Shipping Policy

1. Shipping and Delivery Service

We offer multiple shipping and delivery methods based on product characteristics, order size, destination, site conditions, and the services purchased. The two default methods are Standard Parcel Delivery and Curbside or Loading-Dock Freight Delivery. Room-of-choice delivery, White Glove service, assembly, installation, and project support are separate upgraded services and are included only when expressly stated at checkout or in the applicable written order document.

We work with third-party parcel and freight carriers, including FedEx, to transport orders. Carrier selection may vary based on product dimensions and weight, quantity, destination, site conditions, and operational requirements.

· Standard Parcel Delivery

Standard parcel deliveries are generally made Monday through Friday, excluding carrier holidays. Transit within the lower 48 United States is generally 2–7 business days after shipment and is an estimate, not a guarantee. Your carrier will leave the item at the first ground-level entryway outside the residence or building, such as the front door, porch, or garage.

We don’t currently offer expedited or two-day shipping as a standard service. Customer pickup is available only after our team confirms the details with you.

· Freight / LTL Delivery

We may use LTL or other freight service for large, heavy, palletized, multi-unit, bulk, or project orders. Freight shipments are generally made Monday through Friday. Estimated transit within the lower 48 United States is 7–18 business days after shipment and is an estimate, not a guarantee.

Unless an upgraded service is expressly included, freight delivery is limited to unloading at an accessible loading dock, loading area, or curb in front of the delivery address. It doesn’t include unpacking, inside delivery, placement, assembly, installation, or debris removal. You or your authorized recipient are responsible for moving the goods beyond the delivery point.

The freight carrier will reach out to the customer or designated site contact to schedule a delivery date and time window. Please make sure an authorized recipient who is at least 18 years old is present to receive, inspect, and sign for the shipment. If no authorized recipient is available, the carrier may be unable to unload and additional storage, redelivery, or return charges may apply.

2. Shipping Areas and Charges

Standard free shipping is limited to eligible orders delivered within the lower 48 United States. We’re unable to deliver standard online orders to P.O. boxes.

Shipping to rural routes, Alaska, Hawaii, U.S. territories, APO/FPO/DPO addresses, Canada, or other international destinations is available only after we confirm that service is available. Where supported, applicable charges may appear at checkout. If a shipping charge isn’t calculated online and you need service to one of these destinations, please contact our Customer Service team to confirm availability and request a quote.

Premium delivery, White Glove service, assembly, installation, and project support are available only in the service areas and for the scope we confirm. California may support a broader project scope when expressly quoted. Services outside California are limited to the scope stated in the applicable written order document.

3. Order Processing and Tracking

We generally process in-stock standard online orders within 1–2 business days. Processing time is separate from carrier transit time, and same-day shipment is an estimate, not a guarantee. Business days exclude weekends and U.S. federal holidays.

Processing and release dates for commercial, bulk, custom, made-to-order, backordered, or project orders will be listed in the applicable quote, Sales Order, order confirmation, or project schedule.

Estimated ship dates for pre-order or backordered standard online products may appear on the product page, at checkout, in the order confirmation, or in a later status update. These dates are estimates and may change. Shipping, payment, cancellation, and release terms for commercial, custom, made-to-order, unstocked, or project products will be listed in the applicable written order document.

We may send an order in multiple packages or shipments when items ship from different warehouses, have different availability dates, or require different carrier methods. Each shipment may have separate tracking, delivery, inspection, and claim events. Commercial, bulk, custom, or project orders will ship in full or in approved phases as stated in the applicable written order document.

Once an order has been processed, We’ll send order-status updates and tracking information to the email address provided with the order. Tracking information may also be available through “My Account.”

4. Premium Delivery and Installation Services

Premium delivery, room-of-choice delivery, White Glove service, assembly, and installation are paid upgraded services unless expressly included in the order.

Standard-order assembly, if available, will be identified at checkout or through a confirmed service referral. Commercial, government, bulk, custom, or project installation need to be requested through RFQ or Contact Us and will be governed by the applicable quote, Sales Order, scope of work, project agreement, and site requirements.

5. Delivery Scheduling, Order Holds, and Site Preparation

A requested delivery date, shipment hold, or customer pickup is confirmed only after our team approves the request. For eligible standard online orders, we may hold available items for up to 30 days from the order placement date. Commercial, custom, or project delivery dates and holds will follow the applicable written order or project schedule.

Please review the product and carton dimensions and make sure that entrances, doors, corners, hallways, stairs, elevators, loading areas, and the intended room can accommodate the shipment and any purchased delivery or installation service.

