How We Handle Shipping
We hold the right to pick the freightway that transports your shipment. We have no control over the shipping businesses, whether they are freight carriers or regular couriers.
We are unable to modify shipping addresses or schedule delivery for a specific date once a package is in the care of the delivery service. We can estimate delivery times, but we can only do that based on the data that the delivery service makes available to us. Please email us at info@iconicoutdoorspaces.com if you have any further inquiries about your delivery.
Must-Know Information for Delivery of Large Packages
While UPS and FedEx are our carriers for smaller items, be aware that larger items and orders are shipped via freight. Freight delivery is a little different than the standard shipping process, so it’s important that you’re prepared and understand what’s required of you well before delivery day. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist so you’re ready for delivery day.
- Most freight products ship on a pallet.
- Freight drivers leave all pallets at the curb, meaning you’re responsible for moving your shipment up the driveway and into your home or backyard.
- Most carriers will not call to schedule your delivery. While a few carriers may call you to schedule an exact delivery window, most will only provide a tracking number and an estimated delivery date.
- We’ll specify which process you can expect in your shipping confirmation email.
For carriers that schedule delivery appointments:
- You are required to be home and provide your signature at the time of delivery.
- The delivery is made with a semi-truck with lift gate services.
- The shipment is dropped off at the curb, meaning you’re responsible for transporting it to its intended location. We’d recommend having at least 2 helpers on standby to assist with your delivery.
The primary contact number you provided at the time of checkout will be used when the shipping company calls to arrange your precise delivery window. When placing an order with us, it's imperative that you provide the best phone number to reach you at.
Inspect your shipment for any missing or damaged items and be sure to note these on the signature documents provided by the delivery driver. If any items are missing or damaged, contact us immediately at info@iconicoutdoorspaces.com. You have 5 calendar days from the date of delivery to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist so you’re ready for delivery day.
For carriers that deliver without an appointment:
- You will not be provided a specific day and time window when your shipment will be delivered, only as estimated delivery date.
- While you are not required to give your signature at the time of delivery, we still recommend you be home when your order arrives.
- The driver will leave your pallets at the curb whether you are present at the time of delivery or not.
Even if your carrier has not called to schedule an exact delivery window with you, we strongly recommend that you inspect your shipment for lost or damaged items when it arrives. If any items are missing or damaged, please contact us immediately at info@iconicoutdoorspaces.com. You have 5 calendar days from the date of delivery to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist so you’re ready for delivery day.
Shipping to Remote Areas
Be aware that remote or hard-to-reach areas may incur additional shipping fees, and this applies to free shipping as well as regular shipping orders. If your order is being shipped to a location with known shipping restrictions, a customer service representative will promptly contact you to notify you of any additional charges.
Please note that we don’t always know if your area is remote or will make freight delivery difficult. If you anticipate that a shipping company will have issues reaching your residence, it’s your responsibility to inform us of those issues at the time of purchase. Such problems include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. Iconic Outdoor Spaces is not responsible for shipping costs on merchandise not delivered because of a shipping company's inability to reach a particular location. Additionally, white glove and in-home delivery is neither implied nor offered without additional charge, and isn’t necessarily available even if you’re willing to pay more for it.
Shipping to APO/FPO Addresses
We do ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we can’t send a package to your APO/FPO address, we’ll contact you to work out an alternative. Likewise, APO/FPO shipments may be subject to additional shipping fees — if such a case arises, we’ll contact you to notify you of the fees and give you a chance to adjust your shipping address if desired.
Incorrect Addresses & Failed Freight Deliveries
If any item is shipped and returned because it’s not deliverable on account of an incorrect address, you’ll be responsible for shipping both ways. If an item shipped via freight is returned because the freight company couldn’t reach your residence, this will be considered a return, and the order will be subject to our regular return policies.
Shipping Outside of the Continental U.S.
All shipments to Alaska and Hawaii are sent via FedEx 2Day, and as such require an individual quote. A customer service representative will contact you shortly after your order is placed with the additional shipping charges (before the item is shipped).
We do not ship items directly to Canada, however, we will ship to the US-based freight forwarder of your choice. We advise getting in touch with the desired freight forwarder first to learn about their shipping and receiving procedures. You will be in charge of coordinating with the freight forwarder for delivery to the final location, as well as paying all duties and tariffs on Canadian shipments. If you need help, email info@iconicoutdoorspaces.com; if not, enter the shipping address that your US-based freight forwarder has provided.