Leaving the Facility
Single items less than 8’ in length are typically shipped from our facility via ground service (FedEx, UPS), while beams and mantels over 8’ in length, or large quantities of any product requiring a pallet, are sent common carrier.
Shipping costs can vary significantly depending on the size and cube of the load and its origin and destination.
Once we have received confirmation from the factory that your order has shipped, we will notify you, typically by email. FedEx / UPS shipments arrive in a matter of a few days, common carrier usually takes a little longer. For orders shipped by common carrier, you will be contacted by the freight company’s delivery terminal as your shipment is arriving to set up a delivery appointment.
At Time of Delivery
Unloading Product. Business freight deliveries or freight deliveries that are dock to dock, require the receiving party to remove the product from the truck via a loading dock or with a forklift. For residential (or non-dock, curb side) deliveries the freight company is required to move the material to the tailgate of the truck. The receiving party is required to unload the shipment from the truck. The truck driver will not unload the shipment. You must provide any equipment required to unload the shipment such as forklift and or pallet jacks.
Damage is rare, but it happens sometimes. Please note it is very important to inspect the shipment before signing for it. We always provide in your shipping confirmation guidance on receiving your order. We strongly suggest that the packaging be opened before signing for the order in the event of concealed damage.
Once you have signed the bill acknowledging receipt, the freight company is absolved of any responsibility if damage is found after the fact.
If your shipment is damaged, you may reject the whole shipment or only the part that is damaged. Then contact us and we will reissue replacements immediately. If you find damage to your shipment, but choose to accept it anyway, you must have the driver note on the delivery receipt that the shipment is damaged and the driver must also sign the receipt.
We will file a claim with the shipping company for the damaged part of the order. Please keep all damaged merchandise and packing material for the trucking company's inspector. To reorder, please contact us immediately.
Concealed Damage after the Truck Leaves
You have signed for your order without inspecting the product and the truck driver has already left, but after unpacking you now notice that damage has occurred. Unfortunately, we are unable to file the claim on your behalf as that responsibility has shifted to you after you’ve signed for the load. Please call us if you need help contacting the carrier, please keep all damaged merchandise and packing materials for the trucking company’s inspector.