Shipment Policy

Conditions:

Delivery dates are approximates, and as such, cannot be promised under any circumstance. Manufacture times, weather, supply-demand conditions and replacement shipping for damaged items are just some of the instances that may delay an order. Please schedule installs to ensure you have allocated enough time to receive the order. We cannot be held liable for failure to meet scheduled install dates due to delivery.

  Typical Shipping Methods

Purchase Size

Region

Ship Method

Under 75 lbs. & Moldings

U.S

Fed-Ex Ground

Over 75 lbs.

Southern California

Riverside County

Los Angeles County

*

San Bernardino County

*

Orange County

*

limitations may apply

Urban Surfaces Owned and Operated Trucks

Over 75 lbs.

48 Contiguous States

Third Party Freight Truck

Curbside Delivery

For jobsite deliveries including homes/apartment complexes, all deliveries are curbside. An authorized recipient (or someone able) must be present to accept the delivery and take the material from the curb to the home/apartment. The driver will only unload to the curbside and is not allowed to enter the building to make the delivery. 

Southern California Inside Delivery Option
(Subject to an additional cost. Includes delivery to the first available area in a home such as the entryway, garage or backyard. Excluding staircases)

Expedited shipping options are available at additional cost.

Shipping & Delivery is available Monday through Friday only, excluding holidays.

Delivery Notification

Southern California

Rest of Country

A convenient delivery date will be provided prior to shipment. A 4 hour window may be provided upon request. On the day of delivery, the driver will make contact prior to arrival.

Commercial - The carrier will arrive during business hours without prior notice unless specifically requested..

Residential - The carrier will set up a delivery appointment 24 hrs. prior to delivery and provide a time window of their arrival.

Special Shipment Arrangements

Notify the Customer Service Representative at the time of sale if there are obstructions that may prevent proper access for the freight truck, such as:

  • Low hanging trees
  • Low electrical wires
  • Windy or narrow roads 
  • Driveways that are built on extreme inclines
  • Or any other special delivery instructions 

Urban Surfaces will make every attempt to find a carrier that can complete the delivery if notified prior to shipping.

If we are not notified prior to shipping and the driver cannot complete the delivery it may be necessary to meet the driver at the closest drop off point to off load the delivery or pick it up from the terminal.

Customer is responsible for any re-delivery and/or storage fees that may apply.

Tracking Your Order

Once an order has left our facility, an email will be sent to the email address on file with all the appropriate package and tracking information.  Please allow up to 48 hours for the tracking number to register as active after the order ships. The delivery company contact information is provided in the tracking number email. All communication related to the delivery status and its scheduling is facilitated with the transportation company.

On Delivery Day

Before signing the delivery receipt accepting an order, please follow these guidelines.

When the order arrives, ensure the quantities match the ordered amount. To guarantee customer satisfaction, please make note of the following when receiving an order:

  1. Check that the right product is being delivered
  2. Check that the correct quantity is being delivered
  3. Check that all materials are in good condition

On the pallet delivered, there will be 2 documents taped to the outside.  

  1. Bill of Lading (BOL) - The number on the BOL should match the # on the paperwork that the driver has as a Proof Of Delivery.
  2. Summary Sheet - This details what material is on the pallet.

For Southern California deliveries, an electronic signature will be required.

Once unloaded, it is recommended that the flooring material is stored in the location where it is to be installed. This will serve two purposes: 1) it will allow the flooring material to acclimate and 2) it will reduce the number of times that the flooring is moved. Boxes of flooring material can weigh up to 50 lbs. depending on the product.

DO NOT let the driver leave until it is fully verified that the material received is in good condition and that all material has been accounted for. Any damaged or missing items must be noted on the delivery receipt. If not noted, it increases the amount of time required to seek resolution. 

The customer will be liable for any additional delivery fees incurred after materials leave the facility for reasons including but not limited to:

  • Destination address changes
  • Undeliverable material (customer not available to receive)