LEAD TIMES

Except for vintage items, all of our items are handmade in our shop, and, due to demand, most are built to order. We will do our best to get your item sent to you in a timely manner, but keep in mind that handcrafting these items takes time – please be patient! Small items (such as coatracks and organizers) typically ship in 2-3 weeks, and larger items (such as consoles, tables, or host stands), typically ship in 4-6 weeks. You will receive a shipping notification when your order is on its way.

We will provide you with tracking information when your order ships. It can take a day or two for tracking information to be updated on carrier websites, so your tracking information may not be immediately available.

 

STANDARD SHIPPING

Our small items typically ship via UPS Ground. Transit times range from 1-6 business days depending on your location. Orders over $200 will require a signature at time of delivery. You can contact UPS with any tracking or delivery questions.

 

FREIGHT SHIPPING

Items too large or heavy to ship via UPS Ground will ship via UPS Freight. Your furniture will arrive on a large freight truck. A representative from UPS Freight will contact you to schedule your delivery. You will need to be there to meet the driver and sign for your shipment.

Your shipment will arrive on a pallet, wrapped in shrink wrap or in a large box. You are responsible for un-palleting and moving the item yourself. You should have a screw gun and a T-15 star bit ready to uncrate your item.

Refunds will not be issued for order refusal due to delivery method. We do our best to provide you with all the information you need to prepare for your shipment.

Due to the nature of this type of delivery, additional fees may apply for shipments in high-density service areas, domestic islands, west coast addresses, rural areas, and non-continental US addresses.

All of our freight shipments are sent FOB Origin – that means the shipment is your responsibility once it is on the truck.

 

RESIDENTIAL FREIGHT DELIVERIES

Your shipment will be lowered to the ground via lift gate in the street at the end of your driveway. The driver will not go up any residential driveway, or move the pallet once it’s unloaded.

If you don’t feel comfortable uncrating and moving your shipment yourself, you can contact a moving company. While we will not cover any expenses you incur if you opt to do this, we are happy to ship to moving companies or storage facilities at your request. Contact us before ordering if you have any questions.

 

COMMERCIAL FREIGHT DELIVERIES

Your shipment will be delivered to your loading dock, or service entrance if there is adequate room for the driver to access it. The driver may also deliver to the street in front of your business if there isn’t room for the truck to maneuver. Your shipment will be lowered to the ground via liftgate. The driver will not move your pallet once it is unloaded.

 

DAMAGE

ALL SHIPMENTS SHOULD BE INSPECTED BEFORE YOU SIGN FOR THEM! This is very important. By signing the delivery receipt, you are stating that your order arrived in good condition. If you do notice any possible issues, have the truck driver wait while you break the shrink-wrap and inspect the item(s). If you notice any damage:

  • Clearly note any damage, missing items or other delivery issues on the delivery receipt before signing. Make sure you note the damage with the driver present.
  • Keep a copy of the delivery receipt.
  • Contact us within 1 business day. 
  • Keep the damaged packaging materials for inspection.
  • Take photos of the damaged items and packaging, before moving the item from the pallet. Take additional photos of any damage to the item itself, including overall shots and close-ups of the damage.

If there is excessive damage, visible without opening the packaging, you may refuse the delivery. If you do refuse the delivery, contact us right away.

If part or all of your shipment is damaged and you did not note this on your delivery receipt or photograph the damage, we CANNOT guarantee any compensation for damages. 

LOST OR STOLEN ITEMS
Urban Wood & Steel will not be held responsible in the rare event that an item is lost or stolen. We require signatures for most deliveries to ensure that your item makes it to you - it is your responsibility to track your package and anticipate its arrival.

STORAGE FEES
If we have to hold your item at our shop for any reason more than one week past your scheduled ship date, your item will accrue storage fees. We are a small shop – not a large warehouse, and holding orders takes up room that we need for new orders. Storage fees are $10.00 every business day ($50.00 per week), and will continue to accrue until the date that we ship the order out.