- Delivery time: usually 2-7 days
- Standard Shipping Provider: UPS/ FedEx
- Heavier items are shipped as freight/ LTL
- Items are shipped to all contiguous United States.
- Items are NOT eligible for shipping to APO/FPO addresses, Alaska, Hawaii, Guam, U.S. Territories, Puerto Rico or P.O. Boxes and international shipping destinations.
- No shipping to Canada
As soon as you place your order you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. Your card will not be charged until your item ships. As soon as we receive your order we automatically verify that the product is in stock and available for immediate shipment. If your item is on backorder or unavailable we will void the pre-authorization and promptly reach out to you via phone or e-mail. If your item(s) are available for immediate shipment (within 1-3 business days) we will process the charge.
SHIPPING YOUR ORDER
If your order is in stock and we process the charge to your credit card, it will ship within five business days from the date of your order (usually much sooner!). We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provide when checking out. If you do not receive tracking information from us within six business days of your order feel free to follow up with us at firstname.lastname@example.org
Once shipped from the warehouse, delivery time is approximately 3-7 business days. Rest assured we will always do our very best to ensure the promptest delivery. Guaranteed shipment dates and express service are also available, please let us know if you need rush service.
NEVER REFUSE A DELIVERY
All deliveries refused by customers will be subject to the same terms and conditions of our return policy. We want the best buying experience for our customers and we ask that you please accept the package and contact our customer service centre so we may address any concerns that you may have.
Please check the packaging of your item(s) prior to signing for delivery. If you notice any damage or missing parts, notify us immediately. We will make an effort to help you obtain the necessary replacements ASAP without extra cost.
In case of damaged packages or missing boxes:
- Write “Package Damaged” when you sign for delivery on the delivery bill (also known as a bill of lading). Please take photographs and send them via email to email@example.com. This helps ensure a quick and easy exchange process.
- For items that look significantly damaged, you may refuse delivery and write “Refused Damage” on the paperwork. This will be returned to us and we will send you a new one. Notify us at once for refused deliveries so we can anticipate the return shipment.
- For accepted items with damages or missing parts, do not discard the packaging. Contact us ASAP with photos and we will ship the replacement parts zero charge.
- Most carriers only let us file freight claims within 48 hours of delivery, so do not delay. If we cannot replace parts, we will have the carrier pick up the item and send a replacement. Again, all returned products should be in the original packaging.
HipBeds and its manufacturers/suppliers reserve the right to first fix your product with a replacement part. Most transit damage can be fixed with a simple replacement part.
If you decide you do not want parts or a replacement unit, the product can be returned under our Return Policy. If we made an error and it cannot be remedied, we will arrange the return of the item to us.
RETURNS & CANCELATION
We want you to be completely satisfied with your order. All purchases may be canceled at no cost prior to shipment.
Should you decide to cancel the order once it has already shipped, you (the buyer) will be responsible for all shipping charges, including return shipping. The refund will be processed once the item has been received at the warehouse. Depending on the specific product and manufacturer warehouse, a restocking fee of up to 25% may be assessed.
For those items that arrive damaged, we will promptly provide a replacement at absolutely no cost to you pursuant to our Damages and Shipping policy and procedures.
Because we cannot sell used or damaged products, all returned items must be in new and unused condition, including original packaging (please do not assemble or modify the product in any way).
For detailed information please view our Returns & Cancelation Policy
HipBeds provides complimentary shipping insurance with all orders; we want your orders to be fully insured and protected while in transit. Shipping insurance allows a merchant to replace or refund an order that suffers damage due to shipping, at no cost to the buyer.
By accepting a damaged box and signing for it in "good condition", however, a customer acknowledge they wish to receive the order as is and cancel the right to any refund or replacement. Any box visibly damaged during shipping may indicate a damaged item within. This means a customer should always notate the damage to a box or item on the delivery bill, otherwise insurance cannot be filed and refunds/replacements cannot be made. We know this is pretty straight-forward, but we are required to disclose it! :)
We strive for your 100% satisfaction. In the event we process an insurance claim for damage, please bear in mind that we will always provide a refund or replacement without you having to wait for the claim process to be over. In doing so, however, you agree to hold onto the damaged item until the claim process is over. Refusal to warehouse the damaged item means shipping insurance cannot be executed and voids the ability to provide refunds/replacements. This is common practice with all U.S. carriers (UPS, Fedex, etc) when processing insurance claims for refunds or replacements and does not in any way make you responsible for the delivery damage.
If you have any questions at all, please contact us at firstname.lastname@example.org and our professional staff will be glad to assist you.
DELIVERY METHOD (LTL/ FREIGHT SHIPMENTS ONLY)
All orders are delivered "curbside". If you choose another type of delivery (such as Inside Delivery), please retain the email confirming any alternate delivery method for your records. For your protection and peace of mind, any guarantee is only provided in writing and never verbally. It is important to note that some deliveries may incur additional costs due to remote / hard to access / limited access locations. Although rare, we will promptly let you know if this is the case so that you may choose whether or not to proceed with the shipment.
What is curbside Delivery?
For curbside deliveries, which is the default for all orders, the delivery driver will pull up to the delivery address, open the gate to his truck, and allow you to remove the item from the truck. It is recommended that multiple people lift the item from the truck together, as many of our items are several hundred pounds. If you are unable to remove the item from the truck, an upcharge may be added for use of a lift gate.
What is Liftgate?
If you are unable to remove the item from the truck yourself, please add Liftgate Service.
When you add an item to your cart and checkout, you will be given the choice to Add Liftgate Service. If you are ordering multiple units (usually 3+), or items from different manufacturers, it may be necessary to use the liftgate more than once. The reason for this being that some items ship from multiple warehouses using different carriers. We will promptly let you know if this is case.
What is Inside Delivery?
Inside delivery service with a carrier does not necessarily mean what the name suggests. When this service is requested on a shipment going to a business, the carrier will take the freight into the storefront for delivery. On a residential delivery, the carrier will only take the shipment onto the property, or into the garage of the residence. Please note this is the case with any shipment from any company and is not specific to Hip Beds inside deliveries.
What is White Glove?
When a driver delivers to a specific room in a house or business (for example a basement or 2nd floor), the requested service is known as White Glove service. Since this is very time consuming, only specific shipping companies offer white glove service. If you require white glove service, please let us know and we'll be glad to get you a quote.