Policies
Large Order Terms
These terms apply to every order with an order total of $10,000 or more. They add to our Terms of Service and Quote Terms. Where they differ, these terms apply.
Last updated: November 8, 2026
Who these terms cover
- Every order of $10,000 or more, from a quote, an invoice, a purchase order or the website. Order total means the total after discounts, including shipping, before tax.
- Paying the quote, invoice or order means you accept these terms.
- $25,000 or more: we send a signed order acknowledgment through an e-sign link. We process your order and start production only after it's signed.
- The same terms apply to every customer. Different terms apply only when we agree to them in writing on your quote.
Cancellations
- Cancel free within 48 hours of when we process your order. After 48 hours, the order can't be cancelled.
- We start buying parts and scheduling your order after the 48 hours. A large order ties up parts and floor time that we can't use for anyone else.
- If you stop an order after 48 hours or refuse delivery, we keep only our reasonable costs and losses on it, less what we save and what we get back by reusing or reselling parts and items. We refund the rest.
- To cancel, email [email protected] or call 612-789-0530.
- Refunds go back to the original payment method.
- If we can't ship by the lead time we gave you, you can cancel for a full refund of everything you paid, including fees. This overrides every other rule on this page.
Changes
- Change anything at no charge within 48 hours of when we process your order.
- After 48 hours, ask us. We make a change at no charge only if it leaves us with no unused parts, work, finished items or schedule cost. The price and lead time update to match.
- Items we've started building, bought parts for or scheduled stay on your order and are paid for. A replacement or added item goes on as a new line with its own price and lead time.
- Removing an item or lowering a quantity is a cancellation of that item, not a change. See Cancellations.
- Anything else is up to us. Any exception we agree to is written on your quote.
- A change to finish, color, size or fixture, or a higher quantity, counts as a change.
Lead time and order confirmation
- The 48-hour windows start when we process your order. At $25,000 or more, we process it only after the signed acknowledgment comes back.
- Your lead time starts when we've processed your order and have your payment. With payment terms, that's your 50% deposit.
- When we process your order, we send a confirmation that lists every item, quantity, finish and color, and the time we processed it.
- You have 2 business days from that confirmation to tell us about errors. We fix any error you report in that time at no charge, even after the 48 hours. After that, we build what it shows.
Payment
- We accept check, ACH, wire and credit card.
- Orders are paid in full before production starts, unless you have payment terms with us.
- Accounts with payment terms pay a 50% deposit before production starts. The rest is due 30 days after your order ships. If items ship as they're ready, each shipment's share is due 30 days after it ships. The deposit is a first payment, not a cancellation fee; the rest is still owed.
- Payment terms exist only by written agreement with us.
Card fee
- A credit card payment of $10,000 or more carries a 3% fee. This includes website checkout, invoices and purchase orders.
- Debit and prepaid cards never carry the fee. The fee is never more than what card processing costs us.
- We show the fee before you pay, and it's listed on your receipt.
- To avoid it, pay by ACH, wire or check. Ordering on the website? Contact us before checkout, and we'll send an invoice you can pay by ACH with no fee.
Shipping and storage
- Large orders ship together once everything is ready. Want items sent as they're ready? Ask us; each extra shipment is billed.
- Large orders ship by LTL freight. Tell us if you need a liftgate, an appointment or a site contact.
- We tell you when your order is ready to ship. We hold it free for 2 months from that notice or from the end of the lead time, whichever is later.
- After that, if it's waiting on you (you asked us to hold it, or you can't take delivery), storage is 1% of the order total per month until it ships. Any part of a month counts as a full month. We never charge storage on an order we're still building.
Returns and warranty
- Final sale: large orders can't be returned.
- Damaged, wrong or missing items are still covered. Report them within 30 days of delivery, with photos. Don't install a damaged item.
- Every light fixture and hardware product carries a 2-year limited warranty from delivery. Details: Terms of Service.
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We are here to help
Still have a question?
Email [email protected] or call 612-789-0530, Monday–Friday, 9–5. Dutton Brown Design, LLC, 1995 Oakcrest Avenue, Roseville, MN 55113.
Related: Terms of Service · Quote Terms · Return Policy · Shipping Policy
