Shipping ~

We ship to addresses within the continental United States, Hawaii, Alaska, District of Columbia, Puerto Rico, Virgin Islands, and Canada. Note that there may be restrictions on some products.

Orders will be shipped via UPS, FEDEX, or USPS, whichever is most appropriate for the shipment of your order.

In stock items are generally shipped Next Business Day, unless otherwise specified in the product description.

When a portion of your order is out of stock, the available items will be shipped unless you have specified otherwise at checkout. However, this is unlikely to occur as our system will not let you order more than the available inventory. For an item to be unavailable after ordering would mean there has been an error in the inventory count. NOTE: out of stock items will not be back ordered.

Some orders for more than one item may be shipped from more than one location. We may partial ship in two shipments to complete an order but your shipping rate will be calculated as one shipment. Any possible additional charges will be absorbed by us.

We never charge a handling fee.

Delivery Times ~
You can expect delivery in 3 to 10 business days, unless specified otherwise, excluding weekends and holidays. The delivery time frames are based upon the carrier used. You will receive your Tracking# via email to allow you to track or trace your delivery. Currently shipments addressed to outside of the U.S. and Canada may be to limited areas, based upon the carriers.

Delivery Addresses ~
We strive to maintain a high level of customer service and we take extra precautions to avoid fraud. NOTE:  If the delivery address does not match the address on your Credit Card Statement we reserve the right to inquire for further explanation and in the worst case, we may refuse the shipment. Please provide the complete street address for delivery along with a phone number. We reserve the right to determine if we will ship to an address that is different than the registered credit card address. We do not ship to post office box addresses and we do not split an order to ship to more than one address.

Insurance ~

• Insurance is your optional choice.
• If you do not indicate you want insurance and there is damage to the packaging of the delivered merchandise, note it on the delivery slip that you sign and you should address your loss with the carrier upon delivery. Call your local carrier's office to schedule an inspection of the damage.
• If you requested insurance or the merchandise required insurance, you must keep damaged merchandise with its original carton and follow the procedure outlined below for returning the merchandise. Aurora Colors will file the insurance claim with the shipping carrier. Aurora Colors may supply a comparable replacement at no charge, and would endeavor to match the replacement products but can not guarantee exactly matching the original product in terms of color or appearance. Or, Aurora Colors may, at its option, refund the original purchase price paid to Aurora Colors for the product. Aurora Colors may opt to refund the amount before the carrier has paid the insurance claim, but in general, payment of the refund will be pending receipt of funds for the insurance from the shipping carrier. The replacement of the product or, at Aurora Colors' option, the refund of the original purchase price paid to Aurora Colors for the product, shall be the Purchaser's sole and exclusive remedy for any failure involving a shipping carrier.
• Note: Federal Express packs and/or requires pre-inspection of all packages insured for $500 and up.

Shipping Cost ~
Shipping costs are calculated during checkout when the item has a fixed shipping rate, or shipping rate is based on the amount of your total order (before tax, when applicable.) See a breakdown of costs here

• Time is of the essence.
• The purchaser shall examine the subject goods for any damage, defect or shortage, and notify Aurora Colors of the same.
• If the purchaser fails to notify Aurora Colors by email or phone within 48 hours of delivery, purchaser's claims or request for refund shall be deemed waived.
• A voicemail message does not qualify as meeting the requirement. 
• Under no circumstances will Aurora Colors be liable for any amount in excess of the price paid by customer for the purchase of Aurora Colors' merchandise.
• Upon approval, refunds will be deposited to the card account used for the original purchase accessed through Authorize.Net, our gateway account. Aurora Colors does not record or have access to account holder information.
  
• Damaged goods and packaging materials must be retained for inspection.
• Return shipments without a RMA# or RDMA# will be refused or may be shipped back to you "freight collect."
• When purchaser is returning a package to Aurora Colors, we recommend using UPS.
• Sorry, no COD’s accepted.
• If merchandise is determined as damaged or was shipped in error, Aurora Colors will issue a UPS call tag.
• We cannot accept a return on any merchandise that has been used.
• Sheet glass, lead and liquids cannot be returned or exchanged.
• Custom and special orders, gift certificates, and any monogramming or engraving are all final sale items and cannot be returned or exchanged.

Return for Refund when Not Completely Satisfied ~
When you receive an order, take a look at it without destroying the manufacturers packaging and/or labels. Aurora Colors has used best efforts in describing merchandise in words and with photos. Even so, if you are not completely satisfied with the merchandise you have purchased through Aurora Colors website, you may return it in it's original packaging within 48 hours from the date your merchandise was received for a full refund of the merchandise cost including any applicable taxes, less a 15% restocking fee.

When not satisfied with merchandise, please follow these required steps for return and refund:

1. Within 48 hours, email or call Vangie at 707-799-7099 to request a Return Merchandise Authorization number (RMA#).
2. Upon approval, we will issue a Return Merchandise Authorization number (RMA#).
3. Outer packaging may need to be replaced with new. It is the artist or manufacturer's labels and inside packaging that you must keep intact.
4. Please write the RMA# on the packing slip or a copy of the receipt and include it in the box with the item(s) being shipped.
5. Please write the RMA# on the outside of the package under your return address.
6. Purchaser will ship immediately and is responsible for return shipping costs and insurance. The merchandise must be shipped insured, signature required.
7. If the merchandise returned to Aurora Colors arrives damaged, our policy for returns due to damages applies - see next paragraph.
8. If the merchandise and packaging is in original condition, and has met and completed the required steps for refund, purchaser will receive a full refund, less a 15% restocking fee.

Return for Refund when Merchandise is Damaged ~
When you receive an order, take a look at it without destroying the manufacturers packaging and/or labels. If merchandise you have purchased through Aurora Colors website is damaged or items are missing, purchaser must report this to Aurora Colors by email or call 707-799-7099. You may return it in it's original packaging within 48 hours from the date your merchandise was received for a full refund of the merchandise cost including any applicable taxes. There will not be a restocking fee.

For damages and claims, follow these required steps for return and refund:

1. Within 48 hours, email or call Vangie at 707-799-7099 to request our email address and a Return Damaged or Defective Merchandise Authorization number (RDMA#).
2. Take 1-3 photos that clearly shows the damage to the merchandise and any damage to the packaging and email to the email address provided when you called.
3. Upon approval, we will issue a Return Merchandise Authorization number (RDMA#).
4. If merchandise is determined as damaged or shipped in error, we will issue a UPS call tag for next day pickup.
5. Outer packaging may need to be replaced with new. It is best if the internal labels and packaging are intact.
6. Please write the RDMA# on the packing slip or a copy of the receipt and include it in the box with the item(s) being shipped.
7. Please write the RDMA# on the outside of the package under your return address.
8. If these requirements are met, purchaser shall receive a full refund of the merchandise cost including any applicable taxes.

Lost Orders ~
On a rare occasion, an order will be lost in shipping. Once an order has left our shipping department, use of the USPS, UPS or FedEx tracking number must be used. We do our best to provide all needed information to assist you in recovery and/or replacement. We do encourage our customers to pay for the optional insurance coverage to cover any losses for an order, especially, for high dollar value orders or orders being shipped outside the U.S. Once the package leaves our possession it is the customers responsibility, especially when out of the country orders reach the Customs department in the customer's country.

Please email us or call us at 707-799-7099 or 707-588-1200 with any questions or concerns.

Thank you! ~Vangie and Lyndon Pullins