Shipping Policy

Shipping Costs

Unless otherwise stated, shipping costs are not included in the product pricing. Shipping costs are calculated in the Cart of the website after products have been added to the Cart and the shipping State and ZIP Code have been entered on the Cart page. Note that if the shipping State and ZIP Code entered on the Checkout page differs from that which was entered on the Cart page then the shipping cost will recalculate and be adjusted accordingly on the Checkout page prior to payment.

While every effort is made to ensure accuracy, Tilton Coffered Ceilings, Inc. reserves the right to refuse any order for which the website calculates an inaccurate shipping cost.

Shipping Notifications 

Please check the specific product pages for the availability and/or estimated manufacturing lead time for the product(s) you are ordering.

FOR ORDERS WITH PRODUCTS THAT ARE IN STOCK:
You will receive an “Order Has Shipped” email notification with the carrier’s name and tracking number once your order ships. This information will allow you to see the estimated delivery date of your order and to trace it while in transit.  

FOR ORDERS WITH PRODUCTS THAT HAVE A MANUFACTURING LEAD TIME:
You will receive an ‘Order ETA’ email notification within 24 – 72 hours of placing your order stating the estimated date that your order will be ready to ship out to you and then a subsequent “Order Has Shipped” email notification with the carrier’s name and tracking number once your order ships. This information will allow you to see the estimated delivery date of your order and to trace it while in transit. 

All manufacturing lead times start from the date your order is placed and has either been paid in full or had the required deposit paid. For orders which require the customer to approve any CAD drawings the lead time starts on the date we receive the customer signed copies of those CAD drawings. Lead times do not include shipment transit times, they only reflect the manufacturing time required to complete your order prior to shipment. Manufacturing lead times are in fact estimates and are not guaranteed in any way. Tilton Coffered Ceilings, Inc. will not be held liable for any claim for any expense incurred by a customer due to orders which are not completed within the estimated lead time provided. We do everything we can to meet or exceed the estimated lead times, however, due to factors outside of our control, we simply cannot guarantee them. As such, please be sure to factor for a buffer period accordingly. Orders which are completed prior to the estimated lead time will not be held or stored and will be released to the carrier for shipment immediately upon completion.

Orders Shipping to Outside of the USA

Please be aware that all international orders will incur customs clearance charges and that customers will be required to pay taxes and duties upon receiving their order. These charges are not included in the cost of shipping the product and are the sole responsibility of the customer.

Storage Fees Prior to Order Shipment

If your order was paid in full up front it will be automatically released to the carrier for shipment to you as soon as it is complete. Any requests to hold or postpone the shipment of these completed orders will not be considered. We simply do not have the ability to store orders once they have been completed and so they must be shipped promptly upon completion. 

If your order is being paid incrementally (i.e. Deposit + Subsequent Payment Schedule) you will be contacted by email once the manufacture of your order is complete and ready to ship or nearing completion to any corresponding payments and/or balance so that your order can be released to the carrier for shipment to you. As such, any orders with payments or balances which remain unpaid for more than three (3) business days from the date of the payment request will be subject to storage fees for that order in the amount of $100 per day. Furthermore, any outstanding balances left unpaid for more than fifteen (15) business days from the date of the request will result in a non-refundable forfeiture of the order unless otherwise agreed upon in writing via email.

Storage Fees After an Order Ships

If the freight carrier used to ship your order is currently in possession of your order, you may be subject to their rules concerning storage of items not delivered and any associated fees. For example, if you postpone the delivery of your order when the freight carrier calls you to schedule it, it’s likely that charges will be accrued by the carrier for storage of the shipment during the postponement period. As such, you will be held responsible for any such charges which will then be charged to your credit card and/or reflected in an invoice to you. For more information, please read and review the Terms and Conditions of Service Guide on the website of the carrier used to deliver the order.

Shipping Address Representation

Whether you mistakenly designate or purposefully misrepresent the shipping address for your order as a business/commercial address when in fact it is a home/residential address, you will be held responsible for any residential charges made by the freight carrier due to the correction which will then be charged to your credit card and/or reflected in an invoice to you.

