Shipping Policy | Ambient
Before We Ship - Things to Know
Unless otherwise specified, we ship all orders out within 3 business days. Once shipped, transit times are typically between 3-10 business days but can vary based on your location (see Estimated Transit Times map further down this page). If your order weighs more than 120 lbs, it will be shipped via freight truck. In these cases, once your order reaches the freight carrier's local terminal in your area, the terminal staff will call you to schedule a delivery appointment (they will not deliver the order without an appointment).
You'll receive an email with all your order information as soon as it ships. When your order is shipped out from our warehouse we will send you an email that contains all of your shipment information such as the shipping service or freight carrier name, number and tracking number or BOL/PRO number (the freight carrier's reference number for your shipment). For freight orders, once your order reaches the freight company's local terminal, they will call you to schedule a delivery appointment (read more about delivery appointments below), unless you have selected freight dock or business delivery.
Heavy orders are delivered via semi-trailer trucks. Most orders weighing more than 120 lbs will arrive on a 48-53 foot tractor trailer semi-truck. Deliverability is at the discretion of the freight carrier. If the driver can't deliver the material to the delivery (shipping) address safely, it is the responsibility of the customer to pick up the material at the freight carrier terminal or meet the driver at an intermediary location to transload. The freight carriers do not reimburse Ambient or our customers for any time or costs related to deliverability issues. **All residential deliveries of products 6 feet in length or less are curbside delivery with liftgate included. All residential deliveries of products over 6 feet in length are curbside delivery and the purchaser must manually unload the items from the rear of the delivery truck.
If your delivery address has limited truck access, please let us know. It is the customer's responsibility to notify Ambient or the freight terminal staff before delivery if your location has potential limited access issues, such as a truck being unable to reach your location. Such issues include but are not limited to the inability of the driver to turn around in your area, low power lines or tree limbs, narrow roads and weight and size limitations. If potential problems like these are not communicated to Ambient or the freight company by the customer prior to delivery and delivery cannot be completed due to such issues, re-delivery charges will be the responsibility of the customer.
Estimated Transit Times From Purchase To Delivery
The following are estimated transit times from purchase to delivery. Please remember, the shipment will first arrive at the freight carrier's local terminal that is closest to your address, and the terminal staff at that location will call you to schedule a delivery appointment (unless you have specified freight dock or business delivery). Additionally, the time windows below are estimated transit times - some shipments may arrive later, or sooner, than expected to due a variety of factors.
A Delivery Appointment Is Required
Unless you have requested freight dock or business delivery, the freight company won't deliver your order until a delivery appointment has been set - the local freight terminal staff will call you to make this appointment, or you can call the freight company directly once you receive your shipment information email from Ambient. The freight companies schedule delivery appointments via time windows of 2-6 hours as opposed to specific time appointments (e.g. 9:32 am).
If Your Order is Delayed or Lost by the Freight Company
Ambient is not liable for shipments that are lost or delayed due to mishandling by the freight carrier. An Ambient team member will be happy to assist you with things like locating your tracking number and coordinating a reshipment of a lost order when necessary, but other tracking, delivery, or delayed shipment questions should be directed to the freight company directly. Please note that the carrier's website tracking information is not always accurate - for accurate tracking information, please call the freight company directly at the phone number provided in your shipping confirmation email. Here are the freight companies that we commonly we ship with:
- TForce Freight (formerly UPS Freight): Tracking Link | 1-800-333-7400
- SAIA: Tracking Link | 1-800-765-7242
- ABF: Tracking Link | 1-800-610-5544
- A. Duie Pyle: Tracking Link | 1-800−523−5020
Residential Deliveries
Curbside delivery. All residential deliveries of products 6 feet in length or less to homes with ground floor access are curbside delivery with liftgate included. If the driver is able to back up easily onto your driveway, they *may* attempt to lower the freight onto the driveway, however they are not required to do so. Please note that the drivers are bound by commercial liability, and if there is any risk of property damage or safety concerns, it may limit the delivery location options. Some pallets are extremely heavy, and if the delivery point is on an incline, the driver may need to stop at a more level location, as rolling the pallets off the truck on a slope can be unsafe. We always recommend preparing for curbside delivery as a guaranteed option, but rest assured the driver will assess your situation and do what they can within safe and practical limits. Once the order ships out, the freight company will call you to set up the delivery appointment, and they usually know the neighborhoods and can advise on the best plan of action.
High-rise buildings. If your building has a freight dock, the freight company will deliver your pallet of flooring to that dock, as long as it will accomodate a large tractor trailer to back up into. If you are unusure of whether your building's dock is suitable, you will want to contact your building management before scheduling your order delivery appointment. If the dock is not suitable for a tractor trailer, the next option is for the freight company to lower the pallets onto the curbside near the most accessible entrance to your building. If no such curbside is available, you may need to drive to the local freight company terminal to pick your order up (or request your contractor/installer to pick up the order for you).
