Shipping and Return Policy
Shipping and Return Policy
All large items (Carts and Stage) are shipped via LTL Freight. All other items are shipped with Ground. Other options are available upon request, if you need expedited service please contact Church On Wheels Customer Service.
What is LTL Freight
LTL Freight is a shipping method that uses large delivery trucks that require a commercial shipping location with a shipping dock. Typically items are packaged on a pallet. LTL Freight can deliver to residential or office address but there is an added cost by the carrier.
Many items have standard UPS shipping rates for the package weight and size. If there is not a standard option available you will see a temporary shipping charge. This is just a placeholder and means the item is too large for UPS Ground and will need a custom quote on the shipping. After you place an order a Church On Wheels Customer Service Representative will contact you, whithin 24 business hours, with an updated shipping cost. You will be required to confirm this new cost before your order is processed.
If LTL freight is used there is an additional cost of $75 minimum for addressed that do not have a dock and need Lift Gate Service.
Most shipping transit times are between 3-5 business days in the continuous states. The lead time from order date to shipping will vary on all orders, please refer to the estimated ship date on your order. On orders with no estimated ship date you can expect the order to ship in 2-10 business days.
It is very important that you inspect your freight/shipment for any damage before signing for it. If it's damaged, or the cartons are damaged, please make sure to note any damage on the bill of lading (motor freight carrier) or have the driver note it on the log (UPS).
- If your shipment arrives damaged:
- Note the damage on the bill of lading (Motor Freight) or with the driver (UPS).
- Call us 800-270-7982 within 24 hours to get any and all freight claims started.
- Save the delivery receipt.
- Save damaged items and packaging.
- Take photos of the damage.
What if there is a problem with my order or I receive a defective product?
If there is an issue with your order or you have a defective product, contact customer service at 800-270-7982 or or you can simply fill out our contact form. We will provide assistance in resolving any issue with the order/product or provide information on a return merchandise authorization (RMA).
Simple Return Policy
We want you to be completely satisfied with your purchase. If you are not happy with any new product, for any reason, you may return it for a refund (minus restocking fees) of the purchase price or credit for a future order, or exchange for another product or similar value within 30 days of the shipping date. All refunds are minus shipping costs and restocking fees. There will be a minimum restocking Charge of 15%, unless stated otherwise by a Manufacturer, of any item canceled or substituted once production begins.
For returns that are not due to defect, the customer is responsible for shipping charges and shipping method for the return.
We strive to have the best return policy however, there are some items that can not be returned for very specific reasons.
- Customized Cart
- Scuba Drape
- Skirting for Stage
- All Signs or Printed Items
We are committed to provide the best service possible. If you have any question about or shipping and return policy please contact Church On Wheels Customer Service below via Chat bubble. Live Chat is available M-F during business hours