Additional charges may also apply if the freight carrier deems the shipping address to be a “Limited Access” destination and you will be held responsible for these charges which will be charged to your credit card and/or reflected in an invoice to you. Examples of “Limited Access” destinations include, but are not limited to Military Sites, Schools, Mini Storage Facilities and locations which cannot be reached by way of a tractor trailer truck (i.e. an ‘18-Wheeler’).

Shipment Transit Times

Unless an expedited and/or guaranteed shipment method has been quoted, selected, and pre-paid for on an order, all shipping transit times for all orders are estimated and/or approximate and as such have no expressed or implied guarantee. We recommend that you DO NOT schedule the installation of the products you’ve ordered from us until AFTER you have physically received and inspected them. Tilton Coffered Ceilings, Inc. will not be held responsible/liable for any claims for any expense incurred as a result of any shipping transit and/or delivery delays caused by the carrier and/or any subsequent effects any delays in receiving your order may cause as they are outside of our control. Shipping transit and/or delivery delays do not constitute grounds for cancellation of and/or a refund on any order. 

Receiving Shipment of Your Order – LTL or FTL Freight

Once your order leaves our manufacturing facility we will send you an ‘Order Has Shipped’ notice via e-mail which will contain the freight carrier’s name, tracking number and a link to their website where you can check the transit status of your order. 

FOR ORDERS SHIPPING VIA LTL OR FTL FREIGHT

When your shipment reaches the carriers’ Destination Terminal they will contact you by phone (on the number you provided with your order) to schedule the day and time-frame to deliver your order to you. YOUR ORDER WILL NOT BE DELIVERED WITHOUT THIS APPOINTMENT HAVING FIRST BEEN MADE WITH YOU BY PHONE so that you can make any necessary arrangements to receive your shipment.

Freight Orders Shipped WITH Liftgate Service
(Most items/pallets 8ft long and under)

Unless the delivery address has a loading dock with a pallet-jack and/or a fork-lift, you will need to have at least two (2) able-bodied people present at the time of delivery and be prepared and physically capable of doing some or all of the following to facilitate the receipt of your shipment:

    1. Open the shipment (i.e. cut straps holding product to the pallet and/or open crates) once it is lowered to the ground and while still at the curb and unpack the contents individually and/or in manageable amounts (i.e. 1 beam or several planks at a time) by hand.
        
      Tools You May Need to Have on Hand to Unpack Your Order:

      – Aviation (aka Tin) Snips 
      – Utility Knife
      – Hammer
      – Prybar
      – Cordless Drill/Driver w/ Phillips Head Bit
       

    2. Inspect the individual shipment contents as you unpack them and point out any noticeable/obvious damage or missing parts/components to the truck driver. The driver will give you an adequate amount of time to inspect your shipment.
    3. Take pictures of and make notations on the delivery ticket of any damage you may have discovered or of contents that may appear to be missing 
    4. Transport the shipment contents individually and/or in manageable amounts from the curb to your job-site or home
    5. Discard all of the shipment packaging (i.e. pallets, plywood, cardboard, strapping, shrinkwrap etc.)

Freight Orders Shipped WITHOUT Liftgate Service
(Items/pallets over 8ft long)

Unless the delivery address has a loading dock with a pallet-jack and/or a fork-lift, you will need to have at least two (2) able-bodied people present at the time of delivery and be prepared and physically capable of doing some or all of the following to facilitate the receipt of your shipment:

    1. Open the shipment (i.e. cut straps holding product to the pallet and/or open crates) while it is still on the truck and unpack and offload the order contents individually or in manageable amounts (i.e. 1 beam or several planks at a time) by hand.
        
