The following are estimated transit times from our warehouse to the freight terminal in your local area once your order has shipped.
Approximately 5% of delivery appointments are missed by the freight companies due to a variety of factors including mechanical breakdown of trucks, traffic delays, and a variety of other factors. In these instances the freight companies do not reimburse for shipping charges, your time taken off work, or labor hired to wait for the delivery, therefore we do not recommend that you not hire contractors with the sole purpose of waiting for a delivery. Unfortunately, sometimes when they miss an appointment they also do not call you to alert you that they're going to miss the appointment. Conversely, please note that some freight companies charge a hefty re-delivery fee if you are not present to receive your shipment during your agreed-upon delivery time window. We agree - it's not fair! Unfortunately it's standard operating procedure for freight companies however it's also a reason why shipping costs are affordable for us all.
If the order arrives with damage - do not refuse the shipment. Usually the damage looks worse than it is! It's best to receive the product and receive a replacement later than to turn the entire order away - just make 100% sure to note the **detailed damages** on the delivery receipt, and take pictures of the damage showing all damage within one photo and a few up close photos. For example you can write "14 boxes of flooring damaged beyond use..." or similar. We can only send replacements for the number of items you have claimed as damaged on the delivery receipt/BOL. These details must be recorded on the driver's delivery receipt and reported to Ambient within 7 days of receipt to qualify for replacement, so please call us immediately at (301) 498-0234 and email pictures to firstname.lastname@example.org so that we can note your account and ship you replacements as needed.
Make sure to record the exact details of the damage ("one box damaged," "two boxes damaged," etc.) on the bill of lading (delivery receipt) that the driver will have you sign. Note that you can just check the exterior of the shipment for damage - you do not need to open all of the boxes while the driver is on site. Just make sure to mark the number of boxes or items that appear to be damaged.
Once the driver is gone, open the boxes to assess the damage - it may only be on the outside of the box. Please take photos if possible because we will need evidence that the damage occurred. Do not discard damaged items as they may salvaged by the shipping company. Any discarded material will not be replaced.
** If you do not make note of damages or missing items on the driver's bill of lading at the time of receipt or if you discard the damaged items you will not be refunded for damaged or missing items . **
If you feel you have received a non-conforming or defective product, this defect must be reported to Ambient within 7 days. Returns are not accepted on items that have been out of our possession for more than 90 days, clearance items, or custom items. For detailed information please check our return policy.
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