Shipping Policy

We offer a variety of shipping and pick-up options to accommodate your needs. Please review the guidelines below for small packages, palletized/LTL shipments, and large item pick-up. For international shipments, additional duties, taxes, and specific requirements apply.

1. Small Package Options

A. Shipped

  • Domestic:
    • All small packages are shipped via UPS Ground.
  • International:
    • Small packages are shipped via UPS Worldwide Expedited.
    • Important: The customer is responsible for all duties, taxes, and any additional fees.
    • Customs Requirement: When placing your order, we must supply a copy of your invoice for customs clearance. The invoice must include your name, address, phone number, and email. Please ensure the information entered in the order form is accurate and up to date.
  • If Damage Is Found:
    • Replacement items will be provided only for damages documented at the time of delivery or within 2 business days of the delivery.
    • Please report damaged or missing items to us as soon as possible and be prepared to provide pictures of the damaged item or documentation of missing items.

B. Pick-Up

  • Domestic:
    • Available as a loose (non-boxed) pick-up.
  • International:
    • Not Available

2. Palletized & LTL (Less Than Truckload) Shipments

A. Domestic Shipments

  1. Shipping Methods:
    • Pallet(s) Utilizing Less Than 20’:
      • Shipped via TForce Freight.
    • Pallet(s) and Loose Items Utilizing More Than 20’:
      • Shipped via LDI or Priority 1.
      • Delivery Requirements: At the time of delivery, the customer must have a pallet jack and either a forklift or a receiving dock available.
  2. Freight Delivery & Receiving Policy:
    • Delivery Method:
      • Freight shipments are delivered curbside via a semi-truck. The freight company is not required to unload products or move them to a specific location.
    • Pre-Delivery Contact:
      • The freight company will contact you before delivery. Please plan ahead to arrange for unloading and moving the products—most shipments require 2 to 6 individuals on-site.
    • Delivery Limitations:
      • LTL deliveries are strictly curbside. The driver will not:
        • Drive onto your driveway or property (regardless of the distance from the street).
        • Place the pallet inside your house, garage, or any other structure.
    • Liftgate Considerations:
      • Not all delivery trucks have standard liftgates. Terminal liftgate sizes may vary, and some larger items may not fit. In such cases, a forklift or receiving dock is required.
    • Missed Deliveries:
      • Re-delivery fees due to a missed appointment by the customer will be billed directly by the carrier.
    • Access Requirements:
      • If the delivery address is not accessible to an 18-wheeler—due to factors such as limited room for the truck to turn, low power lines, low-hanging trees/branches, gated communities requiring access codes, small or narrow bridges, or steep inclines—the customer is responsible for making alternate delivery arrangements.
  3. Damage & Replacement Policy:
    • Upon Delivery:
      • Inspect your shipment immediately for any visible damage.
      • Compare the number of shipping units received to those listed on the delivery receipt to check for missing items.
    • If Damage Is Found:
      • You must either refuse the shipment or note the exact damages on the freight bill before signing the delivery receipt.
      • Replacement items will be provided only for damages documented at the time of delivery or within 2 business days of signing the delivery receipt.
      • Please report damaged or missing items to us as soon as possible and be prepared to provide pictures of the damaged item or documentation of missing items.
      • If damages are not noted upon receipt or within the allotted grace period, the customer will be responsible for the replacement costs, including shipping.

B. International Shipments

  • Shipping Method:
    • Pallets are shipped exclusively via our exporter, DSV.
  • Conditions:
    • Shipments are limited to commercial addresses only; residential addresses are not accepted.
    • The customer is responsible for all taxes, duties, and import fees.
    • An import broker must be assigned by the customer to assist with customs clearance.
    • Shipments are delivered to the destination port only—the customer is responsible for transportation from the port to their final destination.
    • Customers are not permitted to use their own carrier or freight forwarder for pick-up. No exceptions will be made.

3. Large Item Pick-Up

  • Loose (Non-Palletized) Items:
    • A load fee will be applied to assist with loading. Please contact us for additional information regarding load fees.
    • Note: No packing materials (e.g., packing blankets, ratchet straps) are provided.
  • Palletized Items:
    • Items will be palletized and a standard handling fee will be applied.
    • Domestic Customers:
      • You may use your own carrier provided that you supply the Bill of Lading (BOL) prior to the carrier’s arrival.
    • International Customers:
      • This option is not available.

4. Customer Acknowledgment

By placing your order, you acknowledge that you have read, understood, and agree to abide by the shipping and delivery terms outlined in this policy. Should any issues or concerns arise upon delivery, you must either refuse the shipment or document any damages on the freight bill to qualify for replacement parts.

This Shipping Policy is effective as of February 19, 2025 and is subject to change.
For any questions or concerns regarding your shipment, please contact support.