FAQs

Customer Service

Our friendly customer service staff is here to help from 6am to midnight (CST), 7 days a week, except Easter Sunday, Thanksgiving, Christmas Eve after 5pm, and Christmas Day.

- Phone: 1-800-704-5480
- Email us anytime at service@stoneberry.com
- Fax: 1-800-446-2329
- Mail: Stoneberry | 1356 Williams Street | Chippewa Falls, WI 54729

Stoneberry Credit

How do I check my Stoneberry Credit account balance?

- You can check the balance of your Stoneberry Credit Account and view any activity since your last   statement on Stoneberry.com - Click "My Account" from the top of Stoneberry.com
- Either log into an existing Stoneberry.com account or create a new Stoneberry.com account
- Select "Stoneberry Credit"
- Enter your 9-digit customer number from your Stoneberry Credit Statement along with either the last 4   digits of your social security number or your date of birth.

Can I make my Stoneberry payment online?
Yes! Simply visit the Stoneberry Credit Payment page and follow the step-by-step instructions. It's a quick, easy and secure way to make your payment.

How do I make my Stoneberry payment?

- Visit the Stoneberry Credit Payment page and follow the step-by-step instructions. It's a quick, easy and secure way to make your payment.

- Or, simply mail your payment in the envelope included with your monthly statement.

If you lost your statement or still have questions email us at service@stoneberry.com or call one of our customer service representatives toll-free at 1-800-704-5480. Customer service representatives are available between 6am and midnight (CST), 7 days a week.

Payment Options

We make shopping affordable and easy!
With Stoneberry Credit, you can Live Better Now ™ with $0 down and payments as low as $5.99/month*.
(*Subject to credit approval–*see terms and conditions for details.)

Stoneberry also accepts Visa, MasterCard, American Express and Discover. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information. This means you pay nothing if unauthorized charges are made to your credit card as a result of shopping on our web site.

Order Status/Order History

When can I expect my order to arrive?
Most orders ship within 24 hours of processing the order. Standard shipping time is 7-10 business days from receipt of your order. Items shipped Priority should reach you within 3-4 business after processing your order. Items shipped Express should reach you within 2 business days after processing your order. For more information please visit the Shipping and Returns page.

When will I receive any order confirmation?
An e-mail notification is sent when all orders are shipped. This e-mail notification contains a tracking link. If you have not provided us with your e-mail address, you may call one of our customer service representatives toll-free at 1-800-704-5480. Customer Service representatives are available 7 days a week from 6am to midnight (CST). You may also contact us at service@stoneberry.com.

How do I check the status of my order?
You may check online by clicking the "Order Status" link at the top of any page on Stoneberry.com. An e-mail notification is sent when all orders are shipped. This e-mail notification contains a tracking link. If you have not provided us with your e-mail address, you may call one of our customer service representatives toll-free at 1-800-704-5480. Customer Service representatives are available 7 days a week from 6am to midnight (CST). You may also contact us at service@stoneberry.com.

Ordering

- To order online, simply add your favorite items to your shopping cart and click "checkout"

- To order by phone, simply jot down your favorite item numbers and call one of our friendly customer   service representatives at 1-800-704-5480

- You can also fax your order to 1-800-446-2329 or mail your order to us:
   Stoneberry
   1356 Williams Street
   Chippewa Falls, WI 54729

Shipping, Returns & Exchanges

How long will it take to receive my order?
Most orders ship within 24 hours of processing the order. Standard shipping time is 7-10 business days from receipt of your order. Items shipped Priority should reach you within 3-4 business after processing your order. Items shipped Express should reach you within 2 business days after processing your order.

What shipping methods are available?

Shipping Options
For your convenience, we can ship your merchandise in a method that works best for you. You may choose "Standard" for regular USPS delivery or if you need faster delivery, you may select "Priority".

Standard
In-stock items normally leave our warehouse within 24 hours of processing your order and are shipped via USPS. Depending upon where you live, your package should arrive in 7-10 business days.

Standard Shipping and Processing Charges:

Heavyweight and Oversized Items:
Heavyweight and oversized items are designated with an alphabetic code in the product description. If you order an item with a heavyweight or oversized code, please add the amount below to your standard shipping total.

