Frequently Asked Questions

While some businesses talk about being like a family, a significant portion of our staff is, quite literally, family!

General

Discounts

Shipping

Where to buy

Return Policy

Privacy Policy

Will it withstand the heat? How high up from the fireplace or range should it be? Would the surface be ok with all weathers? Would it be too hot in the sun for outdoor use?

Yes, our goods are made completely of stainless steel - fireproof and waterproof material. We use 18 Gauge (~1.2mm) metal AISI 304 grade sheet thickness as the most effective thickness for reflection of heat, no more no less. As you know, all manufacturers of fireplaces recommend using thermal shields for your TV, soundbars, mirrors, paintings, etc. made only of NON-COMBUSTIBLE materials. Because of metal's unique properties, it can be an excellent heat shield (such as when aluminum foil is wrapped around warm food) or an excellent heat sink (such as when metals fins are attached to computer chips). You can read about it additionally: https://www.wtamu.edu/~cbaird/sq/2016/03/08/is-metal-a-good-heat-shield/

The diagram with all the needed information to make your fireplace space safe.

Are delivery and taxes included in the prices on your website?

Yes, delivery, duties, and taxes are included in the prices. We ship worldwide and we pay duties and taxes to Governments except: 1) Iran, 2) Russia, 3) Belarus, 4) North Korea, 5) South Sudan, 6) Pakistan, 7) Afghanistan, 8) Venezuela, 9) Myanmar (Burma), 10) Central African Republic, 11) Syria, 12) Turkmenistan, 13) China.

If you're a resident of one of the countries and wish to purchase our goods, please email us at info@ponomasteel.com to confirm that you agree to pay all Duties & Taxes yourself -we'll ship to your address and pay Delivery only.

Learn more: https://ponomasteel.com/policies/shipping-policy

Feel free to observe our interactive sale map and Customer reviews from different countries.

Do you provide international shipping?

Yes, we ship internationally. Learn more

I wanted to use it over my range. I have inferred lamps that can keep food warm. Is this product safe for that use?

A nice bonus for customers who love homemade baking: you can place our shelves under warm lamps and make your favorite baked goods on them. Just don't forget to lay a special food paper for ovens and wipe the jam from them, especially from sour berries or fruits. Stainless steel is fire and water-resistant, but acid is contraindicated for it.

Discounts

90% off sale of damaged items

Join our Facebook Ponoma Group or read our Blog to find and apply 10% off discount code for all orders

Save up to 35% on our SALE

Buy now, pay later with Shop Pay icon in your check out on Ponomasteel.com

Shipping policy

We provide Free Worldwide Delivery: we ship worldwide and pay all delivery fees door-to-door to your address. The processing time before shipping is shown at the top of each listing.

We use UPS, FedEx for the USA, DHL Express, USPS for international delivery. We email track numbers to buyers after shipping immediately. Delivery time: 2 - 5 business days for delivering to Continental USA with UPS or FedEx; 7 -20 business days for delivering to Alaska, Hawaii, Puerto Rico, Canada, EU, Asia, Africa, Australia, New Zealand with DHL Express and USPS.

Sales taxes

We're responsible for the US sales taxes. The price you see is the price you get. 

Customs and import taxes

We are responsible for any customs and import taxes that can be applied to orders of our foreign customers. The price you see is the price you get. If you still have to pay additional duties or taxes, please email us at order@ponomasteel.com - we'll compensate for it immediately. So, we are responsible for any customs and import taxes that can be applied to orders of our foreign customers except:

1) Iran, 2) Russia, 3) Belarus, 4) North Korea, 5) South Sudan, 6) Pakistan, 7) Afghanistan, 8) Venezuela, 9) Myanmar (Burma), 10) Central African Republic, 11) Syria, 12) Turkmenistan, 13) China, 14) Kazakhstan, 15) Burkina Faso.

-we don't ship to the countries. 

Copyright

Ponoma® retains all copyrights in any text, graphic images, and software owned by Ponoma® and hereby authorizes you to electronically copy documents published herein solely for the purpose of transmitting or viewing the information. You may not mirror, modify or otherwise alter any files in this website for rebroadcast, or print the information contained therein, without written permission from Ponoma. Except as expressly provided above, nothing contained herein shall be construed as conferring any license or right under any Ponoma® copyright, patent, or trademark.

Ponoma® as well as corporate and product identity used herein is a trademark of Ponoma and may not be used without permission.

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Buyer is responsible for return shipping costs.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at order@ponomasteel.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at order@ponomasteel.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Privacy policy

This Privacy Policy describes how ponomasteel.com (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

Device information

  • Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
  • Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
  • Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels.
  • Disclosure for a business purpose: shared with our processor Shopify.

Order information

  • Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number.
  • Purpose of collection: to provide products or services to you to fulfill our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
  • Source of collection: collected from you.
  • Disclosure for a business purpose: shared with our processor Shopify.

Customer support information

  • Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number.
  • Purpose of collection: to provide customer support.
  • Source of collection: collected from you.
  • Disclosure for a business purpose: shared with our processor Shopify.

Minors

The Site is not intended for individuals under the age of 12 y.o. We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address below to request deletion.

Sharing Personal Information

We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:

  • We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
  • We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Behavioural Advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

  • We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://policies.google.com/privacy?hl=en.You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
  • We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Using Personal Information

We use your personal information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

Lawful basis

Pursuant to the General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“EEA”), we process your personal information under the following lawful bases:

  • Your consent;
  • The performance of the contract between you and the Site;
  • Compliance with our legal obligations;
  • To protect your vital interests;
  • To perform a task carried out in the public interest;
  • For our legitimate interests, which do not override your fundamental rights and freedoms.

Retention

When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

Automatic decision-making

If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

We engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

  • Temporary denylist of IP addresses associated with repeated failed transactions. This denylist persists for a small number of hours.
  • Temporary denylist of credit cards associated with denylisted IP addresses. This denylist persists for a small number of days.

Your rights

GDPR

If you are a resident of the EEA, you have the right to access the Personal Information we hold about you, to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information below.

Your Personal Information will be initially processed in Ireland and then will be transferred outside of Europe for storage and further processing, including to Canada and the United States. For more information on how data transfers comply with the GDPR, see Shopify’s GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR.

CCPA

If you are a resident of California, you have the right to access the Personal Information we hold about you (also known as the ‘Right to Know’), to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information below.

If you would like to designate an authorized agent to submit these requests on your behalf, please contact us at the address below.

Cookies

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance, whether it’s their first time visiting or if they are a frequent visitor.

We use the following cookies to optimize your experience on our Site and to provide our services.

Cookies Necessary for the Functioning of the Store

Reporting and Analytics

The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage, or filter cookies can be found in your browser’s help file or through such sites as www.allaboutcookies.org.

Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

Do Not Track

Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

Changes

We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Contact

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@ponomasteel.com or by mail using the details provided below:

Ponoma, LLC.

2414 Batestown Rd

Danville, IL 61832

Last updated: Feb.1, 2022

If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. You can contact your local data protection authority, or our supervisory authority here: https://ico.org.uk