We’re committed to getting your order to you safely and efficiently. Here’s what you need to know about our shipping options:
Freight/LTL Shipping (Orders over 150 pounds)
- Carrier and Pallets: We use a trusted freight carrier to ship your order on a pallet.
- Residential Deliveries: No Lift-Gate: If you’re receiving a delivery at a residential address without a loading dock, and you haven’t chosen the lift-gate option at checkout, you’ll need to unload the boxes by hand. The carrier will not unload the pallet for you.
- Lift-Gate Option: For an additional fee, you can choose the lift-gate option at checkout. This allows the carrier to lower the pallet to the ground. If you decide you need a lift-gate after placing your order, you’ll need to arrange and pay for it directly with the carrier.
- Delivery Appointment: The freight carrier will contact you to schedule a delivery appointment. Please be aware that the estimated delivery time in your tracking information is just an estimate.
- Be Present for Delivery: It’s crucial that you’re present to receive and inspect your freight/LTL shipment. You’ll need to sign for the delivery and note any damage on the bill of lading.
- Inspect for Damage: Please thoroughly inspect your order upon arrival. Report any concealed damage within two days of delivery.
Standard Shipping (Orders under 150 pounds)
- Carriers: We typically use FedEx Ground or UPS Ground for these orders.
Local Shipping/Pickup
- Local Delivery: We offer free local delivery within Houston, Tx and some surrounding areas. Contact us for more info.
- Local Pickup: Local pickup is not currently available.
Shipping Timeframes and Cutoff
- Order Processing: Orders placed after 11 am CST will typically ship the next business day.
- Shipping Days: Our shipping days are Monday through Friday, excluding holidays.
- Estimated Shipping Time: You can expect your order to arrive within 3-7 business days. We ship from Houston, TX.
International Shipping
- Port of Origin: We currently only ship internationally to a port of origin within the USA. You will be responsible for arranging and paying for all shipping from the port to your final destination.
- Canada Shipments: Canadian customers must provide their broker information in the comment box at checkout. We cannot ship to Canada without this information.
Plan Ahead: Avoid Unnecessary Delays and Costs
We understand the excitement of starting your project, but it’s essential to plan carefully to prevent any potential setbacks or financial losses.
- Don’t Dismantle Existing Railing Prematurely: We strongly recommend that you do not dismantle your existing railing or schedule any installation work until your new parts have been delivered and thoroughly inspected.
- Unexpected Delays & Issues: Even with the best planning, unforeseen circumstances like weather, traffic, carrier issues, or even rare instances of incorrect or damaged deliveries can cause delays.
- Protect Your Investment and Avoid Losses: We cannot be held responsible for any financial losses incurred due to delays, incorrect deliveries, or damaged products. By waiting until your order arrives and is inspected, you can avoid potential setbacks and ensure a smooth installation process.
Remember, patience and careful planning are key to a successful project!
Claims, Returns, and Exchanges
Damaged or Defective Parts
- Timely Reporting: If you receive damaged or defective parts, please report it to us within two days of delivery, along with pictures of the damage.
- Free Replacement: We’ll gladly ship replacements for damaged or defective parts at no cost to you via standard ground shipping.
- Expedited Replacements: You can choose to pay for expedited shipping if you need the replacements sooner.
Returns and Exchanges
- 30-Day Window: You can return or exchange new, unused items within 30 days of receipt.
- Exclusions: Custom orders and any items that have been used, modified, or damaged are not eligible for return or exchange.
- Restocking Fee: A 25% restocking fee, which is an industry-standard practice, applies to all returns. This fee helps us recoup the costs associated with receiving, inspecting, and restocking returned items.
- Return Process: Contact us for an RMA number before returning any items. You’re responsible for return shipping costs and ensuring the items aren’t damaged in transit.
Custom Wood Orders
- Non-Returnable: Custom wood orders are final sale and cannot be returned or exchanged.
Additional Policies
- Sales Tax: We collect sales tax in certain states, including tax on shipping and handling.
- Order Cancellations: We reserve the right to cancel orders for various reasons, including backorders, product issues, or other unforeseen circumstances. We’ll notify you promptly and issue a full refund if this occurs.
- Price Adjustments: We offer price adjustments within 7 days of purchase if the price increases or decreases. This excludes coupons and promotions.
- Coupons: Only one coupon code can be used per transaction.
- Terms of Sale Changes: We may update our Terms of Sale at any time.
We appreciate your business and want you to have a positive experience. If you have any questions, please don’t hesitate to contact us!