There may be some shipping restrictions on heavyweight and oversized delivery to AK, HI, and all U.S. Terr. and APO/FPO addresses.

Priority ($9.95 per item)
In-stock item(s) will be delivered within 3-4 business days after we process your order, depending upon where you live. These charges are in addition to our standard shipping and processing charges. Some restrictions apply on oversized and heavyweight items.

Express ($16.95 per item)
In-stock item(s) will be delivered within 2 business days after we process your order, depending upon where you live. These charges are in addition to our standard shipping and processing charges. Some restrictions apply on oversized and heavyweight items.

Credit card orders before 11:00am (CT) - NEXT DAY
Credit orders - 2 Days after we process your order
Orders after 11:00am (CT) - 2 Days
(No weekend or holiday deliveries)

Please allow 1-2 additional business days for delivery to AK, HI, and all U.S. Terr. and APO/FPO addresses?some restrictions may apply.

Do you ship internationally?
Unfortunately, we can only ship to addresses in the USA and US territories including Puerto Rico, Guam and APO addresses.

Can I ship to someone at an address different from mine?
Yes. During the order process, enter the name and address of the person you would like the package shipped to into the shipping information section.

Can I check on a backordered item? How will I know when my backordered item is shipped?
Once your order has shipped, you will be sent an e-mail confirmation. If an item is on temporary backorder, we will send you a post card in the mail with its expected ship date. If we have your e-mail address on file, we will also send you an e-mail notification. You can check on a backordered item either by going on-line to the "Order Status" link on the top of any page on stoneberry.com or by e-mailing us at service@stoneberry.com or calling toll-free to one of our customer service representatives at 1-800-704-5480. Customer service representatives are available between 6am and midnight (CST), 7 days a week.

If I have more than one item in my order and one item is on backorder, do I get charged twice for shipping?
No. Shipping fees are charged for the entire order only once when your first shipment is sent. If you cancel an item on backorder and were already charged for its shipping, that charge will be refunded to you.

Do I have to pay sales tax?
If you are a Wisconsin or Virginia resident, Stoneberry is required to collect sales tax on your order.

What is your return policy?
Customer satisfaction is our #1 priority. If you are not completely satisfied with your purchase, please send your item(s) back to us within 30 days and we’ll promptly handle your refund or exchange. Returned items must be in their original, unworn, and new condition. (Sorry, shipping and processing charges are non-refundable.)

Also, please note:
- Music, movies, video games and software must be returned unopened with the factory seal intact. Exchanges are permitted for identical product only.
- Products sold in sets must be returned as sets; partial returns will not be accepted.

How do I return/exchange an item to Stoneberry?

Return/Exchange Instructions
Complete and enclose the RETURN FORM located on the back of your PACKING SLIP and indicate whether the item is a return or an exchange.

Address Package To:
1356 Williams Street
Chippewa Falls, WI 54774  

If you require further assistance with your return, simply call one of our customer service representatives toll-free at 1-800-704-5480. Customer Service representatives are available 7 days a week from 6am to midnight (CST). You may also contact us at service@stoneberry.com. When calling or e-mailing, please have your order number and/or the zip code and last name of the person to whom the item was billed.

Do I have to pay shipping on an exchange item?
The item(s) requested for exchange will be sent to you free of shipping charges. You will need to pay the shipping fees to return the item(s).

How long does it take to get my refund?
Depending on the method used for return shipment, it can take up to 3 weeks for your package to be received. If you requested a refund, it should be reflected on your credit card statement within one billing cycle from the time we process your return. If you paid by check or money order, a refund check will be mailed to you. Please allow 7-10 business days from the time your return was processed for delivery. If you requested an exchange, please allow 7-21 days for the return to process and then another 7-10 days for you to receive the requested exchange item(s). Faster shipping methods are available for an extra fee.

Sizing Information

- Shoe Sizing
  -Adults
  -Kids
  -Fit Tips
- Apparel Sizing
- Jewelry Sizing
- For the Home Sizing

Shoe Sizing

How do I find my size?

Stoneberry has many brand name shoes in sizes 4-18 and in widths from AAAA (4A) - EEEEEE (6E).

- For ordering, if you are familiar with the brand, order the size you would usually buy.

