We do our best to ensure your order arrives safely and in perfect condition. All items are thoroughly inspected before shipping. However, accidents happen, and on occasion a product can get damaged in transit.
Upon the arrival of your order please follow the instructions below:
- Inspect all items at the time of delivery before signing the Bill of Lading.
- Open the top of the box and inspect the contents
- If there is any damage, big or small, note these on the receipt / Bill of Lading before signing
- If the item is visibly damaged and you do not wish to take receipt, the delivery may be rejected
Things to look out for pallet (oversized) shipments:
- Item(s) arrive(s) without a pallet
- Shrink wrap is torn
- Dents, rips, or holes on the box(es)
- Crack on the countertop of a vanity, cabinet, or bathtub
- Item(s) arrive(s) without strapping
- Wet or dirty box(es)
The receipt / Bill of Lading is a binding contract. Once you sign the Bill of Lading, you take possession of the product. If you do not note any damages or issues on the Bill of Lading when signed, you may be responsible for any damages on the product. Therefore, it is very important to note any damages so that we may assist in facilitating a replacement of your item.
You will have 48 hours to report the damages noted on the Bill of Lading to us at firstname.lastname@example.org.
If damages are discovered after taking receipt of the product, you will have 48 hours to report any damages to email@example.com.
If you are planning ahead and do not need your order till a later date, it is still imperative to inspect your order within this window, as replacement costs may be incurred after this time.
The more documentation and information we have, the better we will be able to assist you in the event of a damaged product. Please take as many images as possible of all damaged packaging and / or items at the time of delivery or inspection, as well as keep a copy of the Bill of Lading and paperwork included with the order.
In the event that a product is damaged, please do not dispose of or dismantle the packaging and / or pallet that the item arrived with. We do require that items be packaged, crated, and secured back onto a pallet (if applicable), so that a carrier is able to provide a return pick up when required. If you require assistance with the repackaging of your item, please contact us at firstname.lastname@example.org.
Types of Shipments
Oversized shipments including vanities, bathtubs, toilets, and other large items are delivered curbside only. The shipping company will not carry the item(s) inside of your house or unit. The order will be delivered on a pallet and dropped at your driveway or loading dock. Please ensure you have someone to help you carry the item(s) inside once delivered.
Please allow 24-48 hours for the tracking information to update from the time of receiving your shipping email. If you are still having trouble tracking your order after this time, please contact us at email@example.com. Once the order arrives in your city or town you may receive a phone call from the shipper to arrange a delivery time. The arrival date on the online tracker may not reflect the exact day the product will be delivered. Please wait for the phone call from the shipper, if applicable, before taking time off work or waiting at home for the delivery.
If your order is small enough to be shipped in a packaged box (faucets, sinks, shower systems, etc.), you will still be given a tracking number. However, standard shipping procedures will apply and you will not receive a phone call arranging delivery; the carrier will simply deliver the order as soon as they can. If the delivery is missed, a notification may be left to pick-up the parcel at the nearest post office.