AuthenTEAK’s Shipping Policy
How and when will my item(s) be delivered? You can find details like lead times, shipping charges, shipping method (freight or ground), and assembly requirements on most product pages.
Our Commitment to You
At AuthenTEAK, we understand that delivering premium outdoor furnishings is not a standard parcel experience, it requires planning, coordination, and care at every step. From the moment your order is placed, our team works closely with trusted carriers and delivery partners to ensure your items arrive safely and as expected. Behind every shipment is a real team based in our Atlanta showroom, available to answer questions, coordinate delivery details, and help you navigate everything from freight appointments to White Glove service. Whether you need assistance before your order ships or support during delivery, we’re here to make the process as smooth and predictable as possible. You can reach our customer care team at customercare@authenteak.com, and we’ll respond within one business day or less.
DOMESTIC SHIPPING
How and when will my item(s) be delivered? You can find details like lead times, shipping charges, shipping method (freight or ground), and assembly requirements on most product pages.
FREQUENTLY ASKED SHIPPING QUESTIONS
DO I NEED TO SIGN FOR DELIVERY?
- Ground: No
- Freight & White Glove: Yes, a signature is required at delivery
DO ITEMS SHIP TOGETHER OR SEPARATELY?
- Items may ship separately depending on size, weight, and manufacturer
- Each shipment may have its own tracking and delivery timing
WHAT HAPPENS IF MY FURNITURE ARRIVES DAMAGED?
- Inspect all items at delivery
- Note any damage on the delivery receipt
- Take photos of packaging and product
- Report damage within 7 days
- Do not assemble damaged items
DO YOU SHIP TO ALASKA, HAWAII, THE CARIBBEAN OR INTERNATIONALLY?
- Orders to Alaska, Hawaii, the Caribbean, and international locations are not available through the website checkout
- To place an order or receive a shipping quote for these locations, please call our showroom during business hours for assistance
CAN I SCHEDULE MY DELIVERY TIME?
- Ground: No
- Freight: Yes, carrier will schedule a 2–4 hour window (Mon–Fri)
- White Glove: Yes, scheduled in a 4-hour window after arrival at local hub
CAN I UPGRADE TO WHITE GLOVE LATER?
- Possible before shipment by contacting customer service
- Not guaranteed after shipment has been arranged
WHAT IF I NEED AN ADDRESS CHANGE?
- Addresses can be updated at no cost only before the order has shipped
- To request a change, contact the showroom or email customercare@authenteak.com
- If the order has already shipped, the freight carrier will charge an address change fee
- This fee is not covered by AuthenTEAK
HOW DO RETURNS WORK FOR FREIGHT ITEMS?
- Must be returned unassembled and in original packaging within 30 days
- Customer pays return shipping
- 15% restocking fee applies
- Missed delivery or undeliverable freight may be treated as a return
GROUND DELIVERY
Smaller items ship via UPS, FedEx, or USPS and are delivered to your front door or near the entrance of your home or business. Once shipped, delivery typically takes 1–7 business days.
STANDARD FREIGHT DELIVERY
Larger items over 75 lbs ship via freight carrier. (which is different compared to UPS and FedEx Ground or USPS). Orders over $199 include complimentary curbside delivery, meaning items are delivered to the curb and not brought inside or assembled. You’ll need to be present to unload, inspect, and sign for the shipment.
Freight deliveries are scheduled in advance, typically within a 2–4 hour window (Mon–Fri, 8am–5pm). Missed appointments may result in redelivery fees, and shipments held longer than 48 hours may incur storage fees, both of which are the customer’s responsibility. Upgraded options like liftgate service or White Glove delivery are available for an additional charge. Please contact our showroom for details.
NOTE: 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 SERVICE
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 the installation of floor and wall pads. Please ask your building manager to provide you with the interior dimensions (to include the 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 additional information.
DELIVERY & INSPECTION INFORMATION
FREQUENTLY ASKED DELIVERY QUESTIONS
WHAT SHOULD I DO IF A PRODUCT IS DAMAGED?
- Report any damage immediately (no later than 7 days after delivery)
- Take photos of the box and damaged item
- Email customercare@authenteak.com with photos and a brief description
- Claims made weeks or months later are not accepted
WHAT SHOULD I DO AFTER DELIVERY
- Open and inspect all cartons within 7 days
- If damage is found:
- Save the item, box, and packaging
- Do not assemble the item
- Report the issue immediately by emailing customercare@authenteak.com
WHAT IF THE DELIVERY AGENT REFUSES TO WAIT DURING INSPECTION?
- Note on receipt: “PENDING INSPECTION. DRIVER WOULD NOT WAIT.”
WHAT IF THE DELIVERY AGENT SAYS EVERYTHING IS FINE?
- Always inspect the shipment yourself
- The delivery agent is not responsible for inspection
Receiving and Inspecting Merchandise
When your order arrives, we recommend taking a few moments to carefully inspect everything while the delivery agent is still present. Check all surfaces for any signs of damage, especially items positioned directly on the pallet, as these are more susceptible to forklift impact.
Make sure all cartons and shrink wrap are intact and in good condition; if you notice any punctures, tears, dents, or crushed areas, open the packaging right away to inspect the contents. Even if no damage is immediately visible, it’s best to note “Damaged Carton and/or Pallet” on the delivery receipt as a precaution.
For wicker furniture, if the box appears compromised, place the item on a level surface to ensure the frame isn’t bent and all legs sit evenly.
Please keep in mind that freight deliveries require a signature at the scheduled time, and choosing to have items left without signing will waive your ability to file damage or loss claims. If you do notice any issues after delivery, be sure to report them within 7 days by emailing customercare@authenteak.com, along with photos and a brief description so we can assist you promptly.
INCORRECT ADDRESSES AND FAILED FREIGHT DELIVERIES
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.
RETURNS & EXCHANGES
Looking for information on returning or exchanging your delivery? If you haven’t found the information you’re looking for, please visit our Returns & Exchanges page for complete details. You’ll find everything you need to understand eligibility, timelines, and how to start a return.
Please note: All returns must follow our Returns & Exchanges guidelines and meet the outlined requirements to be accepted.
CONTACT CUSTOMER SERVICE
Please reach out to our team if you have any questions about your delivery or our shipping policies. We will acknowledge and respond within one business day or less.
Please note: if including images in your email, ensure the total file size is no greater than 10mb., as doing so helps ensure receipt of your email. If you do not receive a response within one business day, please resubmit your request without any attachments.