Women's Standard Width Equivalents Super Slim: 4A, AAAA, SS Slim: 3A, AAA, S Narrow: 2A, AA, N Medium: B, M, MW Wide: C, D, E, W Extra Wide: 2E, EE, XW, WW, EEEE Women's shoe width guidelines. B width is a medium (M) width; this is the regular or average width. A, AA, AAA, etc. are narrow widths, the more "A's" the narrower the shoe, every A decreases the width by ¼ inch. D, E, EE, etc. are wide width shoes, for every letter you go up ¼ inch is added to the width, also for every extra "E" (i.e. E to EE) an extra ¼ inch is added. The letters "D", "W", "EE", and "WW" refer to the width of the foot, not the size of the calf. Men's Standard Width Equivalents Narrow: 3A, AAA, 2A, AA, B, N, C Medium: D, M Wide: E, W Extra Wide: 2E, EE, WW, EEE, XS, 4E, EEEE, 5E, EEEEE, 6E, EEEEEE Men's shoe width guidelines. D width is a medium (M) width; this is the regular or average width. C width or a B width is a narrow width. If you go down a letter the width is decreased by ¼ inch. E width is a wide width, every time another "E" is added (i.e. EE to EEE) the width is increased by ¼ inch. Kids Shoe Sizing
Kids' shoe guidelines. If you are unsure what size shoe your child wears: - Put your child's heel against the wall, on top of a piece of paper. - Mark where your child's heel is, and where the toes are. Measure both feet. - Measure the distance between the marks and use the conversion chart to find the proper shoe size. - Or print off the sizing chart found here. Fit tips - Your child's feet are constantly growing! Be sure to check their shoes fit properly every two to three months. - Kids' shoes should have ¼" wiggle room in the toe area. This allows room to grow and helps with balance. A snug width is also important to keep your child from slipping out of his/her shoes. - Often brands size their shoes differently, and you may see fit recommendations for certain styles. If you are accustomed to the brand, please purchase the size you normally buy. If not, please consider our recommendations. - It is normal for a child to have one foot larger than the other. Order shoes to the larger foot. -If no narrow sizes are available, you may wish to order a ½ size down. - If no wide sizes are available, you may wish to order a ½ size up. - If your child is in between sizes, we recommend ordering the next ½ size up.
Heel height guidelines Heel heights are measured on the middle of the heel as shown here. Heel heights are also determined by the size of the shoe. As the shoe gets larger, the heel gets proportionately higher. In other words, the heel on a size 6 will not be as high as a heel on a size 11.
Unsure of your size or your exact size is not offered? Stoneberry offers these suggestions: 1. Shoes sizes increase ¼ inch for every half size. A size 8 ½ shoe is ¼ inch longer than a size 8 shoe. 2. A proper fitting shoe should have approximately ½ to ¾ of an inch from the end of your toe to the end of the shoe.
How do I measure my foot? Be sure to measure both feet and fit to the larger foot. To measure the length: Measure the foot from the heel to the tip of the longest toe using a ruler or tape measure. To measure the width: - Use a tape measure to wrap your foot at the largest part of the foot so it fits comfortably without any gaps.
Stoneberry does have a sizing guide available. Stoneberry can send you a measuring chart to use in the convenience of your home if you e-mail us your request at service@Stoneberry.com.
Other Fit Tips: 1. If you need a ½ size, and one is not offered, order the next size up (i.e. need 9 ½, order 10) 2. If you need a narrow width and a narrow is not available, you may want to order one ½ size down. 3. If you need a wide width and a wide is not available, you may want to order ½ size up. 4. If one foot is larger than the other, order for the larger foot. 5. For women ordering men's sized shoes order 1 ½ sizes down (i.e. women's size 9 = men's size 7 ½). 6. For men ordering women's sized shoes order 1 ½ sizes up (men's size 8 = women's size 9 ½). 7. Some manufacturers only offer their shoes in European or UK sizes. Here, Stoneberry helps you by translating foreign sizes into American, with a sizing chart for that style. 8. If a style is not running true to size, Stoneberry will provide a fit recommendation.
Apparel Sizing
Jewelry Sizing
For the Home Sizing Bedding Sweet dreams! But before you purchase your sheets and blankets, first check the size of mattress you have. Check the reference chart below to help determine your bed size. NOTE: A pocket size fits 2” in either direction of the depth. For example, a 12” pocket will fit a 10” to 14” deep mattress. Curtains Window Measurements Usually a set of curtain’s width should be at least 1 1/2 to 3 times the width of your window for the best look. For example, if your window measures 40” wide, your curtains should have a width between 60” and 120” to properly cover the window. For pinch-pleated drapes, the curtains do not get gathered on the curtain rod, so the width of your window or door is approximately the width size you need. Shower Curtain Most shower curtains come in a standard 70”x70” size that should accommodate your shower perfectly! Some curtains may be slightly wider or longer for a more decorative look. Slipcovers Chairs, Loveseats, and Sofas To determine if our slipcovers will fit your chair, loveseat or sofa, measure from the outside arm to the outside arm as shown in the diagrams below. Some slipcovers also list height and depth, which are measured as shown below. See product page for measurements specific to individual patterns. Recliners To determine if our slipcovers will fit your recliner, measure the circumference all the way around the recliner's back as shown in the diagram to the right. Some slipcovers also list height and depth, which are measured as shown in the image above. See product page for measurements specific to individual patterns.

