A step by step breakdown of how the order process/shipping process works:
1. When you place your order, we will send you a confirmation email within a few hours confirming any order notes or go over any questions we/you may have about the order.
2. We send two updates during the order process, one when your order has been completed, and one when your order ships.
3. When we update you that you order has been completed, we list the shipment on the U-Ship marketplace (Uship.com)
4. After the item is listed on the marketplace, we wait for a Shipping Carrier to express interest in your shipment and provide us with a quote. It can take anywhere between 1 to 10 days for a Carrier to express interest.
5. When a Carrier does express interest and provides us with a quote, we evaluate their presented pick up dates, potential delivery time frame and also their feedback as the safety of these items are our highest priority.
6. When we accept a Carriers quote, we then wait for them to pick the item(s) up at our shop, THIS IS WHEN YOU FINAL ORDER UPDATE WILL BE SENT. Your final order update will include Carrier information as well as potential delivery dates.
*Please note that the 6-8 week lead time is not promised or guaranteed at any time as peak seasons vary. This is a general estimate. Items may be done sooner, or shortly after the projected lead time.
All shipping services are CURBSIDE unless you purchase White Glove Delivery. This means that you are required to help unload your item(s) from the Carriers Delivery Vehicle, usually a small box truck or cargo van and trailer. The Carriers will assist you in handling the pieces to the porch and/or garage area.
1. As previously mentioned, you are required to help unload the shipment. Our Carriers can not remove these large scale items from their vehicle by themselves. If they are forced to remove items by themselves, there is a chance damage may happen which WE ARE NOT RESPONSIBLE FOR. Please make every reasonable attempt for you, a friend or family member to be present at the time of delivery.
2. All items must be inspected upon arrival BEFORE the Carrier leaves. If you do not inspect the items for any deviations or damage, you are releasing the Carrier and TimberHaus Cabinetry, LLC from any liability regarding damage. We can not remedy ANY situation if it is not notated on the B.O.L form and that you contact us immediately.
3. These are handmade wood items and are NOT meant to be left out in extreme hot or cold temperatures. Extreme temps may cause expansion or contraction on these items, this is another reason that these items should not be left on your porch or driveway or any area that is not regulated by a thermostat. These items should not be left in areas less than 60 degrees Fahrenheit and no more than 82 degrees Fahrenheit.
You may opt to pick up your item(s) from our shop in lieu of delivery. Once your order is completed, we will contact you to arrange a date and time for you to pick up your order. Order pickups are BY APPOINTMENT ONLY. We are strictly a workshop, we are not a retail store and our availability varies from day to day so please wait for us to arrange a pick up time that works for all involved. Please bring ample padding to protect your new items as we will not wrap them up like we would for a normal shipment.
Damage is rare, however it can happen during the shipping process. We make every effort possible to thoroughly vet all service providers before hiring them, including but not limited to reviewing their reviews and/or feedback or taking into consideration our experience with them in the past, if applicable. If your item(s) are damaged by the Carrier, note it on the BOL and take photos, immediately sending them to us. We can not stress enough to unwrap and inspect the shipment BEFORE the Carrier leaves your home or business. If there is no damage or deviations notated on the BOL, we can not remedy any situation as we are not responsible for any damage caused by a 3rd party. If your item does arrive damaged, and you immediately contact us and notate it on the BOL, we will either offer a monetary reimbursement which we find suitable, or we will replace the item in its entirety at our cost. No full refunds will be issued. You can find more information in our Terms and Conditions.
RUSH SHIPMENTS:
During the order process, each listing will prompt you to choose either the 'Standard 6-8 Week' lead time, or the 30 Day Rush Option. The 30 Day Rush option guarantees your build time, ship time and delivery time all within 30 days. Each item has a pre-determined Rush Fee price. IF your item does not arrive within 30 days, but within 45 days, we will refund 50% of your Rush Fee. If your item arrives after 45 days due to Carrier delays, we will refund 100% of your Rush Fee.
WHITE GLOVE DELIVERY:
White Glove Delivery is an added option to your order. White Glove Delivery means that you do not need to help unload the item(s). The Carriers will also bring the item(s) into your home, room of choice, unwrap and dispose of all shipping material.
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