ATTENTION CUSTOMER, PLEASE READ ALL OF THE FOLLOWING
The below information outlines all shipping-related concerns, including: transit times, tracking questions, liability for damages and unforeseen issues, and replacements/returns. By purchasing a product from us, you agree to all of the below policies. It is the customer's responsibility to read them carefully.
In the unlikely event that you are not completely satisfied with your purchase, you are welcome to return the product within 15 days from delivery for a full refund. No restocking fees, no hidden costs, just ship it back to the manufacturer’s stocking location or if manufacturer returns are not accepted, to another address specified by our staff when requesting your return.
Return shipments should be insured for the full retail value of the product. In the event of damage or missing items in return shipping, insurance on the shipment is the customer’s only method of reimbursement for the return. In order to ensure a full refund, the product must be returned unused, in new condition, with the original packaging materials intact. Many times the delivery companies will try to take the packing material from your premises, if you want the ability to return the item for any reason you must keep the packaging materials and/or ask them to leave them. All returns must be accompanied by a Return Authorization Code. This can be obtained by calling our customer service department. Any return not accompanied by an authorization code cannot be accepted by our shipping department and no refund will be issued.
Please note if you have small doorways, halls or elevators that some boxes may not fit. Please call for exact dimensions if you are concerned. Orders that will not fit in to a customer’s home will be subject to this policy.
On your credit card bill this charge will show up as "LTD Online".
Placing an order with us indicates that you have read and agreed to all of our policies. Please review the order confirmation and check to make sure the order is correct and that no changes are necessary. If you have any concerns, or changes need to be made, please contact us immediately.
We have the lowest prices guaranteed. Find a lower publicly advertised price of an “In Stock” item by an authorized dealer within 30 days of purchase, and LTD Online will beat it. We reserve the right to cancel orders before the order is processed should we find a pricing error, though we work hard to keep our data accurate online at all times on occasion pricing errors occur and will not be honored.
Stock Order Cancellation
Order cancellations must be requested via e-mail and are considered canceled only when the customer has received a confirmation e-mail from LTD Online confirming the cancellation. There is no charge to cancel an order if confirmed prior to billing. Orders canceled after billing are subject to a six percent (6%) processing fee. Orders canceled once in transit are subject to a ten percent (10%) processing and restocking fee as well as all shipping fees, even if original shipping was free.
Custom, Specialty, and Made-to-Order Products Cancellation
Custom and made-to-order products must be canceled with forty-eight (48) hours of placing an order or they can no longer be canceled and refunded. Non-regularly stocked items are difficult for LTD Online to resell and are thus produced solely upon request of the customer and cannot be refunded once the cancellation window has passed. Custom and made to order products are billed prior to beginning construction and are built exclusively for the customer.
We utilize a variety of shipping methods to safely deliver our various products. Some products specifically require that we send them either common carrier or specialty carrier depending on the packaging or unique requirements of the product. Most orders ship out on wooden pallets for added protection against shipping damage, customer is responsible for disposal of the pallet. "Free Shipping" applies to the lower 48 US States. Outside of the lower 48 US States, shipping may not always be possible or may need to be arranged by the customer. However please call us, we will do our best to assist in making arrangements.
Additional shipping fees may be incurred for delivery to isolated areas. Orders shipped with freight carriers are most often delivered in large trucks that may not have the ability to access all residential streets, particularly in rural areas or islands where roads may provide limited accessibility. Though this is very rare, in this case additional charges may apply to complete delivery, or the customer would have the option to pick up their order from the shipping company's terminal closest to the delivery location.
Customer agrees to not hold LTD Online responsible for delays caused by vendors, manufacturer, or carriers. Custom, specialty, made-to-order, and back order items can be delayed three (3) weeks or more due to customs and demand. Customers will be notified via e-mail as soon as we foresee a delay, however many items ship third party, and we are not always notified of delays. We are dedicated to delivering your order before the estimated delivery time expires, but we cannot always control third party shippers or the foreseeability of certain delays. Delays are not a right for cancellation or return and are subject to our cancellation and return policies.
Standard Shipping is typically the fastest delivery method and is only delivered to your curbside. The customer is responsible for transporting the items from the curbside and any necessary assembly inside your home. Customer is also responsible for the following steps.
*** ATTENTION: OPEN IMMEDIATELY IN FRONT OF DRIVER - DO NOT SIGN FOR A SHIPMENT THAT YOU HAVE NOT COMPLETELY INSPECTED ***
Delivery Appointment: Whenever possible, the trucking company will call you in advance to schedule delivery. Unless the product is sent with no signature required, customer is responsible for scheduling a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time when you can be home to sign for the items within the carrier’s business hours. Fees resulting from re-delivery will be the sole responsibility of the customer, so please do not miss your scheduled delivery appointment. Redelivery can take up to a week, depending on your location.