Privacy & Security

How do I know it is safe and secure to use my credit card on stoneberry.com?
Stoneberry is deeply committed to your online order security. Shopping at Stoneberry is always safe and secure. We take every step to ensure the security of your personal information such as your name, address and credit card number. Stoneberry uses the industry standard, state-of-the-art VeriSign for completely dependable online security. VeriSign is the most trusted and recognized name in security on the web. Stoneberry also uses Secure Socket Layer (SSL) advanced encryption technology to protect your personal information and privacy. All credit card transactions are secure. With Stoneberry, you can enjoy worry-free shopping. Always safe, always secure.

Our servers use Secure Socket Layer (SSL) advanced encryption so all credit card transactions are secure. As an added measure, in the unlikely event of credit card fraud, there is still no risk to you. The Fair Credit Act states that your credit card company can hold you liable for a maximum of $50.00 in fraudulent charges. Stoneberry will reimburse you for any charges up to the $50.00 maximum your credit card company can charge you if those charges result from an order you placed on our secure server. Stoneberry has had no confirmed cases of fraud reported by customers who made credit card purchases on our Internet site. You can enjoy shopping worry free at Stoneberry.

What is Stoneberry's privacy policy?
Stoneberry may occasionally provide our customer list to companies whose products might interest you. If you do not wish to receive these mailings, please send your request along with your mailing address to us by phone at 1-800-704-5480 or write to:

Stoneberry
1356 Williams Street
Chippewa Falls, WI 54729

We use a third-party service provider to serve ads on our behalf across the Internet and sometimes on this site. They may collect anonymous information about your visits to our Web site, and your interaction with our products and services. They may also use information about your visits to this and other Web sites to target advertisements for goods and services. This anonymous information is collected through the use of a pixel tag, which is industry standard technology used by most major web sites. No personally identifiable information is collected or used in this process. They do not know the name, phone number, address, email address, or any personally identifying information about the user. If you would like more information about this practice and to know your choices about not having this anonymous information used by our third party service provider, please click here: http://www.imiclk.com/privacy.html

Stoneberry has arranged with PowerReviews, Inc. (d/b/a Buzzillions) ("PR") (http://www.buzzillions.com) to facilitate customer reviews of products sold by Stoneberry. When you submit a review to PR, you will be subject to PR's terms of use and privacy policies. The reviews you submit may be posted on both PR's site (http://www.buzzillions.com) and our site.

Legal Information

Product Information - The products displayed at this Site are available while supplies last. The prices displayed at this Site are quoted in U.S. dollars.

Cookies - Cookies are small pieces of information that are stored by the browser on your hard drive. Our site stores some information on your device in the form of a cookie or similar file. The cookies that are configured by us do not contain any personally identifying information, such as your name, or other sensitive information. The cookies our site uses allow us to recognize you when you return to our site and to provide you with a customized experience that we feel will be of value to you. For example, these files allow us to tailor your online shopping experience to reflect your expressed interests and preferences. We also use cookies to allow special features on our site to function correctly. If you do not choose to use cookies, you can still place an order by calling 1-800-704-5480.

