General Shipping Policy

  • Items are shipped only two ways, small parcel carrier (UPS/FedEx) or by freight truck
  • We service the United States (including Hawaii, Alaska, and Puerto Rico) and Canada only
  • Free shipping does not apply to Hawaii, Alaska, Puerto Rico, and Canada shipments (a quote will be sent via email for acceptance for these areas)
  • Additional charges can apply to businesses or residences in hard to access areas (e.g. island locations, gated communities, limited headroom bridges)
  • All Canadian shipping quotes include customs fees
  • Refused shipments will have shipping charges (both ways) deducted from the refund
  • Freight carriers deliver Monday through Friday between 9AM and 5PM
  • Missed appointments will incur additional fees billed directly to the customer by the carrier

 

Processing and Transit Times

  • Orders shipping to an address different than a billing address will be charged in full and have processing times extended
    • To avoid delays please make sure the shipping address is verified with your credit card issuer. In stock items typically take 1-2 weeks to deliver (please see the details below)
      • Proximity to the warehouse, upgraded shipping, and products located in Canadian warehouses may add to normal transit times
  • In stock items take 3-7 business days to prep for delivery regardless of delivery method
  • Special/custom order or back order dates are estimates and subject to change
  • Deposits on special/custom orders are not refundable regardless of the cancellation date
  • Tracking is sent via email with the tracking number and carrier’s website to track online
  • Guaranteed transit times can be purchased at an additional cost
  • Expedited shipping can be purchased at an additional cost

 


 

Free Curbside Delivery - Small Parcel Delivery

  • Items typically arrive between 3-7 business days after tracking is sent
  • Adult signatures are not required
  • The decision to leave your package without a signature is at the discretion of the carrier

 

Free Curbside Delivery - Freight Delivery

  • Delivery appointment is typically 7 to 10 business days after tracking is sent.
  • The freight carrier will call in advance to schedule a delivery appointment, generally within a 4-hour window
  • Free freight delivery requires the customer to move the items into their residence/business
  • Products that ship this method are usually large and may require assistance (driver is not obligated to assist)
  • Hydraulic assistance (known as a liftgate) is not provided to lower items to the ground
  • Additional costs resulting from COI (Certificate of Insurance), remote location, truck size restrictions, etc. will be the responsibility of the customer

 

Inside Delivery

  • Delivery appointment is typically scheduled 7-14 business days after tracking is sent
  • The freight carrier will call in advance to schedule a delivery appointment, generally within a 4-hour window
  • Items will be delivered inside the complex/residence and placed in the room of choice
  • A maximum of two flights of stairs (1 flight = 15 stairs) will be accommodated, additional flights will cost $30 per flight
  • A maximum of 300lb (per piece) will be accommodated, items weighing more will incur additional costs (we will inform you if this is the case)
  • Assembly and debris removal are not included with this service
  • Not all areas are serviceable for our upgraded inside delivery. A notification will be sent prior to shipping any order if the requested shipping method is not available.

 


 

Customer Responsibility During Delivery

  • Missed appointments will have re-delivery fees, or storage fees will be charged.
    • Re-delivery fees range from $100 to $250
    • Storage fees range from $25 to $75 per day
  • Unreachable contact information will result in the item being returned to the warehouse and a redelivery fee will be assessed.
  • Any issues (holes, crushed corners, dents, worn tops, bottoms or edges, scraping, dirt etc.) must be noted on the delivery slip.
  • Freight items are to be inspected thoroughly before signing a release.
  • Items being held for any reason (commercial project, move, storage, etc.) still need to be inspected.
  • Delivery must be refused and issues must be noted in order to receive a refund or replacement.
  • Detailed pictures and a notice of refusal must be emailed within 24hrs of refusal.
  • A customer’s agent (family member or friend) may inspect/sign for the item if they are at the residence - an agent's inspection and signature is considered the same as the customer

 

Disclaimer

  • Any aid in the form of lifting, assembling, debris removal, or installation are done under the sole volition of the customer
  • Any damages incurred by aiding the delivery agent while the delivery, assembly, debris removal, installation, or inspection is being conducted are the responsibility of the customer
  • Multiple item orders may be delivered at different times, please make note if all items have to be delivered simultaneously
  • Customer should not, in any way, attempt to complete a paid service on their own if delivery, assembly, debris removal, installation, or inspection take longer than the allotted time and is rescheduled

© 2017 Novi Decor, Inc. All rights reserved.