How We Ship
We will ship your Designer Wall Plank order to you via Small Parcel or Large Parcel, depending on the number of cartons you have ordered. If you order fewer than nine (9) cartons, we will ship via 3rd party ground service partner (Small Parcel). If you order 9 or more cartons, we will arrange for a 3rd party freight provider partner to deliver your order (Large Parcel). We selected these shipping options to ensure that you receive the fastest, safest, and most reliable delivery service possible. Delivery options will be identified in the shopping cart when you place your order.
General Shipping Information
- Our shippers typically do not deliver on Saturdays or Sundays
- Our shippers do not deliver to P.O. Boxes or Military APOs
- Please allow at least 3-7 business days for order processing and delivery.
- We do not ship to Alaska, Hawaii, Guam, Puerto Rico, Canada, or anywhere outside of the contiguous United States.
Small Parcel (fewer than 9 cartons)
Small Parcel delivery is defined as an order of fewer than nine (9) cartons. Your order may arrive in more than 1 box, and each box may be delivered with a unique tracking number (multiple shipments.) We do not usually require signature for Small Parcel deliveries, but the decision to leave your package will ultimately be at the discretion of the delivery carrier. If you have any special delivery instructions, we recommend placing a note on your door on the delivery date with your name, request, and tracking number. Small Parcel deliveries will be completed by a 3rd party ground service partner.
Large Parcel (9 or more cartons)
Large Parcel delivery is defined as an order of nine (9) or more cartons. We partner with carriers specializing in the transportation and delivery of Large Parcel freight and we work with you and the carrier for easy delivery.
How Our Shipping Works
- When you place your order online, the carton quantity will automatically determine whether your order will be shipped as Small Parcel or as Large Parcel.
- We will send you a shipping confirmation and tracking information via email.
- Your order will be picked up from our warehouse.
- For Small Parcel delivery, a 3rd party ground service partner will deliver your order in accordance with its customary delivery methods.
- For Large Parcel delivery, your order will be shipped from our warehouse to the carrier’s local delivery terminal. The local delivery terminal will contact you via email or telephone call to arrange a delivery date and an appointment window.
Be sure to inspect the shipment contents upon delivery. If you have any concerns regarding the condition or packaging of your order, simply describe the issue on the delivery receipt provided by the driver and contact us for assistance.
The Large Parcel delivery personnel will unload your order from their truck and take it to the first available dry area outside your home (front door, porch, or garage) provided that there is adequate accessibility. You will be responsible for moving the cartons into the room where your Designer Wall Planks will be installed.
- Signature is required at the time of delivery for Large Parcel delivery
- We do not offer trash removal for packing material (including pallets)
- We do not offer installation services.
- We do not offer delivery into a residence or commercial building.
We will email all tracking information to you when your order is ready for shipping.
If your item arrived damaged or defective, we are happy to arrange for a prompt replacement. If an item is damaged in transit, please email us immediately at firstname.lastname@example.org or call customer service at (866) 892-4633. We may ask you to send a digital photo of the damage and/or return damaged product so please do not discard any damaged materials, including packaging, until we have substantiated the damage and determined whether we wish for you to return the product.
Other Important Information
- For damaged product, please write “Package Damaged” on any paperwork even if your package appears only slightly damaged. You may also refuse delivery. If you refuse delivery, please notify us immediately so that we can expect the return shipment. After we receive the refused delivery, we will send your replacement order.
- If you notice missing or damaged items after you have received the package, please contact us. We usually have only a 48-hour window to file freight claims.