Shipping policy

The majority of freight deliveries take place without any incident. However, it's good to be prepared in the event that your order is damaged during shipping.

A freight delivery will proceed according to the following steps:

1. Pickup: When your shipment is picked up, you will be emailed a shipping confirmation with the carrier (trucking company), pro number (this is like a freight reference number) and online tracking link.
2. In-Transit: Your shipment is now in transit and will take approximately 3 to 8 business days to arrive at your local shipping hub.
3. Schedule: Once your shipment is at the hub, a dispatcher will call to schedule a delivery date and a delivery window. It's normal for the window to be about 4 hours. You must be present to accept and sign for the shipment.
4. Day of Delivery: The driver will usually call you when they are on the way and let you know they are coming.
5. Off the Truck: If your shipment is under 90” long, the driver will put your shipment on a jack and take it off the truck using a lift gate. Once on the ground, they will help you move it to your curbside or driveway if not already. The driver will not take your shipment inside. If your shipment is over 90” long, you will need several people to help lift it off the truck (depending on the weight of your shipment) or a forklift may be required. A forklift is not provided by the shipping company or Walston Architectural Products. Once on the ground, they will help you move it to your curbside or driveway if not already. Some carriers will require the crate to be picked up from the terminal in an "oversized" shipment. Walston Architectural Products and the freight company are not responsible for any additional costs for oversized shipments. If you have a difficult to navigate street you may have to meet the truck and receive the shipment at the closest point to your curbside as possible.
6. Inspect for Damage: After the shipment is placed, it's your responsibility to inspect if the shipment has any damage. Please read below on how to inspect and report damage.
7. Accepting Delivery: The driver will give you a document called the Bill of Lading, or BOL for short. This is your delivery receipt that you will sign to acknowledge delivery.

HOW TO INSPECT AND DOCUMENT FREIGHT DAMAGE

In the rare event that there is an issue, it's important to carefully follow the instructions below to ensure that your shipping claim can be resolved.

All freight companies are required to allow you up to 15-30 minutes to inspect your delivery for damage or missing parts. This means that you should make a complete inspection of your shipment to check for dents, cracks or broken parts. We highly recommend opening each box regardless of how it looks to inspect for damage that may not be obvious.

In the event that your order is damaged (minor or major), it should be noted by writing the word "DAMAGED" on both the driver copy and your copy of the BOL, along with a description of the damage.

It is critical that the driver also sign and initial both copies of the BOL if any damage is present. By noting damage on the driver's copy, this ensures that there is written proof that damage was noted at the time of shipping. By having the driver sign your copy, this ensures that you have proof that the driver signed in your presence.

Walston Architectural Products will need a copy/picture of the delivery receipt noting damage within 12 hours. Please email these immediately to contact@walstonap.com along with supporting photos of the damaged shipment. Damage claims may not be accepted if these steps are not followed carefully.

FYI: Wooden crates are not waterproof and are not intended to be left outside for any length of time. Leaving crates outside may cause damage to your product.

Enjoy your new purchase! In the vast majority of cases, freight deliveries happen without issue and our shipments are custom crated/boxed specifically to withstand the rigors of freight shipping.

Thank you!

The Walston Architectural Products Team