Shipping
We ship Internationally to Canada, Mexico, the Mediterranean and the UK. Call 011 704 821 6064 for a shipping quotation.Orders are shipped with UPS, Fed-Ex or truck lines at Masterpiece discretion. Orders containing product over 8' or orders over 150 pounds are typically shipped via truck lines.
Please keep in mind that someone must be at the delivery site to accept a truck shipment. The driver is responsible for getting the pallet to the back of the truck only. It is the receivers responsibility to get it off of the truck. If you need assistance with getting the product off of the truck, please contact us so that special arrangements can be made prior to shipping.
Most items for stairbuilders, contractors and homeowners leave our dock within 12 business days.
The average time in transit after the product leaves our dock is 3-5
days. We are not responsible for delays due to time in transit.
If you have requested an expedited shipping method, the freight company is responsible for the time in transit. Masterpiece will not be held accountable for any guarantees made by shipping companies.
Shipping Damages/Defects
We will do our best to ensure that your items leave our facility in perfect condition. However, once shipments leave our docks, we cannot control the care with which shipping/trucking carriers handle your packages. Therefore, it is very important that you do the following when your shipment arrives:
- Inspect all packages before signing for receipt of shipment. If boxes are at all damaged, please notify the driver and be sure he/she makes note of it.
- Take digital pictures of damaged product and packaging. Email pictures within 72 hours of receipt of shipment.
- A customer service representative will be in contact with you within one business day.
Please remember to keep all packaging!
Handling
All orders are assessed a $10 handling fee. All wood product is shipped unfinished.
