Shipping policy

SHIPPING POLICY

Last updated: [DATE]

Halden House ships within the United States only. This Policy explains our shipping methods, processing times, costs, and what to do if something goes wrong.


1. PROCESSING TIME

All orders are processed within 1–2 BUSINESS DAYS (Monday through Friday, excluding U.S. federal holidays).

- Orders placed before 12:00 PM EST on a business day are processed the same day.
- Orders placed after 12:00 PM EST, on weekends, or on federal holidays are processed the next business day.
- During high-volume periods (Black Friday, Cyber Monday, holiday season), processing may extend to 3–5 business days. We will notify you by email if your order is affected.


2. SHIPPING DESTINATIONS

We currently ship to:
- All 50 U.S. states (including Alaska and Hawaii)
- Washington D.C.
- Puerto Rico and U.S. Territories (American Samoa, Guam, Northern Mariana Islands, U.S. Virgin Islands)

We do NOT ship internationally at this time. We do NOT ship to PO Boxes, APO/FPO addresses, or freight forwarders due to the oversized nature of our panels (270 × 110 cm). A residential or commercial street address is required.


3. SHIPPING RATES AND ESTIMATED DELIVERY

CONTIGUOUS 48 STATES
Estimated delivery: 3–7 business days
Cost: FREE on all orders

ALASKA AND HAWAII
Estimated delivery: 7–14 business days
Cost: Calculated at checkout based on order size and weight

PUERTO RICO AND U.S. TERRITORIES
Estimated delivery: 10–18 business days
Cost: Calculated at checkout based on order size and weight

Delivery estimates are calculated from the date of dispatch, NOT from the date of order placement. Add 1–2 business days for processing.


4. SHIPPING CARRIERS

We ship via UPS, FedEx, USPS, and select freight carriers for oversized items. Carrier selection depends on package dimensions, weight, destination, and current carrier availability. You will receive carrier and tracking information in your shipment confirmation email.


5. ORDER TRACKING

Once your order ships, you will receive a shipment confirmation email containing:
- Carrier name
- Tracking number
- Estimated delivery window
- Link to the carrier's tracking page

Tracking information typically becomes active within 24 hours of dispatch. If your tracking has not updated after 48 hours, please contact us at [support@haldenhouse.com].


6. LARGE / OVERSIZED SHIPMENTS

Our XL panels (270 × 110 cm) are classified as oversized freight. For these shipments:
- Delivery is curbside only — the carrier will NOT carry the panel into your home or up stairs.
- A signature is required at delivery for orders over a certain value.
- The carrier will contact you to schedule a delivery window for residential addresses.
- You are responsible for inspecting the package at delivery before signing — see Section 9 below.


7. SHIPPING DELAYS

While we make every effort to meet delivery estimates, Halden House is NOT responsible for delays caused by:
- Severe weather, natural disasters, or acts of God
- Carrier delays, lost packages, or operational disruptions
- Incorrect or incomplete shipping addresses provided by the customer
- Failed delivery attempts due to absence or refusal at the address
- Customs holds for U.S. Territories
- Strikes, civil unrest, or other events beyond our reasonable control

If your order is significantly delayed, please contact us at [support@haldenhouse.com] and we will work with the carrier to resolve the issue.


8. INCORRECT SHIPPING ADDRESSES

You are responsible for providing an accurate shipping address at checkout. If a package is returned to us due to an incorrect or incomplete address:
- We will contact you to arrange reshipment at your expense, OR
- We will refund the order minus original shipping costs and a 15% restocking fee

Address changes after order placement are only possible if the order has not yet entered fulfillment. Contact [support@haldenhouse.com] immediately if you need to update your address.


9. INSPECTION AT DELIVERY

For all freight shipments, we strongly recommend inspecting the package BEFORE signing for it:
- Check the outer packaging for visible damage, punctures, or crushed corners
- If damage is visible, note it on the delivery slip BEFORE signing
- Take photos of the outer packaging and any visible damage
- Refuse the delivery if damage appears severe

Signing without inspection or noting "received in good condition" on the delivery slip may limit our ability to file a damage claim with the carrier on your behalf.


10. LOST OR STOLEN PACKAGES

If your tracking shows "delivered" but you have not received the package:
1. Check with neighbors, building management, or other household members
2. Wait 24 hours — packages occasionally show as delivered before they physically arrive
3. Contact the carrier directly to file a missing package inquiry
4. Contact us at [support@haldenhouse.com] within 5 BUSINESS DAYS of the reported delivery date

Halden House is not responsible for packages stolen after confirmed delivery. We recommend purchasing shipping insurance at checkout for high-value orders or requiring a signature.


11. DAMAGED SHIPMENTS

If your package arrives damaged, follow the procedure in our Return and Refund Policy. Contact [returns@haldenhouse.com] within 48 HOURS of delivery with photos of the damage and packaging.


12. SALES TAX AND DUTIES

- Sales tax is calculated at checkout based on your shipping destination and applicable state and local laws.
- For shipments to U.S. Territories, the recipient is responsible for any applicable customs duties, import fees, or taxes assessed by the territory.


13. CONTACT

For shipping inquiries:

Halden House Shipping Department
Email: [support@haldenhouse.com]
Hours: Monday–Friday, 9:00 AM – 6:00 PM EST
Response time: within 1 business day