Product inspection: despite any pressure from hurried delivery drivers for you to simply sign for your package, YOU MUST INSPECT ALL ITEMS. This includes noting all damages to packaging and opening the boxes to inspect the contents as well. Any damage to the product that is not noted on the bill of lading will be the responsibility of the customer if the damages are transit related. Proper notation on the Bill of Lading is the only way for LTD Online to receive compensation and resolve transit-related issues.
Upon arrival of your item, request that the driver wait and then inspect all internal and external contents for damages and/or discrepancies. Upon signing the release form or bill of lading (BOL/POD) Proof of Delivery, you are accepting responsibility for any damage found after the fact.
When a delivery item is signed for and no damage is notated then you are signing you accept the product “as is” and there will be no further requests for replacements or a damage claim.
If damage is discovered, describe the damage by writing on the POD – it is vitally important that **You must have the driver acknowledge this with their personal initials and signature, and for you to retain your copy of the POD.**
In the event that damage is discovered, report and return ONLY the portions of the shipment that were delivered in a damaged state and noted on the POD/BOL.
If damage to the packaging has occurred; any tear, any dent, any markings on the box, then you are entitled to inspect the shipment, thus the driver will wait until you have completed a thorough examination of all items in the shipment.
If the driver will not wait you must note on the POD/BOL - “DRIVER UNABLE TO WAIT FOR INSPECTION – POSSIBLE CONCEALED DAMAGE – SUBJECT TO INSPECTION”.
If the delivery confirmation is made with an electronic signature rather than a paper receipt, be sure that before you sign, you have inspected the items and any damages or shortages have been notated into the electronic device (or written on a piece of paper). All documentation must be in writing, never verbal to the driver.
Unless the entire item is completely destroyed, please do not refuse shipment. If you have any questions regarding what to do, please call us before you sign for or refuse any package. Typically our outdoor furniture can be fixed fastest when the items are left at the customer's home rather than back in the carrier's hands who caused the damage in the first place. In most cases a part can be replaced, or in circumstances when it is required to replace the entire item, we often allow the customer to use the damaged item until a replacement arrives. Please do not refuse an item unless completely destroyed.
Submitting a Claim To report damage, use our comprehensive claim form or send us an e-mail with a description of the damage and pictures. Please include your order ID number or last name on the order. Damage must be reported within three (3) days of receiving delivery. Waiting to file a claim outside of this timeframe makes us unable to advocate on your behalf to the shipper or supplier of your order.
Repair or Replacement Guarantee
By accepting damaged merchandise you are in no way accepting responsibility for the damage as long as you clearly follow the steps for delivery above (see Product Inspection). It is the responsibility of LTD Online to replace or fix damaged or defective items at no cost to you when damage has been noted properly. We take your satisfaction seriously and will immediately take action to fix or replace damaged items.
Please note that some items sold by LTD Online are specialty, and hand-made, one of a kind products. Some may have imperfections such as knots in wood, rough surfaces, color variation, natural stone imperfection or other materials, variations in wicker weaving, minor cracks, repairs, or blemishes that are not considered defects, but are part of the hand-made nature of the product. These imperfections are not considered manufacturers defects and determining the difference between a defect and an "expected imperfection" will be determined solely by LTD Online staff. If you do not like the imperfections present on the particular piece(s) you receive and would like a replacement in order to attempt to receive a product more to your personal liking, exchanges can be made. The customer will be responsible for return shipping costs as well as the cost of shipping the new item. Returns will be subject to the policies above.
If customer needs to have a shipment delayed, LTD Online needs to be notified IN WRITING within twenty-four (24) hours of placing the order. If the customer notifies LTD Online after twenty-four (24) hours, and the item has shipped, the customer is responsible for any additional shipping charges that incur, including but not limited to storage fees, holding penalties, and redelivery fees. Items held in our facility beyond 30 days from the initial call to schedule delivery will be charged a 3% per month fee.
If the customer needs to have a shipment redirected to a different address after the item has shipped, the customer is responsible for all applicable fees associated to the redirected shipment. Any and all fees associated with missed delivery appointments and unwarranted product refusals will be automatically billed to the customer's card on file and another delivery attempt will be made. If card on file cannot be billed, the customer agrees to send money order or cashier's check within 7 days or be turned over to collections.
Customer agrees to not hold LTD Online financially liable in excess of the purchase price of your order. Your use of this site shall be governed by all laws in the state of California. Customer agrees that jurisdiction over any legal proceedings directly or indirectly arising out of or relating to this site or its products shall be in the state or federal courts located in San Diego County, California. Any cause or action or claim you may have with respect to this site or your purchase must be commenced within one (1) year after your purchase. We reserve the right to cancel any order for any reason at any time.
California & Colorado residents must pay sales tax.
The entire sales contract between you and our company will be set forth in the invoice and/or accompanying or referenced documents and emails provided by us. To guarantee accuracy, oral statements made by any employees or personal shall not be relied upon as part of the sales contract. Only written statements, facts and policies are considered part of the contract.