Shipping Policy

1. Shipping Destinations

We currently ship only within the contiguous United States (the 48 mainland states). We do not ship to:

• Alaska or Hawaii
• U.S. territories (e.g., Puerto Rico, Guam, U.S. Virgin Islands)
• Military addresses (APO, FPO, DPO)
• P.O. Boxes (due to carrier restrictions)

If you place an order with a shipping address in any of the above locations, we will cancel the order and issue a full refund. Please contact us before ordering if you are unsure whether your address qualifies.

2. Free Shipping on All Orders

We offer free standard shipping on every order to addresses within the contiguous U.S. No minimum purchase required. There are no hidden handling fees or fuel surcharges.

3. Shipping Time

Estimated total delivery time = Processing time + Transit time

Example: You order on Monday. We process by Wednesday. Delivery expected by the following Tuesday (6 business days from order).

Important notes:

• Business days do not include weekends or U.S. federal holidays.
• Delivery times are estimates only, not guarantees. Once the carrier picks up your package, we cannot control weather delays, carrier sorting issues, or other unforeseen events.

l For large or heavy items (see Section 4 below), transit may take 10–15 business days. We will note this on the product page when applicable.

4. Large or Heavy Items – Extended Delivery Time

Some products exceed standard package dimensions or weight. These require special handling and freight carriers. Extended shipping times for such items are:

Large item: Any single side longer than 108 inches, or total perimeter (length + width × 2) greater than 165 inches.

Heavy item: Net weight over 66 lbs.

For these items, transit time may be 10–15 business days after processing. You will see a shipping notice on the product page and at checkout. We will provide tracking once the item is dispatched.

5. Order Tracking

Once your order ships, you will receive an email with:

• Carrier name (UPS, FedEx, or USPS)
• Tracking number
• Link to track your package

You can also track your order by logging into your account on our website. Please allow up to 24 hours after receiving the tracking number for carrier systems to update.

6. Shipping Carriers

We use major U.S. carriers, including UPS, FedEx, and USPS. The carrier is selected based on your location and the size/weight of your order. We do not offer customer-selected carrier options at checkout.

7. Address Changes After Order

Once an order is placed, we begin processing within hours. If you need to change the shipping address:

• Within 6 hours of placing the order: Contact us immediately at support@pro-homeimprove.com with your order number and the corrected address. We will try to update it before dispatch.
• After 6 hours or once shipped: Changes are usually not possible. If the package is returned to us due to an incorrect address, you will be responsible for the actual return shipping cost plus a new shipping fee to resend.

8. Missed Deliveries or Returned Packages

If a carrier attempts delivery but you are not available, they will leave a notice. You have 5 business days to reschedule or pick up the package. After that, the carrier may return the package to us.

If a package is returned to us because of:

• Incorrect address provided by you – We will refund the product cost minus both the original shipping fee we paid (which is free to you initially, but we incur a cost) and a 15% restocking fee.
• Failed delivery attempts (your fault) – Same as above.
• Our error (wrong address on our part) – We will reship at no charge.

9. Lost or Stolen Packages

• Lost in transit: If tracking shows “delivered” but you have not received the package within 5 business days, contact us. We will open a trace with the carrier. If the carrier confirms loss, we will replace or refund at no cost to you.
• Stolen after delivery: We are not responsible for packages stolen from your porch or mailbox after tracking shows “delivered”. Please ensure your shipping address is secure.

10. Damaged in Transit

If your package arrives visibly damaged:

• Take photos of the box and the damaged product.
• Do not discard the original packaging.
• Contact us within 48 hours of delivery at support@pro-homeimprove.com with your order number and photos.

We will arrange a replacement or refund according to our Return & Refund Policy.

11. Business Days & Holiday Schedule

Our warehouse and customer support operate Monday–Friday, 9 AM – 6 PM ET, excluding

• New Year’s Day
• Memorial Day
• Independence Day (July 4)
• Labor Day
• Thanksgiving Day
• Christmas Day

Orders placed on holidays or weekends will begin processing on the next business day.

12. Contact for Shipping Issues

For any shipping-related questions, including address changes, lost packages, or delayed deliveries:

support@pro-homeimprove.com (please include your order number)
Live Chat (click icon bottom right) – available during business hours