Shipping & Returns

  1. How will my order ship?
  2. How are shipping costs calculated?
  3. What if I want to return the merchandise?
  4. What is the customers responsibility when the order ships?
  5. Are deliveries made on Saturday and Sunday.
  6. What is my responsibility when my order arrives?
  7. What if my order is arrives damaged?

Q: How will my order ship?

Orders will ship either by common carrier or for less bulky and lighter products via UPS or FedEx Ground. Orders that ship via common carrier will arrive as a “standard” delivery unless noted differently. Standard delivery requires the driver will place the furniture at the edge of the trailer and from that point you will need to arrange to have staff on site to help remove the items from the truck.

All orders will be scheduled to ship as soon as possible (ASAP) unless otherwise requested by the customer. Requests to change delivery schedules must be made in writing seven days prior to scheduled shipment. Costs due to changes requested by our customer such as storage, redirecting shipment, late request for lift gate service or any shipping and handling cost not included in the original order will be advised in advance and billed to the purchaser.

Q: How are shipping costs calculated?

Shipping costs are based on numerous factors, including:

All shipping quotes come directly from the carriers’ (i.e. UPS, FedEx, Estes Freight Lines, etc.) real-time quoting systems. This allows us to offer the lowest shipping costs to you, our valued customer.

In general, all carriers use information that relates to, but is not limited to, the product’s weight and size as measured in cubic volume (Some restrictions are put in place by “parcel carriers,” such as UPS & FedEx, to protect their drivers from heavy weights or bulky volumes, causing many of our products to ship via common carriers, who use - commercial semi-trailer trucks to move the freight, and rely on the customer to unload their own products.

Smaller, lighter items ship via UPS or FedEx ground service. Items that are large, bulky or extremely heavy usually arrive by freight delivery and are carried on a semi-trailer truck. Freight deliveries are delivered only as far as the back of the truck, which means the driver won’t carry your goods into the building. If you don’t have a loading dock, you can arrange for a liftgate or have the driver to move the items inside for an additional charge.

We calculate freight on a case by case basis as there are many shipping point, destination and product mixes. Please call or email and we will be pleased to provide a written quote with freight to your destination.

Q: What if I want to return the merchandise?

100% Satisfaction Guarantee: “We want you to be completely satisfied with your purchase - if you aren’t, you can return it!”

Please contact Customer Service within 30 days of delivery. Please call National Outdoor Furniture Customer Service for authorization and return shipping instructions within 30 days of receiving your product. A unique return authorization (RA) number is required for each returned product or the shipment will NOT BE accepted.

Returned merchandise must be shipped in original packaging, freight prepaid, unused, and in resalable condition, and is subject to a 25% restocking fee. National Outdoor Furniture inspects all returns and reserves the right to refuse credits on damaged, misused or non-resalable items. Original shipping and handling charges are non-refundable for all returns.

The customer is responsible for return shipping charges. No COD shipments will be accepted.

Custom, personalized and clearance products are not returnable. Orders may be cancelled without penalty prior to shipment, with the exception of customized items.

If products have shipped prior to a cancellation request, it will be handled as a return.

Q: What is the customers responsibility when the order ships?

After receiving notification that your order shipped, you are responsible for contacting the freight company to either track your order to confirm a delivery date and or call to schedule a specific day for delivery.

Q: Are deliveries made on Saturday and Sunday.

No. Freight carriers deliver Monday thru Friday generally from 9 am to 5 pm.

Q: What is my responsibility when my order arrives?

If you do not have specific delivery terms such as “Liftgate Service” you must have enough support staff available to offload the freight. The freight carrier is only responsible for bringing the freight to the back of the truck. From there you must take delivery at that point. Optional liftgate service is recommended for heavy and/or large shipments. A liftgate will assist the receiver by lowering the merchandise from the truck to the ground for easy removal by the receiver. Order a liftgate if you are unable to unload the shipment (due to lack of truck dock and/or fork-lift). The customer must remove the shipment from the liftgate. Drivers are not required to help remove a shipment from a truck.

Q: What if my order is arrives damaged?

Occasionally, damage occurs during shipping. All freight must be examined for any obvious discrepancies either due to freight damage or handling. If freight damage is visible you must make any and all notations on the freight carriers paperwork before signing for the freight. If there is no visible freight damage always sign for any shipment with the notation, "pending inspection". This will cover us if the shipment arrives with concealed damage.

Orders should never be refused unless the entire load is damaged. After making notations of the visual damage on the carriers paperwork and signing off you must unpack the order and contact us with the damage. We will determine the necessary parts or products to replace at that point. There is no cost to you for replacement parts or products.

Freight must be inspected within 24 hours after delivery and then you must call or email your account person at National Outdoor Furniture and provide detailed information of any damage.