Main Points

• Most orders arrive 1-4 weeks after the date of purchase.
• NEVER refuse a shipment.
• Inspect the material thoroughly.
• May incur additional charges when ordering from multiple manufacturers.
• Receive and inspect material before scheduling installation.

Carriers

We use a variety of LTL carriers throughout the US. All carriers that we use have a website that provides contact information for customer service and has the ability to track shipments. For small orders items may be shipped through a ground service (i.e. FedEx or UPS).

Pricing

• We have a minimum shipping charge of $99 for all orders.
• Shipping charges are based on three things
  1. Delivery Location
  2. Order Weight
  3. Delivery Type: Business or Residential
• The actual shipping charges can be found during the Checkout Process. We ask that you choose your ship-to zip code region during checkout to determine the actual shipping charge. The region is based on the first number of your delivery zip code.

Scheduling Installation

• We recommend receiving and inspecting all material prior to scheduling installation with an installer or contractor.
• It is standard practice to replace any noted damaged, missing, or incorrectly shipped products. We expedite replacements to the best of our ability but we will not be liable for any losses incurred due to project delays.

Delivery Type

• Residential Delivery
  • A location that does not have a loading dock
  • Carries an additional $65 fee
  • Trucking carriers impose additional shipping costs to residential addresses because they have to switch to a smaller truck due to not being able to use 18 wheelers to deliver to limited access areas.
  • All orders are curbside delivery; when a lift gate is not provided it is the responsibility of the customer to unload the material.
  • Drivers are unable to enter your home. Customers are responsible for moving all materials inside the home, so please plan accordingly
  • Does not always include a lift gate (usually $75 - $150 charge) - call for more information
• Business Delivery
  • Any non-residential area
  • Must have a loading dock on site
  • Must be open until 5:00 PM local time
  • Terminal pickup (Once a shipping carrier is determined, we will alert you with instructions for local terminal pickup)

Upon Delivery

• NEVER refuse a delivery. Refused shipments are subject to additional shipping costs and restocking fees. Any damages from refused deliveries are non-refundable, and because it was refused, would not be noted. We are not responsible for any costs associated with a refused delivery.
• Inspect the material THOROUGHLY. Customers are responsible for noting on the delivery receipt any damaged or missing items.
• Check your invoice or your order confirmation to verify that you have received the proper quantity of materials. If you believe that there are missing materials that were not shipped, please make sure you note those items.
• The driver cannot leave until the customer signs the receipt so please BE THOROUGH.
• You the customer are allotted a "reasonable" amount of time to inspect the delivery
• If damage is not noted on the receipt, SouthCypress.com cannot be held responsible for any damaged or missing items.
• South Cypress cannot be held responsible for any carrier who fails to meet their scheduled delivery appointment time. Any losses must be filed directly with the carrier.

Tracking

• Our logistics department will first send you an 'Estimated Ship Date' email alerting you of when to expect your order to ship from our location.
• An 'Order Tracking' email is then sent the day after the shipment is picked up which will include the carrier, tracking number, customer service number and an estimated arrival date.
• The carrier will contact you when the material arrives at the local terminal to set up a delivery time. However, we encourage you to contact the carrier as soon as your receive the 'Order Tracking' email and schedule a convenient delivery time.

Damage Policy

• In detail on the receipt, mark the items that are damaged or missing and ask the driver to sign it.
• Notify us of the claim within 7 business days from the date of delivery.
• Once claim is approved the damaged or missing items noted on the receipt will be reordered and shipped as quickly as possible. Note: It usually takes 2-5 business days to approve a claim.
• Keep all material, including paperwork and boxes. Once reported, the damaged material is the property of the carrier, by law, and they have 120 days to decide if they wish to inspect, pick up or advise to discard the damaged material.
• Take pictures of the damaged items and boxes.
• If damaged or missing items are not noted on the receipt, SouthCypress.com cannot be held responsible for any damaged or missing items. If the receipt is not marked, the only manner to file a claim is through the carrier.

Ground Shipments

• If an item is shipped through a ground service (i.e. FedEx or UPS) customers will not always have the opportunity to inspect the items before they are dropped off. If damages occur to any packages please adhere to the following:
  • Contact South Cypress within 5 business days of delivery.
  • We are unable to handle claims submitted 5 days after delivery.
  • Handle the items as little as possible and leave material in their original boxes.
  • Take pictures of the boxes.
  • Wait for a representative to come and inspect the items.

Additional Charges

• Note: Customer will be notified about additional charges prior to order approval.
• When a customer marks a residential delivery location as a business delivery.
• When a shipment is refused.
• If customers cannot be contacted by a shipping carrier to schedule a delivery.
• If the customer has the shipment delivered to a nearby terminal and does not pick up the material in accordance with the terminal's definition of a "timely manner." (This usually is a 3-5 business day time period).
• The customer gives an incorrect shipping address. Customer will be charged according to the fees SouthCypress.com is charged.
• Customers living inside large metropolitan areas.
• Customers living outside the contiguous United States.
• Orders containing material from multiple manufacturers.
• Additional charges may be applied to business shipping if the delivery encompasses any of the following:
  • Nursing home
  • Funeral home
  • Church
  • Prison
  • Limited Access
  • Firehouse
  • Farm
  • Dental, medical, or veterinary office
  • Insurance agency
  • Retail shop with out a dock
  • Administrative office
  • School
  • Rectory
  • Convent
  • Parsonage
  • A private residence where products are sold or distributed
  • Private resident of a multiple-unit dwelling such as an apartment building, condominium or college dormitory
  • Construction site
  • Fairgrounds
  • Hospital
  • Tradeshow or convention center