Freight Shipping Policy
What is Free Shipping?
Free shipping promotions cover free curbside delivery. Free shipping and curbside service do not include any inside placement, unpacking, assembly, or any special customer requests.
If special customer requests, delayed delivery, or any other exceptional situations arise, the associated fees (accessorial charges, storage fees, etc.) are not included in free shipping or any other shipping promotions (please refer to Other Extra Charges for details). If accumulated, any extra fees relating to your shipment must be paid separately.
How Does Freight Shipping Work?
Oversized items, such as sofa sectionals, sofa sets and home theater seats, are shipped through freight carriers. The process requires more labor and handling than shipments of smaller items such as bar stools and ottomans, and faster service/express delivery is not available for freight shipments - all freight shipments ship with the same speed (the speed will vary from carrier to carrier).
We ship within the 48 contiguous states only, and our freight carriers offer deliveries during working hours Monday-Friday. For some regions, weekend deliveries might be available with extra charges. For some rural areas that are hardly reachable by trucks, extra charges may apply for delivery. We are not able to ship to P.O. Boxes or APO/FPO addresses.
After we receive a freight order for an in stock item, it usually takes 2-3 business days to process the order and prepare for the shipment. Please be patient with this process, as we need to register your shipment with the freight company and our warehouse needs to pack your items properly to protect them during the transit. After the order is picked up by the carrier, we will email you tracking information.
In addition to the time required for order processing, you will need to allow for transit time. Most freight shipments take 3 to 10 business days for transit after they leave our warehouse, if there are no exceptional situations, but the exact time will vary based on factors such as the carrier's service speed, total distance, and weather conditions.
Your shipment will eventually reach the carrier's delivery agent local to your area. This delivery agent will call you to set up a delivery appointment. As the freight company delivers multiple orders on each day, they are able to schedule a specific date but not able to narrow down the time window. If you need delivery within a special time frame, please refer to the Time Stop upgrade service listed below.
Some carriers will contact you prior to delivery to schedule a date. We recommend you call the carrier on the date of your delivery to confirm, as delays may occur.
You must schedule a date for your delivery because an individual will be required to be present for the delivery, perform a general inspection of the packages, and sign for the shipment, noting down any shipping damage that may be present. Keep your copy of your paperwork, and contact Interior Express (1.800.554.3504 / email@example.com) within 7 days of your delivery date for assistance with any damaged items. You must contact us within this period to be eligible for assistance and a resolution to any product issues (defects or damages). We do not cover problems being claimed to us after 7 days. Refer to our FAQ page for full details on the process of claiming a product issue. In case of damage in transit, a replacement is only available when proper notations are made to the Bill of Lading/Proof of Delivery Form. Please keep your original packaging for 30 days, and the item will need to be wrapped and packaged properly for a return shipment. All damage claims sent to our returns and replacements department must be accompanied by a photo of the damage and written explanation of the problem/situation.
Storage Fees and Re-Delivery Fees
To avoid storage charges relating to your shipment (please refer to Other Extra Charges listed below for more details), please provide accurate telephone numbers upon ordering - telephone numbers you will be able to be reached at during working hours. Your telephone number(s) should also have functional voice messaging systems in case you are not available to take the carrier's call when they attempt to reach you.
If the carrier cannot reach you through the telephone number(s) you have provided upon order placement (i.e. voice messages not returned, no answer, incorrect telephone number, etc.), Interior Express will be notified by the carrier and we will then attempt to contact you through email to both obtain a better telephone number and encourage you to contact the carrier directly to schedule a delivery date for your order.
If you still cannot be reached, the delivery agent and carrier will put your shipment into a period of storage. This occurs when your delivery has not been completed within the carrier's allotted timeframe that begins once the shipment has reached the delivery agent. This may occur for two reasons: 1) you cannot be reached through the telephone number Interior Express has on file for you, or 2) you request the carrier to deliver your shipment a significant time after it has reached the delivery agent (the exact timeframe will vary from agent to agent and carrier to carrier). The carrier will charge either a flat rate per day or a fee based on the size of your shipment.
By placing an order with Interior Express, you are also agreeing to pay any outstanding storage fees resulting from a lack of communication between you and the carrier or from a request for delivery outside of their allotted delivery timeframe.
If you cannot be contacted and spoken with after multiple attempts to do so by both Interior Express as well as the carrier and delivery agent, Interior Express and our carriers reserve the right to consider your order forfeit and return the shipment to the Interior Express warehouse. This will constitute a cancelled order, and your refund will be based on our standard return policy as it is detailed on our FAQ page.
Free shipping promotions and default shipping options are for curbside delivery, which is a delivery of your packages to the first dry area at your address (outdoors). Upgrades to delivery inside your building may be available for some items (not all) shipping with a freight carrier for an additional fee, because additional time and labor is required.
However, not every freight carrier offers upgrade services. Please check with our customer service if the desired service is not offered on the product web page for the item you are interested in before placing your order. If your item ships with a carrier that does not offer upgrade services and you would like to upgrade the service level after your order has left our warehouse, we will be unable to assist you in upgrading.
Inside Delivery: This service covers inside placement of your shipment up to two flights of stairs or use of a freight elevator. Inside Delivery does not include any unpacking, assembly or trash removal. There is an additional fee for any flights of stairs in addition to the 2 flights that are included with the service.
White Glove Delivery: This service covers inside placement of your shipment up to two flights of stairs or use of a freight elevator, unpacking the items, and up to 15 minutes of assembly without tools. No trash removal is included. There is an additional fee for any flights of stairs in addition to the 2 flights that are included with the service.
White Glove Plus Delivery: This service covers inside placement of your shipment up to two flights of stairs or use of a freight elevator, unpacking the items, up to 30 minutes assembly, and trash removal. There is an additional fee for any flights of stairs in addition to the 2 flights that are included with the service.
Time Stop: If you request a delivery during a specific time window on a specific date, extra fees will apply.
If your delivery requires any type of additional labor or services (or if you request any additional labor or services), extra fees will apply. Basement deliveries for inside delivery services are usually not available. Please contact us for more information about basement deliveries.
Storage Fees: If the freight carrier's delivery agent is not able to reach the recipient of any given shipment within 1-6 days (exact time varies from area to area) after their first phone call, or if the carrier/agent has to hold the packages in their warehouse, the recipient will be subject to storage fees. The charge will differ depending on the area, size of shipment, and the agent's policies. Please contact Interior Express for an exact amount if your order has been held in storage.
Redelivery Charges: Redelivery charges apply when the first appointed delivery attempt is not successful for reasons such as absence of an individual responsible for accepting the delivery and signing for the shipment. If the freight carrier will need to make another trip to your address for a another delivery attempt, there will be a redelivery charge that is usually within the range of $50 - $100. The exact amount will vary by location. If the second delivery attempt is also unsuccessful, there will be a fee for the third delivery attempt, and so on.
Remote Area Charges: For some rural areas, islands, or any type of location that is difficult to acess and requires additional time and/or labor to delivery to, an extra fee will apply for your delivery. The exact amount of the charge varies and customer service will contact you as soon as requested by the carrier. In addition, you may opt to contact us prior to placing your order to provide your zip code so we may check to see if your area requires extra fees.
Prices provided on this page are only estimates and may change based on our carriers' requirements. By placing an order with Interior Express, you authorize us to charge your credit card/payment account for any charges related to special delivery situations, which, as stated above, are result of additional labor, time, space, and/or handling.