Free Shipping Promotions, Freight Costs & Shipping Details
All shipping costs and shipping promotions quoted on our website (including free shipping) are to the lower 48 states only. Additionally, some shipping promotions may not apply if the delivery address is on an island or in a rural or low-volume freight shipping area. Please note that it is the freight companies that determine which areas fall within these categories, and they increase their shipping rates substantially to such areas. While Ambient may still cover a large portion of the shipping costs, the remainder of the increased charges will be the responsibility of the customer. These additional charges will always be displayed by our website up front before you finalize your transaction so you will be able to accept the charges and continue, or reject them. Ambient reserves the right to cancel any order for any reason before shipment, which will result in a full refund to the customer within 5 business days.
Delivery Into Garage or Porch - Important Details
Garage delivery is available for certain freight shipments for an additional fee; however please note this simply means the driver will roll the pallet(s) onto the driveway, porch or into a garage. The driver will not carry any items into your home or business for liability purposes and to avoid complaints that the driver tracked in mud/dirt/etc and/or damaged the interior flooring, walls or other part of the property. Furthermore, delivery into a porch or garage can only be achieved by rolling the pallet on a smooth, flat and firm surface using a pallet jack or hand truck. For example, a very inclined driveway, or a gravel driveway, or a driveway with a step up or other impediment, does not qualify for inside delivery.
Additionally, if the driver cannot safely access the driveway or garage for any reason (at driver discretion), such delivery will not be completed. In cases where a customer has paid extra for this service but upon reaching the location the driver determines they cannot perform the service, the customer can request a refund of the garage delivery charges from Ambient.
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 deliveries of products 6 feet in length or less are curbside delivery with liftgate included. All residential deliveries of products over 6 feet in length are curbside delivery and the purchaser must manually unload the items from the rear of the delivery truck.
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 Is Required
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.
**All residential deliveries of products 6 feet in length or less are curbside delivery with liftgate included. 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.
For residential deliveries of products over 6 feet in length the purchaser must manually unload the items from the rear of the delivery truck, and the delivery truck may or may not back into your driveway.
Estimated Transit Times to the Freight Terminal Close To Your Delivery Location
The following are estimated transit times from our warehouse to the freight terminal in your local area once your order has shipped.
- Eastern U.S.: 1-3 business days
- Central U.S.: 3-5 business days
- Western U.S. & Canada: 5-8 business days
If the Freight Company Misses the Delivery Appointment
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
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 [email protected] 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 . **
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.