Links To Other Web Sites And Services - This Site may contain links to outside services or resources that Stoneberry does not control. Any concern about these services and resources should be directed to that outside Site. If you are not able to resolve these concerns with the linked site, please let us know.

Terms Of Use - We welcome you to the Stoneberry Site. The rules that apply to your use of our Site are set forth in the following paragraphs. By using our Site you are agreeing to those rules. We reserve the right to change the rules from time to time. Your ongoing use of the Site means that you agree to the rules as changed.

Property Rights - The entire Site as a whole is protected by copyright and trade dress laws. All rights, ownership and interest in are owned by Stoneberry and its parent companies. All identified trademarks appearing at the site are trademarks of Stoneberry and its parent companies and all affiliated trademarks of other companies used with permission. Excepting trademarks and brand names of third parties for merchandise depicted on the Site, or as otherwise noted, all images, materials, designs, photographs, illustrations, icons, videos and other materials that are part of this Site are copyrights, trademarks, trade dress and/or other intellectual properties owned, controlled or licensed by Stoneberry and its parent companies. Our Site as a whole, and its contents, are intended solely for personal, non-commercial use by Site users. It is permissible to download or copy contents and other materials subject to downloaded capability displayed on the Site for personal use only. No right, title or interest in any downloaded images or materials or software is transferred to you as a result of any personal copying or downloading. As a Site user, you may not reproduce (except for personal use as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of, or otherwise utilize in any way, in whole or in part, any of the Contents, the Site, or any related software.

Promotions

Where can I find out about Stoneberry.com promotions and special offers?
One great way to receive information on upcoming promotions at Stoneberry.com is to sign up to receive our emails. This option is available at the bottom of each page on the Stoneberry.com website. Simply enter your email address and we will begin sending special offers and the latest news within 1-2 weeks. Another option is to check the Stoneberry.com website on a regular basis.

Occasionally, one of our partners may offer special promotions at Stoneberry.com. However, we can only guarantee that codes sent directly from Stoneberry.com will be authorized and function properly.

How can I be sure I will receive a promotion advertised on Stoneberry.com?
If the promotion is advertised on the Stoneberry.com site, the discount will be applied during the checkout process. Please be sure to read all of the details of the offer to be sure it applies to your purchase.

Promotional offers are not redeemable for cash and cannot be combined with other offers. We are not able to provide credits or adjustments on previous purchases. Some promotions may apply only to certain brands or regular priced items on Stoneberry.com. Please refer to the specific information for each promotion for additional details. If you have any questions about a Stoneberry.com promotion, please email service@stoneberry.com or call 1-800-704-5480 for assistance.

I received a promo code for Stoneberry.com. How do I use it?
Once you have finished placing your desired purchases into your online shopping cart, select “Shopping Cart” at the top of the page. Confirm that all of your products are included, and then enter your promo code into the space marked “Promotion Code.” Click "Apply" to see your new total. It’s that simple! The discount will be automatically applied to your purchase.

My promotional code isn’t working. What can I do?
If for some reason your promotional code doesn’t appear to be working, please double check the expiration date and any exclusions related to the offer. If the offer has not expired and doesn’t carry any applicable exclusions, please email service@stoneberry.com or call 1-800-704-5480 for additional assistance.

Can I use more than one promo code at a time?
Only one promotional code can be used on each Stoneberry.com purchase. The code you enter last will be the discount applied to your current Stoneberry order. If you type in a specific promotional code, this will override any promotion from an online advertisement.

Can I use the same promotional code more than once?
Yes! Unless the offer states otherwise, a promotional code may be used an unlimited number of times until the deal expires.

Product Recall Information

Find out the most up to date information we have on product recalls.

Warranty Information

Learn more about warranty information.

Opened Items

What are opened items?
Opened items are a great way to find a bargain! Stoneberry sells new, unused customer returns as "opened items." These items may not be in their original packaging, but are carefully inspected to meet our original quality standards. Opened items are covered by the same satisfaction guarantee as all our other products, and can also be returned under our standard return policy. We're always adding more opened items ? you can find them here. Of course, inventory is limited, and these items sell quickly, so don't wait to order if you find a great deal!