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Shipping policy

How will my order ship?

  • All orders will be shipped via UPS, FedEX, or Common Carrier (LTL) depending on the size of the order. 
  • CALL US FOR BEST SHIPPING RATES.

Do I have to be present for delivery? 

  • Yes, you will need to be present at the time of delivery to inspect the material you are receiving and sign the Bill of Lading or paperwork showing you received the material in good condition. Most UPS shipments you do not need to be home to accept the delivery.

How should I prepare for delivery? 

  • All freight/LTL standard shipments are curbside delivery only. You will need to be prepared to move the material into your home.

What is curbside delivery? 

  • Due to liability reasons, palletized shipments for freight/LTL will be unloaded at the street, or curbside. It is your responsibility as the consignee to haul the material from the street to your home. 

How should I inspect my shipment? 

  • Make sure the wooden pallet is intact, with no visible damage.
  • Visually inspect the pallet, boxes, material for damage.
  • Sign the Bill of Lading “subject to inspection possible damage inside.” This will ensure that you are covered if you do find damage. 
  • Cut the shrink wrap around the pallet and inspect the cartons/boxes
  • Confirm the amount received and material received is correct.
  • Report any damages to Surface Group International, as well as, file a claim with the carrier of the shipment. 

Can I return Material? 

  • Return eligibility varies by vendor and product type. For in-stock materials, we may accept returns of 4 or more unopened cartons, subject to vendor approval. Some vendors do not accept returns under any circumstances. A 25% restocking fee applies to approved returns, and return shipping is the customer's responsibility. Please contact us before attempting any return — our team will confirm whether your material qualifies.

Shipping

We ship materials in the continental US only. Orders placed outside of operating business hours, or on Saturday/Sunday, will be processed the following business day. Depending on the size of an order, most orders will ship via an LTL carrier, which includes standard residential, curbside, and lift gate delivery. As the consignee you will be contacted by the LTL carrier to arrange an appointment window for your delivery. At the time of delivery the material will not be carried into your home or garage. Delivery is curbside only. Please be aware LTL shipments are typically delivered by large tractor trailers and limited access areas may require special arrangements for delivery which may result in additional costs to be paid by the customer. Any request to change delivery destinations after the material has been shipped will result in additional freight charges to be paid by the customer. The rate will be determined by the carrier who has the freight. Surface Group International does not have control of freight rates or additional charges due to changes made by the customer.

In the event of backorders or other events outside of Surface Group Internationals control, split shipments at the customer’s request, will be subject to recalculated freight charges based on the shipment requirements of the individual materials or loads.  Surface Group International is not responsible for additional freight charges due to split shipments without prior written approval.

If special shipment requirements are needed please contact Surface Group International directly and we can work up alternative prices or options. 

Accepting your shipment

It is your responsibility as the consignee to inspect the shipment when it is delivered. You cannot sign the Bill of Lading and let the driver leave until you have inspected it for damage or missing material. If you do not have time to inspect the shipment please make sure the Bill of Lading is signed for with a note stating the shipment is pending inspection for damage or missing material. If you sign the paperwork without any notes for pending inspections, or visible damage you are stating the material was received in good condition and the correct quantity. You will not be able to make a claim if you do not make any notes on the Bill of Lading and then later find damaged or missing material. If you do find damaged or missing material, note this on the Bill of Lading and also send Surface Group International an email, with pictures of the damage to report the damaged or missing products within 24 hours of receiving your shipment. 

Delivery Times

Most orders ship within 10 to 15 business days from the time of your completed order. Material comes from several different warehouses and/or factories. If we anticipate your order will not ship in 10 to 15 business days, due to back order issues, you will be contacted before we process your order.