Shipping, Delivery, and Returns
What shipping options are available?
Our products are delivered in one of two ways:
- Front Door Parcel Delivery to your delivery address (i.e., UPS or USPS)
- Truck Delivery for large items that exceed parcel carrier shipping weight limits
How much does shipping and handling cost?
We'll ship an unlimited number of eligible items for free to a single shipping address in the 48 contiguous states. Alaska, Hawaii, and Puerto Rico are not eligible for free shipping.
Can you ship to Alaska, Hawaii, and the U.S. Territories?
Please contact us to arrange an order to these destinations. Shipping charges will apply for these orders.
Do you ship internationally?
Yes, although each international order is unique. Please contact us to place an order and determine proper shipping and export costs.
Can I ship to multiple addresses?
You can only ship to one shipping address per online order. If you wish to ship to multiple addresses, you must complete an order for each address.
How do I schedule my large item common carrier/truck delivery?
A scheduling agent will contact you to schedule your delivery. Please note that your delivery will ship only when all items in your order are ready. Lead times are approximate, and can fluctuate.
Made-to-order and custom items will be released for shipment once final payment is received. Your payment will be processed when the order is placed. Upon shipping, your payment will be applied to the invoice and tracking will be provided.
What does "Quick Ship" mean?
An item marked as “Quick Ship” is stocked at one of our warehouses, and available to ship immediately (usually within 1-3 days). There is no additional shipping charge for Quick Ship items. (Please note that many Quick Ship items are subject to a restocking fee if returned.)
What is a delivery surcharge?
Items that are bulky, heavy, or that require additional packaging or handling may incur a delivery surcharge in addition to standard delivery and processing charges. This surcharge, if applicable, will be displayed on the product page.
What is the delivery time to an APO/FPO address?
Orders shipped to APO or FPO addresses will ship via USPS. In-stock items usually arrive at the military checkpoint in three to seven business days. Orders typically arrive at their destination within six weeks of the purchase date.
Rush delivery is not available to APO/FPO/DPO addresses, P.O. boxes, or for items that ship via Unlimited Flat-Rate Delivery.
How should I prepare for an LTL delivery?
Please notify the scheduling agent of any special requirements. This includes, but is not limited to:
- Challenging roads, driveways or other access points that would be difficult for our trucks
- Gated-entry access
- Restricted delivery time frames
- When a truck liftgate is needed
Prior to your scheduled delivery time, please clear the space where the delivery will be placed. Our delivery professionals are not permitted to move furniture or heavy items at your home or project site. It is also your responsibility to ensure that all items will fit through access points such as doorways, stairways, hallways, elevators, and around corners.
When your order is delivered, you'll be asked for a signature. This signature releases the order to you and confirms that your order was received in good condition, releasing CMC and the carrier from liability.
When will I receive my order?
We strive to deliver your purchase in the quickest and most economical way possible. We review each order individually, using factors like the weight and size of the items, as well as the destination, to determine the proper shipping method or methods. Please note that items ordered together may not ship together.
Small furniture, planters, and accessories ship via UPS, with in-stock items arriving at your door within 4-7 business days. Made-to-order and larger items may ship via Basic Freight Delivery, arriving in approximately 7-10 business days in most areas.
Business days are Monday through Friday, excluding holidays.
How do I track my order?
Upon shipping, your payment will be applied to the invoice and tracking will be provided via email.
What do I do if my item arrives damaged?
We hold ourselves to a high standard for the quality of our products and customer service. On the rare occasions that you should receive a delivery with a damaged or missing item, please follow these steps:
- You, or your authorized receiver, must inspect the order before signing for it. Upon delivery of your order, you’ll be asked for a signature. This signature releases the order to you and confirms that your order was received in good condition, releasing Windowbox.com and the carrier from liability. For this reason, it’s important that you inspect your delivery before signing.
- If there is any damage or part of your order is missing, you must note this information on the Proof of Delivery form (included in the paperwork that comes with your order).
- If it’s not possible to open the crate to inspect your merchandise immediately, please write “Subject to Inspection” on the Proof of Delivery form.
- You must report any issues within 24 hours of delivery. Issues reported after 24 hours of delivery are not the responsibility of Windowbox.com or the carrier. Please provide applicable documentation, such as photos of the affected items, and/or damage to the shipping container or pallet, along with a copy of the Proof of Delivery form.
In the unlikely event of any production imperfection noted at the time of delivery, Windowbox.com will replace the item, schedule a service technician, and/or provide a touch-up kit to repair the issue at no charge to you. Please contact us for more information.
How can I return an item?
Your satisfaction is very important to us! All standard items are returnable for a full refund of the purchase price (outbound shipping charges will not be refunded if applicable), provided you contact us within 15 days of the receipt of your item(s). To be eligible for return, items must be unused and in the original packaging.
To initiate a return authorization, please email us at firstname.lastname@example.org stating reason for return. A representative will issue a return merchandise authorization (RMA) with instructions for the return process.
Refunds cannot be issued without an RMA.
Made to Order Items: Items ordered in custom styles, sizes or colors are not returnable. Other products that are non-returnable once they have gone into production or shipped include: made to order planters
Return Shipping Charges: Windowbox.com will cover shipping costs if the return is a result of our error in packing. In all other instances, customers are responsible for return shipping charges.
Damage During Transit: Damage must be reported within 5 days of receipt of the item (calculated according to the carrier tracking number based on date of delivery). We must report carrier damage claims immediately. In case of damage during shipping, we require photographs of the affected items and any damage to the shipping container. Our carrier also requires that the box damaged in transit be saved and sent back by the customer.
If you are unsure whether an item is eligible for return please call us before placing an order. We have agents available from 7:00am - 4:00pm, Pacific Time, Mon - Fri.