Shipping & Receiving
Our hardwood surfaces are custom-built, carefully packaged, and shipped nationwide. Most large pieces ship by freight due to their size, weight, and handling requirements.
Before your order ships, we will provide tracking information and any delivery details needed to prepare for receipt.
How We Package Your Order
Each piece is packaged to protect the finished surface and structural integrity during transit.
Smaller items shipped via FedEx Ground or Home Delivery are packed in reinforced cardboard, cushioned with protective foam, and secured with corner protection.
Larger items ship via freight and are palletized using a multi-layer protection system:
- The piece is wrapped to protect the finished surface from moisture and environmental exposure
- Edges and corners are reinforced to reduce the risk of impact damage
- The product is secured to a rigid pallet base to prevent shifting during transit
- The shipment is fully enclosed and capped with a rigid OSB panel to protect against punctures and vertical compression
The result is a contained, rigid package designed for the realities of freight handling.
Freight shipments move through multiple handling points. Inspection at delivery is required.
Ground Delivery / Parcel Shipments: What to Expect
Smaller items ship via FedEx Ground or Home Delivery and require an adult signature at delivery.
Before signing, inspect the package for:
- Crushed or damaged corners
- Punctures or tears in the box
- Signs of impact or mishandling
If any damage is visible, it must be noted with the driver at the time of delivery.
Whenever possible, open the package and inspect the contents before signing. If that is not possible, document the condition of the packaging and inspect the contents immediately after receipt.
Signing for the package without noting visible damage may limit or eliminate carrier coverage.
Freight Delivery: What to Expect
Large countertops, tabletops, shelves, and other oversized pieces typically ship by LTL freight.
Freight delivery differs from standard parcel delivery. Shipments are delivered to the curb or receiving area. Drivers are not responsible for moving the piece into the home, unpacking it, carrying it upstairs, or placing it in position.
Scheduling Your Delivery
All residential freight deliveries require a scheduled delivery appointment.
The carrier will contact you once the shipment arrives at the local terminal. You must coordinate delivery within three business days of the carrier’s initial contact.
Please ensure your contact information is accurate and that you are available to receive calls from the carrier.
If a delivery appointment is not scheduled within this timeframe, the carrier may assess storage fees or return the shipment. Any additional charges are the responsibility of the customer.
Liftgate Service
Liftgate service allows the carrier to lower the pallet from the truck to the ground. It does not include inside delivery or placement.
Liftgate service may not be available for all shipment sizes. Oversized pallets may require manual offloading, a forklift, or pickup from the carrier terminal.
If liftgate, inside delivery, storage, redelivery, or other additional services are requested or used, additional carrier charges may apply.
Additional Carrier Services & Charges
Freight carriers may offer or perform additional services at delivery, including liftgate service, inside delivery, limited access delivery, or redelivery.
In many cases, the delivery signature is not only a confirmation of receipt—it may also serve as authorization for these additional services and any associated charges.
If you have not pre-approved these services, you must clearly decline them with the driver at the time of delivery.
If you do not require liftgate service, inside delivery, or other additional services, you should note this on the delivery paperwork before signing (for example: “No additional services authorized”).
Any services accepted or authorized at delivery—whether requested in advance or accepted at the time—may result in additional carrier charges. These charges are the responsibility of the customer.
Commercial Deliveries
Commercial deliveries may include a call-ahead notification, but timing is ultimately controlled by the carrier.
Unloading & Handling
Please have adequate help available at delivery. Most large pieces require multiple people to safely unload, inspect, and move.
Receiving Your Shipment
Please inspect the shipment before signing for delivery.
Look for:
- Torn or crushed packaging
- Broken pallet boards
- Punctures
- Water exposure
- Loose straps
- Visible damage to the product
If there is visible damage, note the damage clearly on the delivery receipt before signing.
Do not write “subject to inspection.” That is often not enough for a freight claim. Be specific whenever possible.
Example:
“Box crushed on left side; pallet damaged; possible product damage.”
If There Is Visible Damage
If the shipment appears damaged, you should either:
- Accept the shipment with damage clearly noted, or
- Refuse the shipment if the damage appears severe.
Take photos before the driver leaves, including:
- Full exterior packaging
- Close-up of damaged areas
- Shipping label
- Pallet condition
- Any visible product damage
Contact us immediately so we can begin the claims process.
Signing for a shipment without noting visible damage may limit or eliminate carrier insurance coverage.
After Delivery: Acclimation & Product Inspection
Not every issue can be identified at the moment of delivery.
After the shipment is received, the piece should be unpacked carefully, stored flat, supported properly, and acclimated according to our installation instructions.
During acclimation and installation prep, inspect the piece for:
- Incorrect size or specifications
- Finish concerns
- Visible manufacturing defects
- Damage concealed by packaging
Please report any concerns promptly and prior to installation.
Installation should not proceed if there is a concern about damage, sizing, finish, or specifications. Installing the piece may limit available remedies.
Claims & Documentation
To help us evaluate a shipping or product concern, please keep all packaging until the issue is resolved.
We may request:
- Photos of the packaging
- Photos of the pallet
- Photos of the shipping label
- Photos of the full piece
- Close-up photos of the concern
- A copy or photo of the signed delivery receipt
- Notes from the installer or receiving team
For shipping damage claims, carrier documentation is time-sensitive. Damage visible at delivery must be noted at delivery.
For concealed damage or product concerns discovered after receipt, documentation should be provided as soon as possible and before the piece is installed.
Need Help Planning Delivery?
Large hardwood surfaces require planning. If you are unsure whether you need liftgate service, terminal pickup, additional handling, or a receiving crew, contact us before shipment. We can help you determine the safest receiving method for your order.
