Shipping policy

General Shipping Policy

  • Items are shipped only two ways, small parcel carrier (UPS/FedEx) or by freight truck
  • We service the contiguous United States, this excludes Hawaii, Alaska, and Puerto Rico
  • Additional charges can apply to businesses or residences in hard to access areas (e.g. island locations, gated communities, limited headroom bridges)
  • Refused shipments will have shipping charges (both ways) deducted from the refund
  • Freight carriers deliver Monday through Friday between 9AM and 5PM
  • Missed appointments will incur additional fees billed directly to the customer by the carrier

 

Processing and Transit Times

  • Orders shipping to an address different than a billing address will be charged in full and have processing times extended
    • To avoid delays please make sure the shipping address is verified with your credit card issuer. In stock items typically take 1-2 weeks to deliver (please see the details below)
      • Proximity to the warehouse, upgraded shipping, and products located in Canadian warehouses may add to normal transit times
  • In stock items take 3-7 business days to prep for delivery regardless of delivery method
  • Special/custom order or back order dates are estimates and subject to change
  • Deposits on special/custom orders are not refundable regardless of the cancellation date
  • Tracking is sent via email with the tracking number and carrier’s website to track online

 

 

Free Curbside Delivery - Small Parcel Delivery

  • Items typically arrive between 3-7 business days after tracking is sent
  • Adult signatures are not required
  • The decision to leave your package without a signature is at the discretion of the carrier

 

Free Curbside Delivery - Freight Delivery

  • Delivery appointment is typically 7 to 10 business days after tracking is sent.
  • The freight carrier will call in advance to schedule a delivery appointment, generally within a 4-hour window
  • Free freight delivery requires the customer to move the items into their residence/business
  • Products that ship this method are usually large and may require assistance (driver is not obligated to assist)
  • Hydraulic assistance (known as a liftgate) is not provided to lower items to the ground
  • Additional costs resulting from COI (Certificate of Insurance), remote location, truck size restrictions, etc. will be the responsibility of the customer

 

Inside Delivery

  • Delivery appointment is typically scheduled 7-14 business days after tracking is sent.
  • The freight carrier will call in advance to schedule a delivery appointment, generally within a 4-hour window.
  • A maximum of two flights of stairs (1 flight = 15 stairs) will be accommodated
  • Assembly and debris removal are NOT included with this service.
  • Not all areas are serviceable for our upgraded inside delivery. A notification will be sent prior to shipping any order if the requested shipping method is not available.

 

 

Customer Responsibility During Delivery

  • Missed appointments will have re-delivery fees, or storage fees will be charged.
    • For items still at the local terminal, re-delivery fees will range from $100 -$200 with storage fees ranging from $25 -$75 per day
    • For items shipped back to the origin warehouse, re-delivery fees will range from $200 - $500 with storage fees ranging from $25 -$75 per day
  • Unreachable contact information will result in the item being returned to the warehouse and a redelivery fee will be assessed.
  • If an item is confirmed not damaged and a re-delivery can be made but still refused, the return would be processed as a standard return.
  • Any issues (holes, crushed corners, dents, worn tops, bottoms or edges, scraping, dirt etc.) must be noted on the delivery slip.
  • Freight items are to be inspected thoroughly before signing a release.
  • Items being held for any reason (commercial project, move, storage, etc.) still need to be inspected.
  • Delivery must be refused and issues must be noted in order to receive a refund or replacement.
  • Detailed pictures and a notice of refusal must be emailed within 24hrs of refusal.
  • A customer’s agent (family member or friend) may inspect/sign for the item if they are at the residence - an agent's inspection and signature is considered the same as the customer

Disclaimer

  • All items are subject to availability.  Items on the site are available to purchase but may be sold out at the time of purchase due to the inventory depleting at the warehouse.  Items that are sold out can be reserved for the next shipment or be refunded in full.
  • Any aid in the form of lifting, assembling, debris removal, or installation are done under the sole volition of the customer
  • Any damages incurred by aiding the delivery agent while the delivery, assembly, debris removal, installation, or inspection is being conducted are the responsibility of the customer
  • Multiple item orders may be delivered at different times, please make note if all items have to be delivered simultaneously
  • Customer should not, in any way, attempt to complete a paid service on their own if delivery, assembly, debris removal, installation, or inspection take longer than the allotted time and is rescheduled