SMALL PRODUCTS

Small products such as Tankless water heaters are shipped via FedEx and UPS ground. Products typically ship within 2 business days after your payment has been completed. Please allow 5 to 7 business days for delivery. Rural deliveries, limited access deliveries and lift gate deliveries may take longer. We will email your shipment tracking number to you. Shipping to the lower 48 states only. Please contact our Customer Service Team at (800) 997-1716 or by email info@bonterrahome.com if you have any questions about shipping.

LARGE PRODUCTS

Large products such as mini split air conditioners are shipped using freight carriers to ensure your item is fully protected due to its heavy weight. Freight takes longer than standard delivery. We greatly appreciate your patience. Products typically ship within 2 business days after your payment has been completed. Please allow 10 to 14 business days to receive your item. Rural deliveries longer. We will email your shipment tracking number to you. Shipping to the lower 48 states only.

The freight delivery company will call ahead to schedule an appointment for delivery. It is your responsibility to work with the delivery carrier to schedule an appointment within the expected date of delivery. The freight carrier will contact you at the phone number you provided on our contact form to schedule your delivery appointment. A redelivery fee may be assessed if you miss your appointment. You cannot change your shipping address after your order has shipped. So please make sure your delivery address is correct on our order form. Schedule your delivery when you will be there to inspect and sign for your shipment. Carriers typically require a four-hour delivery window. Please contact our Customer Service Team at (800) 997-1716 or by email info@bonterrahome.com if you have any questions about shipping.

IMPORTANT STEPS TO FOLLOW WHEN RECEIVING YOUR DELIVERY:

  1. Take delivery ticket from driver.
  2. Inspect the pallet for damages. If you see any damages then please refuse delivery and contact us.
  3. If you see no damages, sign delivery ticket and accept delivery.
  4. Give signed & noted ticket to the driver, keep the carbon copy for your records.

*Should the driver not allow you to inspect the delivery, please write on the BOL that the driver makes you sign “Refused Due to Damages, Driver DID NOT ALLOW Inspection” and be sure to note any external damages seen on the boxes (no matter how small).

**Please note, when you receive your item, prior to signing for it, please make sure to verify the following:

(a) the condition of the shipment and note any damage on the Carrier’s waybill/delivery slip; If there are any damages please make sure you note it on the proof of delivery the driver will make you sign, and get a copy for yourself. Non reported/noted damage would result in client’s responsibility to file a claim with the shipping company.

(b) Verify the number of pallets/cartons/boxes/pcs delivered coincides with numbers shown on the Carrier’s waybill/delivery slip; immediately report any damage or shortages to our Customer Service Department. If the damages are not reported upon delivery the claims department will decline your claim submission. We must be notified immediately if there are any missing boxes, or damages. These damages or missing boxes MUST BE noted on the delivery ticket.

**Refusing a delivery due to damages: If the product is damaged, once we receive it back to our warehouse, we will send out a replacement or issue a refund within 48hrs.

***Should you decide to cancel/refuse your order for ANY reason AFTER your product has shipped out (Besides Shipping Damages as Stated Above), you will be responsible for the original shipping charge, return freight charge, and the credit card processing fees.

ORDER CANCELLATIONS

If you need to cancel an order please contact us at (800) 997-1716. Orders are processed quickly, so please call us as soon as possible.

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