Products shipped by SILA Concepts are properly packaged and protected; therefore, damage in transit is the responsibility of the carrier. If a package appears damaged when you receive it, indicate the condition of the package on your receipt from the carrier. If damage is discovered upon opening the package, notify the carrier and SILA Concepts immediately. Damage claims are handled through the carrier. Be sure to retain packing materials for carrier inspection.
Claims for missing items or error in shipment must be reported within 7 days of order receipt.
SILA Concepts ships internationally. While browsing the site, simply put the items in your shopping cart and register with your local international address at the checkout screen. Once you register, our online store will calculate your shipping costs and if you agree, simply process payment for your order and we will ship accordingly. We at SILA Concepts do our best to estimate International Shipping Costs. Due to the fact that we currently ship to over 100 countries it is at times difficult to estimate the exact shipping amount. We do our best to provide an accurate shipping quote, but at times the actual shipping costs may be higher. If the costs are substantially higher then we collected we will contact you with the revised shipping total. You will then have a choice of paying the addition fees or if you choose we will promptly issue you a full refund and cancel the transaction.
If you are placing an order from outside the continental United States, please contact us directly for a shipping quote by using our easy to use online form (link here). Please allow us 24 hours to process your inquiry and find the most affordable shipping options for you. We will then contact you back with shipping options and let you select the options that fits your needs best.
Customs and Duties Fees:
International customers are responsible for any and all additional custom fees/ taxes/ duties that may be imposed by the countries government that the order is shipped to. Please understand SILA Concepts does not have any control over any governmental custom fees and/or taxes. Please check with your local government's import laws prior to placing your order if you are not sure of what these charges are.
By placing this order you agree to pay any and all duties / taxes / fees that may be charged by your government. You understand that SILA Concepts does not collect any of these fees and is not responsible for paying any fees/ taxes that your government may change you for this shipment. You further understand and agree that if you choose to not pay the duties/ taxes/ fees that your government may impose the order will be returned back to SILA Concepts. When this happens all returned shipping fees/ taxes/ tariffs will be charged to the original card holder and the person who placed the original owner. By purchasing the above products you are agreeing to these terms.
Our goal at SILA Concepts is to do our best to stock most of the items we offer. If for some reason any of the items you have ordered are sold out we will promptly notify you. The shipment notification email you receive will identify any backordered items and indicate the approximate date we expect to receive the item at our warehouse.
Some items are made available on a Special Order basis. These are typically items with very low demand that we choose not to keep in inventory, or items that are custom built or built to order. These items require a 100% non-refundable deposit at the time the order is placed. Because of the nature of Special Order items, your order cannot be canceled once your order is accepted and deposit taken, nor can returns be accepted once the item has shipped. We at SILA Concepts value your satisfaction. We back up every sale with our Satisfaction Guarantee: If you're not fully satisfied with our products or service, we'll refund the purchase price*. Please follow the instructions below carefully to ensure your return is accepted and processed promptly:
1. Returned item(s) must be in original condition, in original packaging, unused, uninstalled, unmarked and re-saleable, with all documentation and packaging intact to be eligible for refund or credit. Electrical Components, Software or Software Devices, Special Order or Custom Built Items are not accepted for return.*
2. In order to request a return of a product(s) please fill out the RMA Form (link) for a Return Authorization and a Return Authorization Number (RA#). You will need your invoice number so please have that nearby when filling out the RMA Form. SILA Concepts will refuse unauthorized returns. All returns must have the RMA Form attached along with clearly written contact information in case we need to contact you with any questions or require additional information.
3. Include a copy of the original invoice in the box, including the completed return form included with the shipment. Write the RA# on the return form, and on the shipping label so there are no additional delays in processing your refund.
4. SILA Concepts must receive returned items within 7 calendar days of your original receipt of the product to be eligible for a full refund (except in cases where an item has an extended return policy). Items received between 8 and 20 days from date of receipt, or received without a copy of an Invoice, Return form and RA# are subject to a 20% re-stocking fee, and are eligible for store credit only. Returned items are subject to inspection prior to issuance of refund or credit. Credits or exchanges cannot be issued for used or incomplete returns. Items determined as ineligible for credit can be shipped back to the customer upon request, at customers expense. Unclaimed ineligible return items will be disposed of after 30 days.*
5. Send your package pre-paid, insured and traceable to:
- SILA Concepts
- Attn: Returns Department
- 22108 State Highway 71 W
- Spicewood, TX 78669
Please package your return merchandise carefully. Credit will not be given for returned merchandise damage incurred in transit. No UPS Call Tags will be issued. With the exception of returns caused by our error, shipping costs for returned items are the buyer's sole responsibility. We do not accept returns shipped to us "COD Freight", nor do we pay outgoing freight charges. Our goal is to process all returns within 3-4 days of receipt, but credit card companies usually take a little longer before they show the credit on your account. Due to this please allow up to 14-21 days for your return to be fully processed and credit applied or refund issued. Refused shipments returned to SILA Concepts do not automatically qualify for credit.
SILA Concepts understands that our customers care about their personal information. As part of our commitment to customer service, we strives to make you feel safe and comfortable doing business with us. Here are some guidelines we follow to keep your personal information secure and private.
Personal identification information
We may collect personal identification information from users in a variety of ways, including, but not limited to, when users visit our website, register on the site, place an order, subscribe to the newsletter, and in connection with other activities, services, features or resources we make available on our website. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our site anonymously. We will collect personal identification information from users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain website related activities.
Web browser cookies
How we use collected information
SILA Concepts may collect and use Users personal information for the following purposes:
We may use information in the aggregate to understand how our users as a group use the services and resources provided on our site.
We may use the information users provide when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
We may use the email address to send user information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and / or other requests. If user decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the user would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or user may contact us via our site.
How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our website.
Sensitive and private data exchange between SILA Concepts and its users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.
Sharing your personal information
We do not sell, trade, or rent user's personal identification information to others.
Your acceptance of these terms
By using SILAConcepts.com, you signify your acceptance of this policy and terms of service.