Customer Service

Shipping

During checkout, you will be prompted to choose a shipping method for your order. Stone Mountain offers the option of UPS Ground, 2Day Air or Next Day Air. At this time, we cannot ship outside of the United States or accept credit cards issued from a bank outside of the United States. Your total shipping charges will automatically calculate during checkout prior to the completion of your order.

Upgraded Shipping

Generally, you will have the option to upgrade your shipping for faster delivery (such as 2nd Day or Next Day services) within the contiguous 48 states. We cannot offer upgrades for orders to Alaska and Hawaii at this time.

Shipping Options

Ground Service: $9.95

Customers can expect delivery 3-8 business days after the order is processed, pending credit card approval.

2-Day Service ($17.95)

Customers can expect delivery in 2-3 business days on orders placed prior to Noon EST Monday – Friday, pending credit card approval. Orders placed after Noon EST will ship the following business day.

Standard Overnight Service ($27.95)

Customers can expect next business day delivery for orders placed prior to Noon EST Monday – Friday, pending credit card approval. Orders placed after Noon EST will ship the following business day.

Hawaii and Alaska Shipped FedEx Ground ($19.95)

Customers can expect delivery in 8-10 business days for orders placed prior to Noon EST Monday – Friday, pending credit card approval. Orders placed after Noon EST will ship the following business day.

Stone Mountain offers the convenience of shipping to more than one address in a single order. For orders shipping to multiple addresses, shipping costs will apply per shipment. Gift Cards are not eligible for expedited shipping. Gift Cards are shipped separately, free of charge.

Sometimes we offer free shipping promotions whereby the shipping rates will change.

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Returns

Stone Mountain does its best to make sure you’ll be satisfied with every purchase. However, if any item does not entirely meet your satisfaction, you may return it, unused, within 30 days of purchase for a refund of the purchase price. We will credit your original method of payment, excluding any shipping charges. All returns must be accompanied by a return form and original receipt or packing slip. For returns without any order information, please call customer service at (855) 268-8123 during normal business hours.

Purchases of reduced price merchandise that end in .97 or .98 and/or have the words "Final Sale" in the description, are deemed Final Sale and may not be returned or exchanged.

  1. Complete the Return Form
    Download, print, and complete the Return Form
  2. Repack Merchandise
    Package the merchandise in the original box if possible. Items should have the original tags and tickets attached. Enclose your completed Return Form along with the original receipt or packing slip.
  3. Ship
    Affix the return label and ship to:
    StoneMountainHandbags.com
    Attn: Customer Returns
    251 Docks Corner Road
    South Brunswick, NJ 08810

Returning a Gift

If you wish to return an item that you received as a gift that was purchased on www.stonebags.com, please call Customer Service at (855) 268-8123 during normal business hours. Important Note: Gift returns processed without the assistance of Customer Service will be credited to the original form of payment. You also must check “Received as a Gift” and include your email address on our Return Form.

Rules and Restrictions for Online Returns:

  • Returns must be prepaid.
  • We cannot be responsible for items that we do not receive so we suggest you insure the package via the carrier of your choice, and suggest getting a tracking number for your protection.
  • Shipping and handling charges are non-refundable.
  • All returns must be accompanied by a Return Form and original receipt or packing slip.
  • All products must be unused and undamaged in order to receive a full credit. We reserve the right to deny a refund request if it does not comply with this policy.
  • We will not accept CODs or third party billing for returned merchandise and they will be refused.
  • Please allow 7-10 business days from the time your item(s) is received into our warehouse for your credit to be processed. The credit to your original form of payment may not show up until the next billing cycle.

Exchanges

We do not offer item exchanges at this time. Exchanges are currently handled like returns and subject to the same conditions. Please return the product to us, and once your package is received and processed, you will receive credit to your original method of payment. Shipping and handling charges are not refundable unless the item is defective or you received the incorrect merchandise. A new order must be placed for the item you would like to receive.

Order Cancellations

If you'd like to cancel or change your order, please call 1-855-268-8123 within 1 hour of placing your order. We'll do everything we can to accommodate your request. But please bear in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered the shipping process.  Items may occasionally be cancelled by our system if there was an issue with the order or in low-stock situations. If an item is cancelled, you will receive an email notice that will explain the reason for the cancellation. You will not be billed for any cancelled items.

Quality Issues

We offer a 60 day warranty on products purchased on stonebags.com.  If your product has a material or manufacturing flaw, please contact Customer Service at 1-855-268-8123 during normal business hours to arrange a return pick-up.

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Payment Information

Shopping Bag

When you are shopping on www.stonebags.com and add an item to your bag, it will be saved in your shopping bag. Items will remain in your shopping bag until you purchase them or remove them. Items placed in your shopping bag are not reserved and may be removed upon checkout if item is no longer in stock.

Payment Options

Stone Mountain accepts the following forms of payment:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • Stone Mountain eGift Cards

Entering a gift card number number will apply the balance of the card to your order.

Promotion Codes

Steps for redeeming a Promotional Code:

  • Enter your Promotional Code on the shopping bag page or checkout page
  • Codes are case sensitive
  • Click “Apply” (only one promo code per order will be accepted. If your promo code qualifies, your deduction will be displayed in the payment summary.)

Sales Tax

Applicable sales tax will be included on all orders based on shipping address. Sales tax amount is estimated until order has shipped and shipping confirmation has been sent. We do not charge sales tax on the purchase of eGift Cards; however, items paid for with eGift Cards will be taxed.

The state and local governments require that we charge tax for items shipped to any state where Stone Mountain has a physical presence (such as a warehouse or contact center). At this time we only require tax to shipments made to New Jersey.

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