Before we ship - things to know
Unless otherwise specified, we ship all orders out within 3 business days. Once shipped, transit times are typically between 3-10 business days but can vary based on your location. Once your order reaches the freight carrier's local terminal in your area, the terminal staff will call you to schedule a delivery appointment (they will not deliver the order without an appointment). All residential orders are curbside delivery.
Due to the weight of our shipments most freight deliveries will arrive on a 48-53 foot tractor trailer semi-truck. Deliverability is at the discretion of the freight carrier. If the driver can't deliver the material to the delivery (shipping) address safely, it is the responsibility of the customer to pick up the material at the freight carrier terminal or intermediary location. The freight carriers do not reimburse Ambient or our customers for any time or costs related to deliverability issues.
It is the customer's responsibility to notify Ambient or the freight terminal staff before delivery if your location has potential limited access issues, such as a truck being unable to reach your location. Such issues include but are not limited to the inability of the driver to turn around in your area, low power lines or tree limbs, narrow roads and weight and size limitations. If potential problems like these are not communicated to Ambient or the freight company by the customer prior to delivery and delivery cannot be completed due to such issues, re-delivery charges will be the responsibility of the customer.
A delivery appointment must be set
Unless you have requested freight dock or business delivery, the freight company won't deliver your order until a delivery appointment has been set - the local freight terminal staff will call you to make this appointment, or you can call the freight company directly once you receive your shipment information email from Ambient. The freight companies schedule delivery appointments via time windows of 2-6 hours as opposed to specific time appointments (e.g. 9:32 am). Finally, please note that the freight carrier website tracking information is not always accurate - for accurate tracking information we suggest that you call the freight company directly.
**We strongly recommend that you not hire contractors with the sole purpose of waiting for a delivery, as the shipping companies occasionally miss their delivery appointments.
Our standard delivery is curbside with a liftgate - the driver cannot "officially" go onto your property for insurance reasons - the pallets will be lowered onto the ground via liftgate at the end of your driveway - please note that "curbside delivery" does not mean on your driveway or in your garage. If the driver is able to back up easily onto your driveway, they *may* attempt to lower the freight onto the driveway, however they are not required to do so. If you live in a high rise building it must have a curbside or freight dock available for delivery.
Estimated transit times to the carrier freight terminal in your area
The following are estimated transit times from our warehouse to the freight terminal in your local area once your order has shipped.
- East Coast: 1-3 business days
- Midwest: 3-5 business days
- West Coast: 5-8 business days
Please note: freight carriers occasionally miss delivery appointments, and they do not reimburse shipping charges, time taken off work, or labor hired to wait for the delivery. Unfortunately, most of the times they miss an appointment they also do not call you to alert you that they're going to miss the appointment. We strongly recommend that you do not hire a contractor to wait for your shipment. Conversely, please note that some freight companies charge up to 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 and it's a reason why shipping costs are affordable for consumers like ourselves.
If your order arrives with damage - DO NOT REFUSE THE SHIPMENT
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 damage on the delivery receipt! Shipping damage 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 so that we can note your account.
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 . **
Shipping costs & promotions
All shipping costs quoted on our website (including free shipping promotions) are to the contiguous 48 states only and therefore may not apply for shipments to islands or rural points (for example Hawaii, Key West, Martha's Vineyard, Nantucket, Santa Catalina, etc). Ambient reserves the right to adjust the shipping charge on such shipments and the client has the right to cancel their order if the adjusted shipping rates are not acceptable.
All freight shipments are delivered on a liftgate truck via curbside delivery unless otherwise requested by the customer; additional fees for add-on services may apply. Inside delivery can be specifically requested for an additional fee (typically at least $100-$400) however it only provides for placement of the pallets into a ground level garage or further up a driveway, and if the driveway is too narrow, inaccessible to a semi-trailer, or on an incline, inside delivery will not be possible. All add-on services such as inside delivery, guaranteed delivery and weekend delivery are add-on services that accrue additional charges and must be specifically requested prior to shipment from our warehouse.
Returns & Defects
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.