Shipping policy
Arcwood Living LLC
Shipping Policy
Effective Date: June 25, 2026
Thank you for shopping with Arcwood Living LLC. This Shipping Policy explains how orders are processed, packaged, shipped, delivered, inspected, and handled in the event of damage, delay, missed delivery, refused delivery, or carrier-related issues. Please read this policy carefully before placing an order.
By placing an order with Arcwood Living LLC, you agree to the terms of this Shipping Policy, our Terms & Conditions, Refund Policy, and Privacy Policy.
1. Shipping Area
Arcwood Living LLC ships orders within the United States. We currently do not guarantee shipping outside the United States unless expressly agreed in writing before purchase.
2. Shipping Methods and Carriers
Orders may be shipped using FedEx, UPS, USPS, regional carriers, selected freight carriers, LTL freight providers, or other transportation companies at our discretion. The carrier used for a specific order may depend on product size, weight, destination, availability, carrier restrictions, and shipping cost.
3. Packaging
Smaller products are generally shipped in boxes or protective cartons. Larger products, oversized products, heavy products, bulk orders, or high-volume orders may be shipped on pallets, by LTL freight, or through another freight or commercial carrier. Packaging methods are selected at our discretion based on product type, size, weight, and shipping requirements.
4. Order Processing
Processing times vary depending on product availability, order volume, product type, customization, production schedule, packaging requirements, and carrier pickup availability. Any processing or delivery times shown on our website, in checkout, or in order communications are estimates only and are not guaranteed.
5. Delivery Estimates
Delivery dates and transit times are estimates only. Arcwood Living LLC is not responsible for shipping delays caused by carriers, weather, hurricanes, natural disasters, labor shortages, missed carrier pickups, address issues, supply chain disruptions, governmental actions, road closures, operational delays, or other events beyond our reasonable control. A delay in delivery does not entitle the customer to cancellation, refund, chargeback, discount, or compensation unless required by applicable law.
6. Shipment Tracking
Where available, tracking information will be provided after shipment. Tracking updates are provided by the carrier and may not always reflect real-time package location. Arcwood Living LLC is not responsible for inaccurate, delayed, or missing tracking updates provided by carriers.
7. Shipping Charges
Shipping charges may vary based on destination, order size, order weight, packaging, carrier, freight requirements, and delivery method. Shipping charges are non-refundable unless otherwise required by law or unless the return is the result of a verified error by Arcwood Living LLC.
8. Free Shipping
If an order qualifies for free shipping, Arcwood Living LLC still incurs shipping and handling costs. If an order is returned, refused, undeliverable, or canceled after shipment, the original outbound shipping cost may be deducted from any refund where permitted by law.
9. Customer Shipping Information
The customer is responsible for providing a complete, accurate, and deliverable shipping address, including business name, suite number, apartment number, gate code, delivery instructions, phone number, and email address where applicable. Arcwood Living LLC is not responsible for delays, failed deliveries, returned shipments, additional charges, or lost shipments caused by incorrect or incomplete shipping information provided by the customer.
10. Address Changes
Address changes after an order has been placed are not guaranteed. Once an order has been shipped, address changes may not be possible. Any carrier fees, reconsignment fees, rerouting charges, storage fees, redelivery fees, or additional costs resulting from address changes are the sole responsibility of the customer.
11. Risk of Loss
To the fullest extent permitted by applicable law, risk of loss passes to the customer when the order is tendered to the shipping carrier. Carrier delays, damage, loss, or delivery issues after shipment are subject to the carrier's terms and claims process. Arcwood Living LLC will make reasonable efforts to assist with carrier claims when appropriate, but does not guarantee claim approval or reimbursement by the carrier.
12. Delivery Acceptance
The customer is responsible for receiving the shipment at the delivery address provided. For residential deliveries, the carrier may leave packages at the delivery location according to its standard practices. For business, freight, oversized, or pallet deliveries, a signature, appointment, or authorized recipient may be required.
13. Freight and Pallet Deliveries
Larger items, oversized products, bulk orders, or orders with larger dimensions or quantities may be shipped by pallet, LTL freight, or another freight carrier. Freight deliveries may be made to the curbside, driveway, loading dock, or another location determined by the carrier. Unless expressly stated in writing before purchase, freight delivery does not include inside delivery, unpacking, assembly, installation, debris removal, liftgate service, or placement inside a home, garage, warehouse, or business.
14. Customer Responsibility for Freight Delivery
The customer is responsible for ensuring that the delivery location is accessible to the carrier and suitable for freight delivery. The customer must arrange for any labor, equipment, forklift, pallet jack, loading dock, or other assistance required to unload, move, inspect, or store the shipment. If liftgate service, inside delivery, limited-access delivery, appointment delivery, residential delivery, or other special service is required, additional fees may apply and are the responsibility of the customer unless expressly included in writing.
15. Freight Delivery Appointments
For freight or pallet deliveries, the carrier may contact the customer to schedule a delivery appointment. The customer is responsible for responding promptly and being available at the scheduled delivery time. Missed appointments, customer unavailability, refused appointments, or failure to respond to the carrier may result in storage charges, redelivery fees, reconsignment fees, return freight charges, or other carrier-imposed fees. These charges are the sole responsibility of the customer.
16. Storage Fees and Additional Carrier Charges
Any storage fees, redelivery charges, reconsignment fees, address correction fees, limited-access fees, liftgate fees, detention charges, return freight charges, or additional carrier charges resulting from customer unavailability, incorrect information, missed delivery appointments, refusal of delivery, lack of unloading assistance, or failure to accept delivery shall be the sole responsibility of the customer. Arcwood Living LLC reserves the right to deduct such charges from any refund where permitted by law.
