Receiving Your Shipment
Guidelines for delivery of your furniture, playhouse, or backyard play set.
Please take a moment to read these instructions carefully. We want you to have a great shopping experience, so we try to plan ahead to avoid any problems.
BEFORE YOUR ORDER SHIPS
Please notify us at the time of order if your delivery involves any special circumstances, including but not limited to: living in a remote area, along a narrow or unpaved road that may be difficult to navigate in a large freight carrier, along a route with weight restrictions that may prevent freight trucks from accessing your home, on a busy road where a freight truck couldn't park to unload the shipment, or in an area requiring ferry transportation. Your delivery may require special arrangements that are best made in advance to avoid delays and added fees.
If you plan to travel ANYTIME before your freight order arrives, please notify us of dates we must block out for delivery. We make every effort to ship orders as quickly as possible - sometimes earlier than the estimated lead time. If you can't accept delivery, the freight company will charge storage fees to hold your order. They may also return the shipment. Reshipped orders will incur additional freight fees. Please note that final sale items (ex. furniture and playhouses) cannot be refunded due to delivery issues.
Please notify us immediately if your contact information changes before you receive your order.
Email - We will send tracking information and order updates via email, so it's important that we have an email address that you check frequently.
Phone - When your order reaches your local shipping terminal, the freight provider will call you to schedule the delivery appointment. They will not attempt delivery without an appointment.
Delivery Address - If you need to change the delivery address before your order ships, we will make every effort to help. If you change the delivery address after your order has shipped, this will result in additional fees.
RECEIVING THE DELIVERY
BEFORE signing the delivery paperwork, please understand that your signature indicates your acceptance of the package AS-IS. If there are any problems with the shipment, you MUST note them on the shipping paperwork. In the unlikely event that there is shipping damage or items lost during transit, we can file a shipping claim ONLY for problems noted on the paperwork that you sign.
DAMAGES: Carefully inspect the packaging and its contents before signing. If you notice anything that looks like shipping damage (including torn or dented boxes), please note these problems on the paperwork that you sign.
SHORTAGES: If anything is missing, note it on the paperwork before signing.
REPORTING PROBLEMS TO US
Please report any shipping errors, damages, or shortages to us WITHIN 5 DAYS of receipt of the shipment. We request that you send photos of all damaged products and boxes as the shipper and/or manufacturer will require them. Also, please keep all packaging materials in case the shipper needs to inspect them during the claims process. We will work quickly and diligently to resolve the issue for you. Please note that we reserve the right to send a replacement piece rather than issuing a refund for all final sale items.
We want you to have a great shopping experience! We will be happy to assist with any problems if you follow these guidelines.