· Exceptions Situations

In the event of an atypical delivery due to the unforeseen situations (some examples below), please inform the carrier and consult our customer service(additional fees may apply) in advance:

• Apartments building or apartments with a front desk.
• Extremely narrow driveways.
• Blind alleys.
• Ferries to islands etc.
• Drivers needing to park in specific locations.
• Deliveries to side doors or garage entrances.

6. Address Changes and Unsuccessful Deliveries

Please provide a complete and accurate delivery address, site contact, access information, and receiving requirements. Address changes need to be requested before the order is processed. After processing or shipment, we may ask a carrier change but cannot guarantee acceptance.

If delivery fails because of refusal, an inaccurate or incomplete address, an unavailable or unauthorized recipient, missed scheduling communications, a missed appointment, or undisclosed access conditions, you may be responsible for actual rerouting, redelivery, storage, return shipping, and applicable restocking charges, except for costs caused by us.

We’ll provide notice of material additional charges when reasonably practicable. Where the law allows, we may deduct these charges from any refund available to you.

7. Freight Forwarders and Third-Party Recipients

A freight forwarder, installer warehouse, package manager, receiving warehouse, or other third-party recipient designated by the customer will count as the customer’s authorized recipient. Please make sure the recipient is available to inspect the shipment, note visible damage or shortage on the delivery record, and refuse materially damaged goods when appropriate.

Except to the extent caused by Eureka Ergonomic or otherwise required by applicable law, we’re not responsible for loss, damage, storage, handling, or onward transportation occurring after delivery to the designated third party.

8. Delivery Inspection, Damage, and Missing Items

· Signing of Proof of Delivery Receipt (POD) for Large Item(s)

LTL Delivery Curbside Drop-Off needs you to sign the POD. A POD is not simply a receipt of delivery, but an acknowledgment that the goods arrived intact. All too often, PODs are signed without inspecting your delivery. We advise confirming that the shipment was intended for you, that the entire order has been delivered, and that it was delivered undamaged.

Anything not indicated on this form before signature will result in Eureka Ergonomic being unable to authorize any damage claims after your driver has left. Please follow this checklist we have created for you to follow before the Point of Delivery (POD) is signed:

Checklist:

• Please check all cartons for visible damage.
• Please confirm you have received the correct items as per the POD and the delivery order.
• If you have White Glove delivery: Please wait until all items have been assembled and there is no visible damage to the items. Then sign off on POD.
• If there is significant damage to a carton, immediately notify the delivery driver.
• If there is damage: Please take photos of the damage and cartons.
• Please indicate any property damage caused by delivery on the POD. We will need to photographs and video footage of the damage occurring to document the damage.

After you've gone through your entire shipment and documented any issues, you may obtain the driver's signature or initials next to your notes about the damaged items on the POD.

*Please do not dispose of any damaged cartons until the issue is resolved.

· Shortages, Missing Items, and Lost Shipments

Parcel damage or concealed damage discovered after unpacking, a package shown as delivered but not received, or a shipment shortage please let us know within 5 days after the applicable delivery or stated delivery date. For phased or multi-shipment orders, the reporting period applies separately to each shipment.

Packaging and damaged goods please keep until our team confirms that you may dispose of them. Please provide the order and tracking information, a description of the issue, receiving records, and clear photographs of the product, shipping label, carton, and internal packaging when applicable.

For a package marked delivered but not received, We’ll review available carrier records and may ask you for reasonable information to investigate the report. If loss or misdelivery is confirmed, We’ll provide an appropriate remedy, which could include a replacement or refund, subject to applicable law and reasonable fraud-prevention review.

9. Delays, Order Changes, and Cancellations

Published processing and transit times are estimates rather than guarantees. Weather, inventory availability, customs, carrier capacity, site conditions, and other events outside our reasonable control can cause delays. We’ll provide updated information when a material fulfillment delay becomes known.

For some specially designed products, to ensure you enjoy a higher level of service and experience, we will arrange for professional customer service personnel to contact you before the product is shipped. They will provide detailed information on product maintenance, transportation, and return policies. Please feel free to answer calls from +1 (844) 416-2090. If we are unable to reach you successfully within 24 hours, in order to ensure the optimal protection of the product's user experience, we may have to cancel your order. Any cancellation, refund, or charge for a custom or made-to-order product will follow the applicable product terms or written order document.

Requests to change or cancel freight, premium-delivery, assembly, installation, or project services need to be submitted before the service is scheduled or the related third-party cost is incurred, unless an earlier deadline is stated in the applicable written order document. Shipping, freight, White Glove, assembly, installation, storage, and other service charges can’t be refunded once the service has been performed or the third-party cost has been incurred.

Please contact the Eureka Ergonomic Customer Service team promptly if you need help with shipping quotes, address changes, scheduling, customer pickup, delivery exceptions, damage, shortages, or missing packages. You’ll find our current contact options and service hours on the Eureka Ergonomic Contact Us page.