Shipping policy

Order Fulfillment & Shipping Policy

Product Lead Times

Lead times for each product are clearly listed on their respective product pages. Once your order is ready for fulfillment, the shipping method selected at checkout will be applied.

Tracking Information

Once your order has been fulfilled, you will receive an automated shipping confirmation email with tracking details sent to the email address used at checkout.

Order Hold & Storage

For freight orders ready to ship, we will hold your pallet at no charge for up to 7 days. If longer storage is needed, daily storage fees may apply.

If you request that your order be held and shipped on a certain date, we will accommodate that request for up to 7 business days.

Orders left unpaid or unclaimed after 14 days may be canceled without notice.

Order Change & Update

If you contact us regarding your order to request changes (such as updating quantities, editing items, or adding products), please note the following:

  • Changes can only be made if your order has not already been fulfilled or shipped.
  • We allow up to 7 business days for you to reply to confirm how you’d like us to proceed with the change.
  • If we do not receive a response within 7 business days, the order will be shipped as originally placed.
  • In such cases, you will be responsible for any returns (if applicable) or will need to place a new order if you were attempting to add additional items.

This policy ensures orders are processed in a timely manner and avoids unnecessary delays.

Shipping Address Accuracy

Please ensure all address details are correct when placing your order. We are not liable for delays or losses caused by incorrect or incomplete address information provided by the customer.

If we entered the wrong address on our end, we will take full responsibility for return and reshipping costs.

Shipping Methods

We primarily ship via UPS for all standard orders. However, if flat-rate shipping is selected at checkout, the package will be shipped via USPS.

For freight orders (i.e., orders that include large items such as bumpers and/or rock sliders), we use freight carriers exclusively, as these items cannot ship via standard ground methods. The freight carrier is selected based on route availability and shipping timelines.

If you have a preferred freight carrier, you may request this at the time of scheduling your freight pickup, and we will do our best to accommodate your preference.

Freight Shipments

Some of our products ship via freight on a pallet due to their size and weight. This includes (but is not limited to) all bumpers and rock sliders.

If your order contains any freight-designated item, the entire order will ship together via freight to ensure cost-effective delivery. If you would like non-freight items shipped earlier, please reach out to us directly to request a split shipment. Additional shipping charges may apply for this service.

Canadian Customers: Please note that all freight or palletized orders shipping into Canada require a customs broker. You will need to arrange for a broker to clear your order at the border before delivery can occur.

Freight Shipping Cost Estimates

Estimated freight rates vary depending on location and delivery conditions:

  • Domestic U.S. Freight: $350 – $650

  • Canada: $500 – $650

  • Europe, Middle East, Asia: $800 – $1,500

  • Australia: $1,200 – $2,000

These are general estimates. Final costs are determined at the time of quoting and may vary depending on address type and accessorial fees.

Choosing the Right Delivery Address

The most cost-effective option is a commercial address with a forklift and/or loading dock, which avoids the following common accessorial charges:

  • Residential Delivery Fee: $45–$75

  • Liftgate Fee (if no forklift is available): $45–$75

  • Limited Access Fee: May apply to schools, farms, job sites, or remote businesses (assessed by the carrier)

International Orders

Shipping quotes do not include import duties, taxes, or customs fees imposed by your country upon arrival. These are entirely the buyer’s responsibility.

We strongly recommend checking with your local customs office before placing an order. We are not responsible for:

  • Customs duties, VAT, or taxes

  • Brokerage or clearance fees

  • Delays or holds caused by missing or incomplete recipient information

  • Failure to register in customs systems (e.g., CARM portal for Canada)

Customs Clearance & Delivery Failures

If a shipment is:

  • Refused at delivery

  • Returned due to failed delivery attempts

  • Held at customs due to missing importer info

  • Returned due to an incorrect address (provided by the customer)

…the buyer will be fully responsible for:

  • Return shipping costs

  • Any custom duties, VAT or taxes billed to the shipper during transit

  • Reshipping costs (whether to the customer or another address)

We are not responsible for shipping charges, fees, or returns caused by:

  • Failure to provide importer details or documentation

  • Incorrect or incomplete delivery address

  • Refusal to pay duties or taxes

  • Carrier’s inability to contact the recipient

  • Any other issue outside of our control

Carrier Responsibility & Delays

We are not responsible for carrier delays due to:

  • Weather events

  • Labor strikes

  • Port congestion

  • Natural disasters

  • Government shutdowns

  • Force majeure or other conditions outside of our control

We will assist in filing claims for guaranteed services that do not meet their commitment, but refunds are only issued if the carrier reimburses the cost.

Cutoff Time for Expedited Services

Our shipping cutoff is 1:00 PM EST for expedited options, including Next Day, 2-Day, and 3-Day shipping.

Orders placed after 1:00 PM EST will ship the next business day, assuming the item is confirmed in stock. If the product is not in stock, we will not be able to honor expedited shipping timelines.

Shipping Costs on Returns

Shipping charges are non-refundable under any circumstances. If you return an item, the original shipping cost will not be credited, and return shipping is the buyer’s responsibility, unless otherwise specified by our team.

Missing, Damaged, or Undelivered Items

If your order arrives missing or damaged, or your tracking shows delivered but you did not receive it, notify us within 30 days of delivery or ship date (whichever applies). Claims cannot be processed after this timeframe.

Please inspect all packages upon arrival and report issues immediately. Delayed claims may result in the loss of eligibility for a refund, replacement, or carrier dispute.

Please note that once an item is marked as "Delivered" by the carrier, it may no longer be eligible for a claim. In such cases, we recommend contacting your local carrier office immediately.”

For any additional questions, please contact our support team:
📧 info@eurowise.com