If the products you ordered exceed 6 ft in length. For residential deliveries of products over 6 feet in length the purchaser must manually unload the items from the rear of the delivery truck, and the delivery truck may or may not back into your driveway.
If the Freight Company, Or You, Misses the Delivery Appointment
Approximately 5% of delivery appointments are missed by the freight companies due to a variety of factors including mechanical breakdown of trucks, traffic delays, and a variety of other factors. In these instances the freight companies do not reimburse for shipping charges, your time taken off work, or labor hired to wait for the delivery, therefore we strongly recommend not to hire contractors with the sole purpose of waiting for a delivery. Unfortunately, sometimes when they miss an appointment they also do not call you to alert you that they're going to miss the appointment. Conversely, please note that if you are not on site to receive your shipment during your agreed-upon delivery time window, some freight companies will charge you a hefty re-delivery fee. We agree - it's not fair! Unfortunately it's a standard policy for freight companies (however it's also a reason why shipping costs are affordable for us all).
If Your Order Arrives With Damage - DO NOT REFUSE THE SHIPMENT
If your order arrives with damage, please do not refuse the shipment. In most cases, the damage appears worse than it is. It is better to accept the product and receive replacements for the damaged items later, rather than rejecting the entire order. Be sure to carefully document all **detailed damages** on the driver's copy of the delivery receipt. Ensure you record the exact details of the damage (e.g., "14 boxes of flooring and one moldings box damaged," "two boxes damaged"). Make sure to take clear photos, including both an image showing all the damage in one frame and several close-up photos. If there are any missing items, ensure to notate the quantity on the BOL as well. We can only provide replacements for missing or damaged items if they are documented on the delivery receipt or bill of lading (BOL).
You do not need to open all the boxes while the driver is present—simply inspect the exterior of the shipment for visible damage and note the number of affected boxes or items. Please report these damages to us within 7 days of receiving the shipment to qualify for replacements. Contact us immediately at (301) 498-0234 and email the photos to [email protected] so we can process your claim promptly and arrange for replacements.
Once the driver has left, open the boxes to thoroughly assess the damage, which may be limited to the exterior packaging. Remember that many damaged flooring planks can still be used in installations, when cut as starter rows. Do not discard damaged items, as the shipping company may need to recover them. Any discarded materials will not be eligible for replacement.
** Please note: If you fail to document damages or missing items on the driver's bill of lading at the time of receipt, or if you discard the damaged items, we will not be able to refund or replace the affected items. Additionally, while we strive to expedite replacements for damaged items, overnight or second-day air shipping is not covered by the shipping company’s insurance policies due to the high costs associated with heavy freight. Replacements are processed and shipped as quickly as possible through standard freight methods. We appreciate your understanding. **
Please Unload Your Order in a Timely Manner
Most freight companies limit their drivers to around 20 minutes on-site for unloading. While some carriers may allow longer unloading time, this is uncommon and varies depending on the carrier. You can ask the driver about specific time limits if you anticipate any delays. Please reach out to an Ambient team member before purchase if you believe you may need additional time for unloading or to discuss other options. As the recipient of the freight order, you are responsible for any additional shipping charges incurred if you exceed the allotted unloading time.
Returns & Defects
If you feel you have received a non-conforming or defective product, this defect must be reported to Ambient within 30 days. Returns are not accepted on items that have been out of our possession for more than 90 days, clearance items, or custom items. For detailed information please check our return policy.
Free Shipping Promotions, Freight Costs & Shipping Details
All shipping costs and shipping promotions quoted on our website (including free shipping) are valid to the contiguous 48 United States only, and these promotions may not apply if the delivery address is located on an island, or in a rural, high density urban, or low-volume freight shipping area. In these cases, you will need to contact our support team at (301) 498-0234 to get a shipping quote, or you may see a shipping surcharge on this website added by the freight carrier. Please note that it is the freight companies that determine which areas fall within these categories, and they increase their rates accordingly. While Ambient may still subsidize a large portion of the shipping costs, the remainder of the increased charges are the responsibility of the customer. These surcharges are always displayed by our website up front before you finalize your transaction so the customer can accept the charges and continue, or decide not to purchase.
Ambient reserves the right to cancel any order for any reason before shipment, which will result in a full refund to the customer within 5 business days.
International Shipping: Import Duties and Brokerage Fees
When shipping orders to destinations outside of the United States, the recipient may be subject to import duties, taxes, brokerage and customs fees. These charges are determined by the customs authorities of the destination country and may vary based on several factors, including the value of the order, the country’s import regulations, and the nature of the products ordered.
Please note that any such duties, taxes, or fees are the sole responsibility of the customer. These additional costs are not included in the purchase price or shipping charges, and the customer will be required to pay them upon delivery of their order. We recommend that customers contact their local customs office for further information on the potential charges before placing an order.
By placing an order with us, you agree to comply with all applicable customs laws and regulations, and you acknowledge that any failure to do so may result in additional charges or delays in delivery.