Any orders that contain oversized pieces and/or subtotal to over a certain amount will ship by freight LTL on a 4x8 pallet. Larger orders may be delivered on multiple pallets. All pallet orders will have different delivery options available in checkout and will require a weekday delivery appointment. The freight company will contact you after your order is in transit. Delivery appointments must be confirmed in a timely manner in order to avoid any additional storage fees, which if incurred are the responsibility of the customer.

**Any additional fees charged by the shipping company as a result of re-delivery due to the customer not being present, an incorrect address, storage fees, etc. will be the sole responsibility of the customer. Delivering to islands or remote areas may result in additional shipping/ferry fees, which if incurred are the responsibility of the customer. Please inform the freight company of any out-of-the-ordinary conditions such as a steep driveway, a one-way street, etc. Failure to note any conditions can lead to delays in your delivery and additional fees.

 *If you have a mix of materials (ex. Stone Slab & Tahoe) or products (ex. doors & hardware); your items may be split up and ship at different times.

Shipping costs for pallet-delivered kitchen orders depend on your purchase amount according to the chart below. Please note that shipping costs are calculated from your purchase amount pre-discount (before coupon codes are applied), and the amounts shown here are purely estimates.

*Some additional fees/charges may apply based on situations. Rural area locations and select New York City locations are subject to additional surcharges. These surcharges are additional fees to cover any situational circumstances in these difficult delivery areas.

IMPORTANT: Upgraded delivery services must be set up at checkout. If we attempt to add it later on, we cannot guarantee it will be successful. If an upgrade is not made in advance, the order will ship with a carrier who may not offer these services.

This option is our standard delivery option. The pallet of items will be delivered to your residence street/curb. We advise you to have help on hand to bring your goods to/inside your home, as this is an unassisted delivery service.

This option has the delivery driver bring your pallet of items beyond the curb/street (ground level only), without breaking down or opening the pallet. Common examples would be the driveway or in a garage/patio. Please be advised that the threshold must be wide enough to fit the pallet, and have no stairs or steps.

Same as above threshold service, but pallet is broken down/unpacked, and delivered into entry or ground level room (some areas may allow delivery to other levels, although not guaranteed). Includes removal of any debris and pallet. If in a multilevel residence, please let us know if your building does not have an elevator or any other potential obstacles that the delivery driver may encounter.

No, once your order is in production we cannot hold the order for any period of time. Once your order arrives at the hub in your city, the carrier will give you a call to schedule your appointment. This must be done within a week of that call. If you tell the carrier that you cannot accept the shipment within this time, they will refer you to us to collect their storage fee on their behalf. Our carriers are a third party service and are not at liberty to discuss these charges with you, we step in to act as their liaison in these cases. The fee can range from $50 to +$250 per day; so if you cannot accept the shipment during the required time, we advise looking into an alternative address or having someone accept the shipment on your behalf while you are away. If you refuse delivery for any other reason such as inclement weather, etc - you will be responsible for a redelivery fee.

Please note, there may be an 'ETA' on their website. This is when they estimate your order will arrive at the hub in your city - NOT a confirmed appointment. Your appointment must be confirmed directly with the shipper, otherwise your order will not be delivered.

For larger orders, your order will deliver by freight truck on a large 8 foot pallet. The freight company will call you to schedule a weekday delivery appointment (they usually require a 4-hour window). It's important to provide a valid phone number during the time of purchase so the delivery service can get a hold of you to schedule your delivery. The carrier's call may show as an unknown number or 'spam likely'; some of our carriers are using texting as well.

Please refer to our article on How to Receive, Inspect, & Inventory your Order.

You will be required to sign a document accepting the delivery from the carrier. For your protection and ours, take a moment to note the following on your receipt before signing:

• How many pallets you received

• If there is any visible damage to the outside of the pallet (even a little), note 'damage' and take pictures.

• It is always safe to note 'concealed damage' in case of any evidence of rough handling. 

• If any discrepancies or damage is noticed, notify us immediately - the more pictures we have, the faster the claim process will be.

Please note that you should never help the driver remove freight from the truck, unless you volunteer to do so, and can do so in a safe manner. If a driver asks you to help unload and you cannot safely assist – please refuse the shipment, and contact SHM immediately for us to work with our carrier in finding an appropriate delivery method.

To prevent damage, the maximum length of any Semihandmade piece we ship is 95". For panels, the maximum height is 95", so if you need something taller it will come in 2 pieces and please note there will be a seam.

For your protection and ours, if you notice any damaged or missing pieces, report them within 3 business days using this form. If you need additional time, please fill out this form to keep us in the loop - keep in mind, the more time passes, it's more difficult to file a claim with our vendor or carrier - meaning we can't guarantee complimentary remakes if reporting is not done in a timely manner.