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Frequently Asked Questions: Installation Supplies - Shipping

Frequently asked questions about shipping installation supplies

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We highly recommend reading our Shipping Policy for a comprehensive explanation of our shipping processes.

We ship most freight orders (over 125 lbs) out within 4 business days of purchase, the average being 2 business days. For faster shipment of freight orders, we offer an Expedited Shipping option at checkout however please note that this simply means that we will ship the order out the next business day - it does not shorten the transit time once shipped. For small parcel orders we offer express UPS shipping options at checkout as well; please note that for express shipping services the order must be placed by 2pm EST in order to ship out that same day, otherwise we will process the shipment the next business day.  We do not ship out orders, nor do the shipping companies deliver them, on weekends. 

For residential lift-gate freight order deliveries, once the flooring order arrives at the local freight terminal, they will call you to schedule your delivery appointment, which is usually a 2-6 hour window on the day of your choosing (weekdays only) when possible. All deliveries are curbside as the freight companies do not offer inside delivery.

We highly recommend you review our Shipping Policy, which has a lot of great information and a short video about the shipping process.  When your order ships out we’ll send you a notification email with all of your shipping information.  Once the shipment arrives at the local freight terminal near your delivery location, the terminal staff will call you to schedule a delivery appointment* (weekdays, usually a 2-6 hour window).  Make sure you don’t miss the delivery appointment or the freight company may charge a hefty re-delivery fee. *if you have selected commercial/freight dock delivery, freight may be delivered without needing an appointment

Once the order arrives, ensure you mark any damages you see on the driver’s bill of lading (they’ll then usually give you a copy).  You don’t have to open and inspect every item, just look at the outside of the pallet – that is where the shipping damage will be. Ensure you write the number of damaged items and detailed notes, then take photos of the damaged items and email all of this information to your Ambient representative to ensure we can ship out free replacements.

Important note: If your delivery location is located on a road that cannot be accessed by a semi-trailer truck, you may be required to pick the freight up at the local terminal or meet the driver at an intermediary location.

None of our products are brought inside the delivery location by the driver.  All small parcel shipments are at the discretion and policy of the shipping company.  All freight shipments are curbside delivery with lift-gate unless you specifically request freight dock delivery.  Curbside delivery means they lower the pallet on the street at the end of the driveway. The drivers are not required to enter the property boundaries, although if not hazardous sometimes they’ll back up the driveway (if it’s flat and short) and drop the pallet on the driveway. 

Someone must be on-site to receive the delivery and inspect it for exterior damage, and then note any damage on the driver’s bill of lading (otherwise we can’t send free replacements). We highly recommend that you do not pay laborers to sit around and wait for the delivery, as the freight companies do sometimes miss appointments and they do not reimburse for such lapses. In some cases at the time of checkout, our website will allow you to add "Garage Delivery" for an additional fee, but this includes rolling the materials pallet into a carport or garage only, and terms and conditions apply.

While it can be a bummer if your shipment arrives damaged – it is not the end of the world! We can easily send you free replacements for anything that was damaged in transit - all we ask is that you do not refuse the shipment and mark any damages on the receipt provided by the driver. After that, please take a few photos of product while it is still on the pallet and email them to [email protected] so we can make a record on your account. Then, please examine the items further once you've brought them inside to determine the extent of the damage, and take photos of affected areas if you require replacements. Once we receive the details and photos we will send out the replacements right away. Most of the time, installers will be able to work around the damage instead of waiting to get replacements. For more information please see our Shipping Policy page.

Occasionally you will have an item with a visible defect either in the stain, finish, or milling. Like most building materials suppliers our effective defect rate is under the industry-standard 3%. However, if you are finding that more than 3% of the product you have ordered has defects, please let us know as soon as possible so we can resolve the matter quickly.

Yes, we may be able to accommodate this, but please note that we may still apply a small shipping and handling fee to your order.  Please reach out to your sales representative for details.

Absolutely! We’ve shipped our products to such far-flung locations as Guam, Kenya, Tanzania, Bahrain, Great Britain, Kuwait, France, Mexico, Canada, Hawaii, and many more.  Please note that international shipments may require you to procure the services of a freight forwarder at the port of discharge; most port authorities can provide recommendations for reputable freight forwarders that service your home port.  Also, minimum order quantities may apply to some countries.  Call your Ambient representative today at (866) 710-7070 for shipping quotes to your country!

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