A short overview of our shipping process

Receiving a shipment of our bamboo & eucalyptus floors is simple and efficient.


Before we ship

Unless you have requested otherwise or you are ordering out of an incoming shipment, we ship all orders out within 3 business days. Transit times once shipped depend on the delivery location (see details below), but it is typically between 3-10 business days. All orders are curbside delivery and require a delivery appointment to be made with the freight company beforehand.

Due to the weight of our floors most freight deliveries will arrive on a 48-53 foot tractor trailer semi-truck. 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 such potential issues are not communicated to Ambient or the freight company by the customer prior to delivery and delivery cannot be completed due to such issues, all and all re-delivery charges will be the responsibility of the customer.

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.

A Delivery Appointment Must Be Set

Unless you have requested freight dock or business delivery, you will be required to schedule a delivery appointment directly with the freight company prior to delivery. Please note that the freight carrier tracking information web page is not always accurate and that no residential delivery will be carried out unless you have made a delivery appointment first. When the order arrives at the local freight terminal their staff will call you to schedule your delivery appointment (weekdays only, 2-6 hour window), or you can use the information we provided you via email to call the freight company directly yourself.

Curbside delivery

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. If the driver is able to back up easily into your driveway, they *may* attempt to bring the freight up farther 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.

Scheduling your delivery

As soon as we ship your order out we’ll' send you an email with the freight company’s phone number and a tracking number or "pro-number" for your shipment. This email will have a link to a website page so that you may track your order online, otherwise you can call the freight company for a status update. The freight company will call you to schedule delivery. The delivery companies work via time windows of 2-6 hours as opposed to specific time appointments (e.g. 9:32 am).

The freight company will not deliver your flooring without an appointment. Someone must be present to receive the order and sign the delivery document. It is at this time that you will want to carefully inspect the exterior of the shipment for any damages, and mark them on the driver’s copy of the Bill of Lading. If the damages are not marked on the driver’s bill of lading at time of receipt we may not be able to send you replacements.

Estimated transit times

The following are estimated transit times *once your order has shipped*. 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.

East Coast: 2-4 business days

Midwest: 3-8 business days

West Coast: 5-10 business days

Missed appointments

Ambient is not responsible for any expenses resulting from the freight company missing a scheduled appointment. We recommend that you do not hire a contractor to wait for your shipment, as freight companies occasionally miss their delivery appointments. Please note that some freight companies charge up to a $130 re-delivery fee if you are not present to receive your shipment during your agreed-upon delivery time window.

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!

If the boxes on the exterior of the shipment are ripped or look like they have been dropped, please be sure to note this damage ("one box damaged," "two boxes damaged," etc.) on the bill of lading that the driver will have you sign and give to you. The driver will leave you with a delivery receipt stating any damages you have noted. Note that you do not need to open all of the boxes while the driver is on site. Just note the number of boxes that appear to be damaged.

Please call us immediately at (301) 498-0234 so that we can note your account. As long as the damage is noted on the driver's bill of lading, we will be able to send you replacement boxes of flooring. 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 (in addition to the signed bill of lading noting the details). Do not discard any damaged flooring as it may salvaged by the shipping company. Any discarded material will not be replaced. Damages must be reported within seven days of delivery. Damaged flooring reported after seven days cannot 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

All shipping costs quoted on our website 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. Note that orders delivered or picked up in Maryland are subject to state sales tax. Inside delivery is not offered by freight companies. Guaranteed and weekend deliveries are add-on services that accrue additional charges and must be specifically requested through an Ambient account representative prior to shipment from our warehouse.

Shipping Promotions

Our free or discounted shipping offers are valid only on items shipped within the contiguous United States and cannot be combined with other offers such as coupons, specials, sales or closeouts. Shipping promotions do not include shipping to islands or rural points. 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.

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