AuthenTEAK’s Shipping Policy

All smaller items will be shipped by Ground Service via UPS, USPS, or FedEx. Packages will be unloaded from the truck and delivered to the front door or near the front of the home or business. Please allow transit time from once an item has been shipped to the time it will be delivered (1 to 7 business days).

Orders over 75 lbs. containing large and/or bulky items are shipped via freight carrier (which is different compared to UPS and FedEx Ground or USPS).

Our standard/complimentary freight service for orders over $199 is standard curbside ONLY. Drivers will not place or assemble any items at the delivery location. Someone will need to be present at the time of delivery to help unload the boxes, inspect for signs of damage, and sign for the shipment.  Enhanced delivery options such as a liftgate service or White Glove delivery are available for an additional charge. Please contact our showroom for additional information.

Freight carriers will schedule a delivery appointment using the contact information provided when the order is placed, and they should NOT attempt delivery without a set appointment. Appointment windows vary between carriers but are usually a 2-4 hour window between 8:00 am and 5:00 pm EDT, Monday through Friday.

NOTE that AuthenTEAK does not cover any redelivery fees and/or storage fees of any freight held due to the inability to receive until a specific date.  If redelivery of your order is required due to a missed delivery appointment with the carrier (or the shipment reaches the destination and is then requested to be delivered at a later date), the customer will be held responsible for the redelivery fee.  These fees will vary per carrier. If a freight shipment is stored for more than 48 hours, the carrier will charge a storage fee. The amount of the fee typically depends on how long the freight is stored and this amount varies depending on the carrier. 

Please refer to "Receiving and Inspecting Merchandise" for more information on receiving and inspecting your delivery.

White Glove Delivery is an elevated level of delivery service that includes the delivery by scheduled appointment, product assembly, product set-up/placement, and carton/packaging removal.

Selecting White Glove Delivery may add an additional 2-3 weeks to our standard delivery times, as we first ship to a receiving/delivery company in your local area, who will add you to their schedule for the last mile of White Glove Delivery. The local service provider will carefully unpack, inspect and assemble each item, place the item(s) where you’d like them, and take all the packaging with them when they leave. This service is recommended for furniture, cantilevers, and single table purchases, or if you require the product to be brought to a specific location. White Glove delivery does not include the removal or rearrangement of items at the delivery site. Furthermore, this service does not include installation or connection to gas lines, hookup or connection of any electrical or component wires, installation of cantilever mount kits, or sand for cantilever bases. 

When your order arrives at the local service center, you will be contacted by a scheduling clerk for an appointment. The appointment is typically a 4-hour window, Monday–Friday during regular business hours. Saturday or Sunday deliveries are not available.

We ask that you have the area where the product is being delivered clear of debris and obstacles, including the walkway into the space. Please make sure doorways are of sufficient height and width in relation to the items going through. If you live in a condo or apartment, you may need to arrange elevator appointment for your delivery. This may include installation of floor and wall pads. Please ask your building manager to provide you with the interior dimensions (to include doorway) of the elevator to ensure product fit. For cantilever umbrellas that use a sand-filled base, you should have the sand available prior to the delivery.

If the nature of the delivery location potentially requires extra personnel or special equipment, additional fees may apply. These additional charges must be paid prior to completion of delivery. If you are aware that you need special delivery arrangements (i.e flights of stairs or long/narrow walkways to delivery location), please contact AuthenTEAK with delivery information to request a quote. 

White Glove Delivery pricing and availability are based on location and may not fall within our standard pricing structure. Additional fees may apply for shipping to multiple addresses. An additional shipping fee may apply for deliveries to remote areas or domestic islands. Our Customer Service team will reach out to you within 24 hours to confirm pricing, fees, and availability.

Additionally, Authenteak does not cover storage fees for any orders held at the receiver’s location over 15 business days. Should you not be ready to accept delivery in the receiver's 15-day window and storage fees accrue, those fees must be paid prior to the date of requested delivery. 

For all White Glove deliveries, you MUST inspect the product and any packaging you see at the time of delivery. If there is any damage to either the product or the package, or if there is any reason for you to be at all concerned about damage, please reference it clearly on the PROOF OF DELIVERY sheet that they ask you to sign. This simply ensures that if there is any damage, it will be easy to take care of the problem.

Please refer to Receiving and Inspecting Merchandise for more information on how to receive and inspect your delivery.

Addresses can be updated or changed at no additional cost only if the order has not shipped. If an address change is needed, please contact the showroom or email us at customercare@authenteak.com. 

If the order ships prior to being notified of an address change, the freight carrier will charge an additional fee to update the delivery address (which is not covered by AuthenTEAK).

If any item is shipped and returned because it’s not deliverable on account of an incorrect address, incorrect phone number or inability to receive the shipment, the customer will be held responsible for shipping both ways. 

If an item shipped via freight is returned because the carrier is unable to schedule a delivery (i.e. the phone number is different than what was provided at checkout, the customer is out of town, etc.), this will be considered a return, and the order will be subject to our regular return policies.
 
It is important to notify AuthenTEAK of dates you are away or unable to accept shipments so we can alert the manufacturers. Note that estimated ship dates are ‘estimates’ and subject to change.

If redelivery of your order is required due to a missed delivery appointment with our carrier, the customer will be held responsible for the redelivery fee which will vary per carrier.

Any concealed damages need to be reported right away. AuthenTEAK cannot be held liable to claims made weeks or months after the delivery was made.

Photos of the boxes and damaged items are required for all damaged product inquiries. Please contact the showroom or email us at customercare@authenteak.com with required photos of the damages including a brief description of the damages.

The delivery agent should never refuse to wait, but if they do, simply note “PENDING INSPECTION. DRIVER WOULD NOT WAIT.”

Always inspect the shipment regardless of what the delivery agent says. The delivery agent is not responsible for inspecting the shipment.

In addition to any damage discovered at time of delivery, you must open and inspect the contents of all cartons regardless of condition within 7 days of receipt. If you discover concealed damage during this process, please save the damaged item, its carton, and all packaging. Do not assemble the damaged item.