purchase is completed and paid for. Shipping transit times are not counted in our lead times, and are separate.
All US orders are sent UPS Ground with a transit time of 2-7 business days, but Petra cannot guarantee shipping transit times and can't be held responsible for delays caused by the carrier service.
International orders are sent UPS, DHL, or Fedex and transit times vary.
Customers are responsible for shipping to a secure address. Petra's orders are all shipped with a signature requirement, to protect against carrier mismanagement or package theft. If a customer opts to turn off or waive that signature requirement, that customer therefore waives protection against theft. If the carrier marks their package as delivered, yet it is stolen or otherwise does not reach the intended recipient, Petra will not be held responsible for refunding or replacing it. Petra can only offer replacements for lost or damaged packages if the signature requirement is left on.
DUTIES AND CUSTOMS FEES
Some of Petra's products are produced and shipped from the US, and some are produced and shipped from other countries. The country that your item will ship from is listed on that item's product page and will determine — depending on your shipping address — whether the order may incur customs fees.
For international orders, Petra does not estimate or advise on customs and duties charges. The customer is solely responsible for paying the full amount of any customs and duties fees. Orders that are returned to Petra due to unpaid customs fees will be refunded minus a 15% restocking fee. The customer's original shipping charges will not be refunded.
Orders that do not reach the customer due to unpaid customs fees but are not returned to Petra in original condition unfortunately cannot be refunded. We advise you to ship internationally at your own risk.
RETURNS AND CANCELLATIONS
Petra's return policies vary by product — most of our products are made to order by artisans, and are not returnable. Some products have a limited return window, with the buyer to pay return shipping, and in some cases a restocking fee. You can find each product's return policy on its product page, and we encourage you to familiarize yourself with those policies before you purchase. Petra's return policies are strict in order to protect our makers, who are small studios producing to order in small batches.
Once an order is placed, it cannot be canceled. If you have a circumstance that requires cancellation and it has been 3 days or less since you placed the order, cancellation will be at Petra's discretion and may incur a 10% cancellation fee.
We advise you to open and inspect your Petra shipment immediately upon receipt. Customers have 10 days to report any issues with their shipment — such as missing items, malfunctioning items, or items broken or damaged in transit — and must keep the merchandise and its original box for carrier inspection. If the customer alerts Petra to an issue after 10 days, or does not keep the package for carrier inspection, Petra will not be held liable for that issue and will not replace or reimburse the item(s).
If a shipment is returned to Petra due to customer error — such as inputting the wrong mailing address or not retrieving a held package in time — Petra reserves the right to charge the customer for re-shipping or, if the customer prefers a refund, retain a 15% restocking fee as well as the original shipping fee.
TRADE ACCOUNTS AND SAMPLES
Petra offers an across-the-board trade discount — as well as waiver of sales tax — on all items to professional interior designers and architects who are purchasing for resale to a client. Sign up for a Petra Trade Account here. To use your trade account discount, you simply need to log into your Trade Account using the button in the main navigation bar and it will apply automatically.
Petra doesn't have a formal sample program yet, so samples are handled on a case by case basis. Please email us to inquire.
QUOTES AND INVOICES
Petra can provide formal quotes before a purchase, or formal invoices after a purchase. For a formal quote, please email us the items and quantities you're interested in and the shipping address, but note that you must have a Trade Account first. For a PDF invoice, your order confirmation email will automatically contain a link to download one directly.