Shipping and Delivery

Items are shipped only two ways, small parcel carrier (UPS/FedEx) or by freight truck
We service the United States (including Hawaii, Alaska, and Puerto Rico) and Canada only
Free shipping does not apply to Hawaii, Alaska, Puerto Rico, and Canada shipments (a quote will be sent via email for acceptance for these areas)
Additional charges can apply to businesses or residences in hard to access areas (e.g. island locations, gated communities, limited headroom bridges)
All Canadian shipping quotes include customs fees
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

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
Guaranteed transit times can be purchased at an additional cost
Expedited shipping can be purchased at an additional cost

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

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

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
Items will be delivered inside the complex/residence and placed in the room of choice
A maximum of two flights of stairs (1 flight = 15 stairs) will be accommodated, additional flights will cost $30 per flight
A maximum of 300lb (per piece) will be accommodated, items weighing more will incur additional costs (we will inform you if this is the case)
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.

Missed appointments will have re-delivery fees, or storage fees will be charged.
- Re-delivery fees range from $100 to $250
- Storage fees range from $25 to $75 per day
Unreachable contact information will result in the item being returned to the warehouse and a redelivery fee will be assessed.
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

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

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