17. Inspection Upon Delivery
The customer must inspect the shipment immediately upon delivery. This includes inspecting the exterior packaging, boxes, pallet, shrink wrap, straps, labels, and the visible condition of the products. Do not discard packaging materials until the products have been fully inspected and any delivery issue has been resolved.
18. Freight Inspection Before Signing
For pallet, LTL, freight, oversized, or commercial carrier deliveries, the customer must inspect the shipment before signing the carrier's delivery receipt, bill of lading, or proof of delivery. If visible damage, missing items, broken packaging, crushed boxes, torn shrink wrap, punctures, water damage, or signs of mishandling are present, the customer must clearly note the damage in writing on the carrier's delivery receipt before accepting the shipment. General statements such as "subject to inspection" may not be sufficient. Failure to note visible damage before signing may result in denial of any shipping damage claim.
19. Visible Damage
Visible damage must be documented immediately at the time of delivery. The customer should take clear photographs of the damaged packaging, damaged product, shipping label, pallet, and any visible carrier damage before moving, unpacking, or discarding materials. Visible damage must be reported to Arcwood Living LLC in writing within 48 hours of delivery.
20. Concealed Damage
Concealed damage is damage that is not visible until the product is unpacked. Concealed damage must be reported to Arcwood Living LLC in writing within 48 hours of delivery. The customer must provide photographs of the product, packaging, shipping label, and any relevant damage. Failure to report concealed damage within 48 hours may prevent Arcwood Living LLC from assisting with or filing a carrier claim.
21. Required Damage Documentation
To report damage, the customer must provide: order number; delivery date; written description of the issue; photographs of all damaged items; photographs of the exterior packaging; photographs of interior packaging; photographs of the shipping label; photographs of the pallet or freight packaging where applicable; and a copy or photo of the delivery receipt showing any damage notation where applicable.
22. Packaging Retention
The customer must retain all original packaging, boxes, inserts, pallets, shrink wrap, straps, and protective materials until the claim or issue is fully resolved. Carriers may require inspection of the packaging before approving a claim. If packaging is discarded, damaged, altered, or unavailable, the carrier may deny the claim and Arcwood Living LLC may be unable to provide a replacement, refund, or other resolution.
23. Carrier Claims
Shipping damage claims are subject to carrier investigation and approval. Arcwood Living LLC may assist with filing or supporting a carrier claim, but cannot guarantee the outcome, timing, or amount of any carrier reimbursement. The customer agrees to cooperate with all claim requirements, including photographs, inspections, written statements, and preserving packaging.
24. Lost Shipments
If tracking indicates that a shipment was delivered, Arcwood Living LLC is not responsible for theft, loss, misplacement, or unauthorized removal after delivery. Customers are responsible for providing a secure delivery location. If tracking does not update or a shipment appears lost in transit, Arcwood Living LLC may assist with a carrier inquiry or claim where appropriate.
25. Refused, Unclaimed, or Undeliverable Shipments
If a shipment is refused, unclaimed, returned due to an incorrect address, returned due to customer unavailability, or otherwise undeliverable for reasons not caused by Arcwood Living LLC, the customer is responsible for all outbound shipping charges, return shipping charges, storage fees, carrier fees, and administrative costs. These amounts may be deducted from any refund where permitted by law.
26. Partial Shipments
Arcwood Living LLC may ship orders in one or more packages or shipments. Partial shipments may arrive on different dates or by different carriers. A partial delivery does not entitle the customer to cancellation, refund, chargeback, or compensation unless required by law.
27. Delivery Delays and No Delay Compensation
Arcwood Living LLC is not liable for delivery delays once a shipment is in the possession of the carrier. Customer agrees that delivery delays do not create a right to monetary compensation, reimbursement, consequential damages, lost profits, project delay damages, labor costs, installation rescheduling costs, or cancellation after shipment unless required by applicable law.
28. Weather, Hurricanes, and Force Majeure
Shipping and delivery may be delayed by hurricanes, storms, floods, fires, natural disasters, pandemics, labor disputes, carrier disruptions, fuel shortages, power outages, governmental actions, road closures, port delays, supply shortages, or other events beyond our reasonable control. Arcwood Living LLC shall not be liable for delays or failure to perform caused by such events.
29. Natural Wood Products and Handling
Many Arcwood Living LLC products are made from natural wood. Natural variations, including grain, bark, knots, color variation, checking, cracking, wood movement, shape variation, and dimensional variation are expected and are not considered shipping damage or product defects. Customers are responsible for handling, storing, and acclimating wood products appropriately after delivery.
30. Installation Scheduling
Customers should not schedule installers, contractors, events, photography, staging, or project deadlines until the order has been received, inspected, and confirmed to be complete and undamaged. Arcwood Living LLC is not responsible for installer fees, contractor fees, labor costs, rescheduling costs, project delays, lost income, event delays, or related costs caused by shipping delay, carrier damage, incomplete delivery, or inspection issues.
31. Limitation of Liability
To the fullest extent permitted by applicable law, Arcwood Living LLC shall not be liable for indirect, incidental, consequential, special, punitive, or exemplary damages arising from shipping, delivery, delay, lost shipments, damaged shipments, freight charges, carrier fees, failed delivery, refused delivery, or customer failure to inspect. Our maximum liability for shipping-related claims shall not exceed the purchase price actually paid for the product giving rise to the claim.
32. Changes to This Shipping Policy
Arcwood Living LLC reserves the right to update or modify this Shipping Policy at any time. The version published on our website at the time of purchase shall apply to your order.
33. Contact Us
If you have questions about shipping, delivery, freight, damage reporting, or this Shipping Policy, please contact us:
Arcwood Living LLC
Email: contact@arcwoodliving.com