Damaged or missing items (commom carrier error)
If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
- Note it clearly on the delivery receipt before signing
- Keep your copy of the delivery receipt
- Contact us within 1 business day
- Keep the damaged packing materials for inspection
- Take pictures of the damaged items and packaging
Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition.
We’re dedicated to getting your order to you as fast as possible, so our warehouse strives to have orders processed and ready to ship within same business day (Monday through Friday, 9:30 a.m. to 4:30 p.m., EST). Common carrier deliveries range from 1 to 10 days for delivery. Ground shipping can take anywhere from one to seven days. All delivery times are estimates.
For additional shipping charges, Second Day guarantees delivery of your order by the end of the second business day from when the order was picked up from our warehouse. Next Day guarantees delivery of your order by the end of the next business day after your order was picked up from our warehouse. Expedited shipping is not an option for common carrier shipments.
Second Day & Next Day orders received after 12:30 p.m. Eastern Standard Time will be processed on the following business day.
Errors in shipment and lost shipments
Great care is taken when packing your order, but on rare occasions errors may occur. If there is an error with any part of your shipment, please contact us at firstname.lastname@example.org within 5 business days of receiving your order so we can find a solution for you.
While we put our best effort into making sure your items arrive on time, there are rare occasions where our carriers will lose a shipment. In these situations, it’s our highest priority to find your items and will work with the carrier to do so. For ground shipments, a trace will be started with the carrier that is delivering your shipment. If there is no movement on the tracking, the terminals that your package went through will be checked. If your shipment is delivered but you do not have the package, the driver that delivered the package will be asked to confirm where it was delivered to.
Traces with FedEx & UPS, dock checks with the carrier will take approximately 3-5 business days to complete. We make it our priority to keep you updated as to the status of the trace or dock check while it is completed. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.