The honest answers, before you have to ask.

Ordering & pricing

Are the prices in USD? Do they include duties?

Yes to both. Every BASINCRAFT price is in US dollars and includes DDP (Delivered Duty Paid) — import duties, customs clearance, and freight forwarding are all built in. The price you see at checkout is the price you pay. No customs invoice will arrive after delivery.

Do I pay sales tax?

Sales tax is calculated at checkout based on your shipping address. We currently collect tax in Connecticut (where Ashgray LLC is registered) and other states where we've established nexus. If your state isn't taxed at checkout, you may owe use tax depending on your state's rules.

Can I see the actual piece before I commit?

Yes — order a sample pack. Five samples for $25, credited back as store credit on your first order over $200. Real cut pieces shipped via USPS Priority within 2 business days. Order samples →

Do you offer trade pricing?

Yes — 10–20% off retail for verified designers, architects, builders, and stone fabricators. The Trade Program also includes first look at new slab arrivals, slab-pick photography, and a direct specialist.

Can I get a quote for a larger project?

Absolutely. Use the Project Quote form for bathroom builds, kitchens, full primary suites, or hospitality projects. A specialist sends itemized pricing, slab photography, and freight to your ZIP within 24 hours (business days).

Shipping & delivery

How long until it arrives?

In-stock pieces: ship within 5–7 business days from our Connecticut warehouse, arrive via DHL, UPS, or FedEx in 7–10 business days (so 10–15 business days total from order to door).

Made-to-order pieces: 4–6 weeks production in our Denizli atelier, then 2–3 weeks shipping. So roughly 6–9 weeks total.

Custom commissions: 4–14 weeks depending on the piece (custom basin: 4–6 wk; custom slab cut: 2–3 wk; custom table: 8–14 wk; custom mosaic: 4–8 wk), plus 2–3 weeks shipping.

Where do you ship?

Currently the contiguous United States (“Lower 48”) at flat $12 Standard, plus Alaska and Hawaii at $25. We don't ship to Canada, Mexico, or international addresses at this time.

Who delivers?

Tracked DHL, UPS, or FedEx — carrier depends on weight, dimensions, and your ZIP. You'll get a tracking number when the piece ships. Bathtubs and other oversized pieces ship freight; the carrier will schedule a delivery window with you.

Is shipping insured?

Yes — full insurance is included in every order at no extra cost. If anything arrives damaged, we replace it free of charge. See the 30-day damage guarantee below.

Damage & returns

What if my piece arrives damaged?

Photo it. File a Damage Claim with photos within 30 days of delivery. We respond within 24 hours with a path forward — free replacement, full refund, store credit, or partial discount, whichever you prefer.

Critical: photo the outer packaging too, even if it looks fine. Carrier insurance claims require packaging photos.

Can I return a piece I just don't like?

For in-stock pieces, yes — within 14 days of delivery, in original packaging, at your shipping cost (we'll provide a return label and deduct $40–$80 for return freight depending on size). Made-to-order and custom pieces are final sale.

This is why we strongly recommend ordering a sample pack first if you're unsure about the stone.

What's your warranty?

10-year manufacturer warranty against defects in carving, structural integrity, or sealing failure under normal use. Doesn't cover damage from improper installation, abrasive cleaners, or impact. Email help@basincraft.com with photos and your order number to file a warranty claim.

Products & materials

Is it really hand-carved?

Yes. Every basin, bathtub, table, and mosaic is carved by hand from a single block of natural stone. We never use cast stone, composites, agglomerates, or resin. Each piece is one-of-a-kind — veining and color will vary slightly from the photos.

Where does your stone come from?

Travertine, limestone, basalt, and Turkish marbles are quarried in Türkiye. Carrara, Calacatta, and Statuario marbles are quarried in Italy (Apuan Alps, Tuscany). Onyx varieties come from several locations including Pakistan and Iran. We've visited every quarry we buy from.

How do I choose between marble, travertine, limestone, etc.?

See our Stone Education page for the full breakdown. Short version: marble for white/dramatic veining (bathrooms, statement pieces); travertine for warm/earthy (popular for tubs, modern bathrooms); limestone for soft/neutral (Mediterranean-style); onyx for translucent/back-lit (statement walls, lighting); granite for durable/colorful; basalt for dark/contemporary.

What finishes are available?

Polished (high-gloss reflective), honed (matte, soft), tumbled (rustic, weathered edges), and leathered/brushed (textured matte) on select stones. Each product page lists available finishes. Custom finishes available on commission.

Can I customize sizing?

Yes — we offer custom sizing on most vessel sinks and all bathtubs. Send dimensions, drain placement, and edge profile to the Custom Work form and we'll send a quote within 24 hours. Custom orders take 4–14 weeks depending on the piece.

Installation & care

Can I install it myself?

Depends on the piece. Vessel sinks are usually plumber-required (drain hookup, mounting). Mosaics and tiles can be DIY if you've done tile work before. Bathtubs always require a plumber and usually two people for placement. Each product page lists the installation difficulty.

Do I need to seal natural stone?

Yes — once a year for marble, travertine, and limestone (more porous). Granite and basalt need less frequent sealing. We include a complimentary bottle of stone sealer with every order over $500. Full instructions on the Care & Maintenance page.

What if I stain it?

Most stains lift with a poultice (baking soda + water paste, left to dry overnight). For etch marks on marble, light buffing usually restores the finish. The Care & Maintenance page has stain-by-stain instructions.

Anything else?

If your question isn't here, email help@basincraft.com — a real person on our Connecticut team responds within 4 business hours.