AuthenTEAK’s Shipping Policy
Just like your outdoor oasis, we want your shopping experience with us to feel like a reprieve, which is why we offer free shipping* on every order. We provide local, national, and limited international delivery and shipping. Pickup is available at our Atlanta showroom.
To ensure the best receiving experience, all orders will ship complete based on the longest lead time. Note that lead times do not include warehouse preparation times (which vary based on the manufacturer) and/or transit times.
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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.
FREE SHIPPING* ON ALL ORDERS
All orders will ship with free ground or freight delivery based on their weight. Some exclusions apply. The option to upgrade to white glove delivery is available at checkout. *Some exclusions may apply.
GROUND DELIVERY
- 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).
STANDARD FREIGHT DELIVERY
- 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 complimentary shipping is standard curbside ONLY and the 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 from the truck and sign for the shipment. If enhanced delivery options are needed (such as a liftgate or White Glove delivery), please contact our showroom for additional information. Please note that these services can be offered for an additional charge.
- 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 storage fees of any freight held due to inability to receive until a specific date. 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 how to receive and inspect 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 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.
WHAT IF I NEED AN ADDRESS CHANGE?
- 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).
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.
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Receiving & Inspecting Merchandise
- It is crucial to inspect merchandise at the time of delivery while the agent is present. All surfaces must be inspected for signs of damage. Note that boxes/items sitting directly on the pallet are most prone to forklift damage.
- Pallets/cartons shipped in shrink wrap should be in good condition and intact. If the shipment appears crushed/broken (having any punctures, tears, or indentations), then it should be immediately opened to inspect for damages. Shrink wrap that is punctured, torn, or missing is a common indicator of damage. Even if there is no obvious damage, please write "Damaged Carton and/or Pallet" on the delivery receipt.
- If a carton containing wicker furniture is crushed or dented, verify that the frame is not bent by placing the item on a level surface (e.g., place a chair on a level surface such as a tabletop and make sure all legs touch the surface).
- Freight shipments require a direct signature from the customer at the scheduled time of delivery. Requesting the carrier to leave the shipment at the delivery location without a signature will waive any rights to any claims for damage or loss of package from the freight company and AuthenTEAK.
- Any missing or damaged items must be reported to customercare@authenteak.com within a timely manner of no more than 7 days after delivery.
WHAT SHOULD I DO IF A PRODUCT IS DAMAGED?
- 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.
WHAT SHOULD I DO IF THE DELIVERY AGENT REFUSES TO WAIT WHILE I INSPECT FOR DAMAGE?
The delivery agent should never refuse to wait, but if they do, simply note “PENDING INSPECTION. DRIVER WOULD NOT WAIT.”
WHAT IF THE DELIVERY AGENT ASSURES ME THAT ALL PRODUCTS ARE IN GOOD CONDITION?
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.
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INTERNATIONAL SHIPPING
At this time we cannot process international orders through our website shopping cart. To receive shipping quotes and complete your order to these locations please call our showroom at 833.257.7070 during business hours and we will be happy to assist you.
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ALASKA, HAWAII AND THE CARIBBEAN SHIPPING
At this time we cannot process orders to Alaska, Hawaii, or the Caribbean through our website shopping cart. To complete your order to these locations please call our showroom at 833.257.7070 during business hours and we will be happy to assist you.