For large, oversized items we work with special carriers to deliver your order. These carriers will call to schedule delivery so you can be home to inspect your items and accept delivery.
Tips for receiving your shipment:
1. Inspect Your Package
Do not let the driver leave without inspecting. If the driver refuses to stay during inspection, sign "Subject to Inspection" on the delivery receipt and call us immediately to report damages. If there is visible damage, you have the right to refuse delivery. If you do accept delivery, take pictures and add comments about the condition of the packaging when signing the delivery receipt.
For UPS, or Parcel deliveries, you may not always be home to inspect the delivery. If you receive a damaged item, take pictures, and call our customer support team immediately.
2. Check For Concealed Damage
You must contact us within two business days of accepting delivery to report any concealed damage. If you do find concealed damage, take 3-5 pictures. Please retain the product packaging as this may be needed in the event we need to file a damage claim with the carrier.
3. Contact Us Immediately
Call us at 800-891-0896 or email us at firstname.lastname@example.org.
What is "curbside" delivery?
For large items that cannot be shipped via standard UPS or FedEx services, we work with delivery companies to get your items to you. These partners deliver to your curb at the end of your driveway, and you are responsible for moving the items from there. It's a good idea to make sure you have help carrying large items like a bathtub or a vanity into your home.
Please note, if you live down a road or driveway that the delivery truck cannot access without causing damage to the truck we may need to make special arrangement for delivery, so please let us know.
Why do I need to be home for "curbside" delivery?
We recommend being home for "curbside" delivery so you can review and inspect your order before accepting delivery. This service does not include in home delivery, assembly, or removal of packing materials. While we do our best to make sure items are packaged safely and securely to prevent damage, we recognize that fragile products will occasionally break in transit from our fulfillment center to your doorstep.
We recommend opening the boxes and inspecting the products for any signs of damage, such as broken parts or chips and cracks in the finish. If you see any signs of damage, firmly refuse the damaged items and keep any that are in good condition. Do not let the driver leave without inspecting. If driver refuses to stay during inspection, sign "Per Inspection" on the delivery receipt and call us immediately to report damages.
You have two days to inform our customer service team of any concealed damage that you did not identify at the time of delivery.