Monday-Friday: 7am - 6pm CST, Saturday: 8am - 12pm CST
We offer free ground shipping to our customers in the continental United States on orders over $200. Depending on the products, your order order may ship as a Parcel (UPS/FedEx) or LTL Freight (Common Carrier). If your products are shipped LTL Freight, you will have the option for Free Liftgate Delivery available to you during checkout. Our competitors often charge extra for this critical service, so be careful!
Your order will ship via UPS or FedEx Standard Ground Service. Depending on the order value, we may require signature confirmation upon delivery. This is for your protection as well as ours. We cannot ship to Post Office Boxes. Transit times on Parcel shipments generally range from 2-5 business days. Delivery dates are estimates and are subject to change.
LTL Freight Shipments
Your order will be secured to a shipping pallet and shipped via Common Carrier. If your delivery address is classified as Residential, the Carrier will contact you by telephone to schedule a delivery appointment. Without a delivery appointment, the carrier will not deliver to a residential address. LTL Freight Delivery service is "Curbside Delivery", meaning that service provides delivery to the curb at the end of your driveway. You should make arrangements (including extra manpower) to move your products to their final location. The driver is not responsible for transporting products beyond Curbside Delivery. Transit times on LTL Freight shipments generally range from 3-7 business days. Delivery dates are estimates and are subject to change.
Some orders will not qualify for free shipping. If you place an order online, shipping costs should automatically be calculated. If there is a problem, we will contact you by email or telephone to inform you of additional shipping charges. If we are unable to reach you for a prolonged period of time, your order will be cancelled and any payment made will be refunded. You will be responsible for shipping charges if any of the following cases apply:
- Your order is less than $200
- You request Expedited Shipping
- Your delivery address is outside the contiguous United States (e.g. Alaska, Hawaii, Canada, Puerto Rico)
- Your delivery address is classified by the carrier as remote (e.g. Island with limited access, Upper Peninsula of Michigan)
If your delivery address is outside of the United States, you will be responsible for any and all clearance costs, duties, and taxes due on your order. You have the option to specify a Customs Broker. If you choose not to specify a Customs Broker, we will transfer the shipment data to our Preferred Broker. The Broker will contact you to obtain the necessary paperwork and payments. Your order will not clear customs, and your product will not be delivered, until you complete all required documentation. This applies to both Parcel and LTL Freight shipments.
Expedited service is available on most Parcel shipments and some LTL Freight shipments. If you require Expedited Shipping, you can choose the class of service during checkout. There is an additional charge for expedited shipping. The charge will vary depending on the products in your order and your delivery address. Please note that expedited shipping service will not affect the processing time of your order -- it will only alter the class of shipping service used.
Expedited LTL Freight service is not available in all areas. We do not ship heavy or fragile products via Parcel due to the likelihood of damage. We do not ship 3rd Party Bill-To on customers' UPS or FedEx accounts.
Any additional shipping costs incurred due to negligence or unresponsiveness on the part of the receiver (AKA "Consignee") will be due to eComfort.com prior to delivery. If these costs are not paid, or if the carrier is unable to deliver the shipment for the reasons stated above, your shipment will be treated as a return and rerouted to one of our facilities. You will be responsible for all fees incurred including re-consignment and additional transportation charges. These will be deducted from your refund. We really prefer not to do this, so please keep in contact with us and/or the carrier so that you receive your order as quickly as possible!
If you deny receipt of your order upon delivery for any reason EXCEPT damage, you will be solely responsible for the costs of the return shipping and may be subject to a restocking fee of up to 25% of the returned product's sell price. Please see our policies on receiving freight (below) and freight damage for details on how to properly report damage to a shipment.
Your LTL Freight shipment will be secured to a pallet with packing tape, stretch wrap, and high-grade straps to help prevent damage during transit. The shipment will arrive on a semi-truck. The semi-truck will have a lift-gate, if requested, to bring the pallet to ground level. In some areas, the Carrier may unpack the pallet and deliver individual boxes. If this occurs, be sure to inspect for damage or shortage with extra scrutiny.
When you sign the driver's delivery receipt, you are acknowledging receipt of all products in good order. Before signing the delivery receipt, it is important that you follow the procedures outlined below:
You as the customer have both the right and responsibility to inspect the goods before acceptance. If the goods arrive damaged and delivery is refused, we will send replacement products at no charge. However, we will not be responsible for damage to any products that were signed for in good order.
IMPORTANT: We cannot be held responsible for the cost of repairs or replacement of damaged items if the items were signed for in good order on the delivery receipt. Make sure to schedule delivery for a time when you are able to thoroughly inspect for damage and shortage. If concealed damage is discovered after the delivery has been accepted, you will be responsible for filing a claim with the carrier. We can provide advice and/or documentation, but cannot be responsible for the loss. In the case of concealed damage, time is of the essence -- the sooner you file your claim the easier it will be to recover. For further information about freight damage, please see our Freight Damage Policy. For shipping errors other than damage, please fill out our online Shipping Error Claim form. For further information about our shipping policy, contact us at 866-554-4328 or email@example.com.
Last Updated: March 27, 2014
Back To: Policies