Shipping Policy

We ship goods within the contiguous United States (Excluding APO, FPO, Alaska, Hawaii, Puerto Rico, and other U.S. territories). Most orders are processed and shipped within 1-2 business days of placing an order, unless the product is on Backorder Status. A notification with the shipping ETA will be sent after the order is received. Our normal means of parcel delivery is via standard ground shipping with our premium partner carriers. If required, your order is shipped from the nearest warehouse location via FedEx, UPS, or LTL Common Carrier. Appropriate fuel surcharges are applied to all orders.

FedEx or UPS Ground Shipping

FedEx and UPS Ground will be used whenever possible. However, if your order exceeds FedEx or UPS Ground size or weight limits, LTL Common Carrier will be selected to expedite delivery.

LTL Shipments

All LTL shipments are scheduled to deliver between 8:00 am and 3:00 pm per industry standard guidelines.

High-Class Freight

Materials designated as High-Class Freight may have an additional fuel surcharge added to the freight. High-Class Freight includes air bubble rolls, air foam rolls, bubble/foam pouches, convoluted foam sets, loose fill, single face, and jumbo mailing tubes. Any additional fuel surcharges will be communicated before shipment for approval.

Shipping Hold and Order Changes

• Hold Request Timeframe: A request to place an order on hold must be submitted within 30 minutes of placing the order. Requests received after this window may not be accommodated.
• Order Hold Period: Once approved, orders can remain on hold for up to 10 calendar days from the date the request is submitted. Requests for additional hold time may be considered, but extensions are not guaranteed due to product availability and/or price changes and must be approved in advance.
• Customer Updates Required: During the hold period, customers must provide any changes, approvals, or updated instructions in writing. If we do not receive a reply within the 10-day hold period, the order will be automatically released and shipped as originally submitted, without further notice.
• Delivery Timeline Impact: Any delays caused by a hold request may affect the estimated delivery date. Customers are responsible for any timeline changes resulting from the hold.

Delivery Issues

• Lost Package: We are not responsible for lost packages once they have been shipped from our warehouse or for delays due to unforeseen delays such as “adverse weather conditions,” “Beyond the carrier’s control,” or “Missed at the facility.” Please plan accordingly.
• Refused Delivery Package: For items returned to the sender due to “undeliverable as addressed” or “insufficient address” shown on the tracking status, we will issue a refund minus a shipping and handling charge once the item is delivered to our facility.
• Inside Delivery: Is intended for customers who do not have the equipment to unload shipments. Inside delivery requests are limited to areas directly accessible to the unloading area and no more than 25 feet from the designated entry point. Additional fees may apply.

Order Discrepancies

• If you’re claiming an order discrepancy, please contact us within seven business days for any inquiries past this time frame that are unreasonable for us to accommodate. (This policy excludes wrong items received.)

Cancellations

• Orders can be canceled for any reason as long as the item(s) have not shipped from our warehouse. For shipped orders, a 15% restocking fee will apply to all cancelled or refused orders.

Shipping and Order Processing Holidays

Orders can be submitted via our website, but will not be processed, delivered, or counted as in transit on the following major holidays and company closures:

• New Year’s Day (January 1st)
• Memorial Day
• Independence Day (July 4th)
• Labor Day
• Thanksgiving Day
• The Friday After Thanksgiving Day
• Christmas Eve (December 24th)
• Christmas Day (December 25th)
• Day After Christmas (December 26th)

Military Bases and Prisons

Military Bases and Prisons have restricted access and require special notification to gain entry. Fees apply and vary per carrier. See below for additional fees applicable by LTL Common Carriers and billable to orders if needed.