      Tools You May Need to Have on Hand to Unpack Your Order:

      – Aviation (aka Tin) Snips 
      – Utility Knife
      – Hammer
      – Prybar
      – Cordless Drill/Driver w/ Phillips Head Bit
       

    2. Inspect the individual shipment contents as you unpack them and point out any noticeable/obvious damage or missing parts/components to the truck driver. The driver will give you an adequate amount of time to offload/inspect your shipment.
    3. Unload the shipment contents individually and/or in manageable amounts from the truck to the curb
    4. Take pictures of and make notations on the delivery ticket of any damage you may have discovered or of contents that may appear to be missing 
    5. Transport the shipment contents individually and/or in manageable amounts from the curb to your job-site or home
    6. Discard all of the shipment packaging (i.e. pallets, plywood, cardboard, strapping, shrink-wrap etc.)

It is your responsibility to inspect the shipment immediately, carefully and thoroughly BEFORE signing for the delivery.

You, or an adult whom you have authorized to inspect the shipment in your absence, must either sign for, or reject the shipment. If for ANY reason you are unable to fully inspect your shipment, you must write on the delivery receipt “SUBJECT TO INSPECTION.” In the unlikely event that your shipment is damaged, read and follow the directions in the “If Your Shipment Is Damaged” section below carefully and fully.

If Your Order is Damaged During Transport/Shipment

If you notice and/or discover visible damage to your shipment at the time of delivery, you must have the driver note on the Delivery Receipt that the shipment is “DAMAGED” and the driver must sign the receipt along with your signature. You should take pictures of the visible damage to the packaging and/or product as it appeared upon arrival for delivery. Then you can/will file a claim directly with the freight carrier for the value of the extent of the damage to your order (in part or in full). Any and all damage to your order which may have occurred in transport/shipment is the responsibility of the freight carrier and not of Tilton Coffered Ceilings, Inc. (TCC). As the receiver/consignee your claim for the value of any/all damage caused is with the carrier and not with TCC. 

WE ADVISE THAT YOU DO NOT REFUSE DELIVERY DUE TO VISIBLE DAMAGE and that you accept your shipment with the damage noted on the delivery ticket as described above. This will allow you to assess how much of your order is actually damaged beyond the point of being usable and how much of your order, if any, will actually need to be replaced. Appearances can often be worse than they may seem and so it does not benefit you to refuse the shipment in its entirety as the carrier will not accept any claim for or provide reimbursement for any undamaged product.

All shipments will be carefully inspected and packed before leaving any of our facilities and will be shipped out to you via the best available carrier at the time of shipment. Responsibility for your shipments safe delivery is assumed by the carrier at the time of pickup from our facility. When you receive your order from the carrier, be sure to unpack all of its contents carefully and entirely and if any damage to the product(s) it contains is discovered, be sure to keep all of the original packing and to report the damage to the freight carrier immediately (within 48 hours). You should keep any and all damaged product as well as all packing material until the freight carrier has performed an inspection of it or stated that an inspection is not required with relation to the claim.  

Hidden Damages

Upon acceptance of delivery of your order free and clear (i.e. without any indication of damage noted on the delivery ticket as signed by you and the delivery driver), you then have twenty-four (24) hours in which to notify the carrier of any hidden damage you may discover. If you do not notify the carrier within this time frame, any future claim for said parts will be null and void. As such, we strongly recommend that you examine your order in full at time of delivery and or immediately afterwards.

Responsibility for Damages

By placing an order with Tilton Coffered Ceilings, Inc. for products which cannot be reasonably and/or feasibly shipped via parcel carrier (i.e. UPS, FedEx, USPS), you elect to deal with the independent LTL freight carrier(s) who is/are selected on your behalf to transport/ship your order to you. All of the freight carriers utilized for this service are fully insured and will reimburse you for any and all damages they may have caused to your order while in transit as long as the proper damage claim procedures are followed. 

Our responsibility for the condition of the goods ends when the carrier accepts and removes them from our facility for transport/shipment to you. It is then your responsibility as the receiver/consignee to file any claim for damage which may have occurred to the product in transit directly with the carrier. Any damage which occurs to an order and/or any of its contents during transport/shipment to you by the carrier does not constitute grounds for cancellation and/or a refund on that order from Tilton Coffered Ceilings, Inc. Tilton Coffered Ceilings, Inc. is not responsible for any damages which may occur to your order when it is in the possession of any of the carriers, but we can assist you with filing a claim if and when needed.

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