Shipping Policy & FAQ
We process and ship orders Monday-Friday except on public holidays.
If you have questions about when you order will ship, please email our customer service team: email@example.com
FREE GROUND SHIPPING
Free Ground Shipping are shipped via USPS, UPS, or Fedex. Please track the shipping status on their official website to see the whereabouts for your package.
What should I do if I don't receive the package?
If the tracking states the package has been delivered and you have not received your item, please check all possible locations where the package could have been delivered including your mailbox and/or your neighbors places. If you still cannot locate your package please contact the carrier to file a claim. We are not responsible for the carrier delivering to the incorrect location or package theft.
If the tracking states that the package has not been delivered 15 days after being shipped. Please contact us with your order number. We can either issue you a refund or send out a replacement for you.
FREIGHT LTL SHIPPING
Orders over 100 lbs or contains items longer than 48 inches will be shipped on a pallet via a freight carrier due to size and weight. Due to the extra handling required, these shipments can take an additional 3-5 day processing time. For these deliveries, you will need to be present to receive the shipment, and the driver is only obligated to deliver curbside. Please make sure to inspect the shipment immediately so that any damage or missing pieces can be marked down on the delivery receipt with the driver. Failure to do this will eliminate our ability to file a claim with the carrier. For more information on freight shipments, please review our Freight Shipment instructions below.
Due to difficulty in logistics, we currently can only ship certain orders outside of the lower 48 states. You can check if the item is available to be shipped to you through the check out process. If you are outside of our service area and would like to place an order, you can do so by contacting us and arranging your own freight forwarder. Please be aware, however, that we can only accommodate returns or warranty requests for items within our shipping area.
We currently have a 3 day email turnaround time on urgent emails related to existing orders, and 7 day turnaround time on other emails. For issues regarding your order, please email: firstname.lastname@example.org or fill out or contact us form with your order number.
Freight Shipment instructions:
In order to make the shipping process easier, LTL shipments may be delivered on a 60' trailer. The size of the truck that will make the final delivery is at the discretion of the carrier company. Please make sure your delivery location can accommodate the delivery vehicle.
Delivery address cannot be changed after the items has been shipped. If you insist to change the delivery address, you will be responsible for the return shipping and the new shipping to the correct address. You will have to wait for the items to be returned and re send again, this process can take up to 6 weeks.
FREIGHT DELIVERIES ARE CURBSIDE FOR RESIDENTIAL ADDRESSES
The freight company is not required to deliver inside your home, garage, near your door, near the garage, or anywhere else that's not curbside. The driver will drop the freight at the end of your driveway, or in the street in front of your house, but the exact spot of delivery is at the driver's discretion. If you need help moving your freight shipment inside, you must make those arrangements privately, and ahead of time because the carrier is not responsible for helping with any moving accommodations.
The delivery truck can deliver to your dock for commercial addresses. You will be responsible for providing pallet jacks or forklifts needed to offload the products.
If you need any special accommodations, please contact us before placing the order.