Shipping Information
FREE SHIPPING:
KETTLER offers free shipping on orders over $50 within the 48 contiguous United States only. We do not ship to Alaska, Hawaii, Puerto Rico, Canada, PO Boxes, Military or Diplomatic addresses (APO or FPO), Parcel Lockers or USPS gopost addresses. Orders that qualify for free shipping are shipped via a carrier of KETTLER's sole discretion. All shipments will be trackable. For parcel shipments, FedEx Ground is the primary service. KETTLER reserves the right to charge a freight surcharge for remote areas and islands. Should you need to change the ship-to address for any reason once the product has been shipped, an additional charge will apply.
LARGE SHIPMENTS:
When ordering game tables, patio furniture, and other large items that ship on a pallet or exceed 150 pounds, these orders will be delivered by freight trucks that are larger than FedEx or UPS trucks. Curbside delivery with liftgate service will be used. Freight carriers will contact you to schedule a delivery window. This service does not include unpacking or removal of shipping material including pallets. Please note if there is any visible damage to the carton when signing the bill of lading. More information is provided below in the "Signature Required" and "Inspection of Truck Shipments" sections.
SHIPPING TIME:
Most items shipping FedEx depart from our warehouse within 1-3 business days. Most items shipping via truck depart from our warehouse within 4-7 business days. If FedEx items are ordered with at least one truck item, the entire shipment will ship truck in 4-7 business days. Placing separate orders for FedEx and truck will allow the FedEx items to ship faster. Shipping times can vary and are not guaranteed.
DELIVERY TIME:
Transit times can vary and are not guaranteed. For FedEx ground shipments the total shipping and delivery time is about 4-10 business days. For truck shipments the average total shipping and delivery time is about 5-12 business days, however some may take longer.
ORDER TRACKING:
All orders ship via a carrier with tracking ability. If you created an account during checkout, you can access your order information including your tracking number and carrier. FedEx orders can be tracked at Fedex.com.
For other carriers, you can input the tracking number on the carrier's website listed below to track your order. The carrier will contact you to set a delivery appointment (usually by an automated call). Customer must coordinate a delivery time with the truck carrier before they will attempt delivery. The carrier web links and phone numbers are as follows:
A Duie Pyle or 800.523.5020
AM Home Delivery or 718.272.5900
Fed Ex Home Delivery or 800.463.3339
XPO Conwayor 844.752.5976
Pitt Ohio or 800.366.7488
Southeastern Freight Lines or 800.637.7335
SIGNATURE REQUIRED:
All orders of $200 and above require a signature upon delivery. Failure to meet the carrier during the scheduled delivery window of time may result in a redelivery charge, or perhaps return freight charges.
Customers assume responsibility for their shipment once shipping is underway. Any orders refused or not taken delivery of, aside from freight damage, will result in a deduction of the return shipping cost from the order refund. This includes failures to respond to the carrier’s phone calls for delivery appointments. All truck shipments are for curbside delivery. Deliveries are typically made between 8:00 AM and 5:00 PM Monday through Friday. Some trucking companies will give a 4-hour window for delivery. Drivers are not required to take product inside a house, or dispose of any pallets or packaging material. The customer is responsible for getting their product to its desired location. If your item is heavy or large, we recommend that you have someone with you to help you unload the item and carry it inside. If you desire the trucker to assist in unloading or bringing the shipment inside a first floor (inside delivery), an extra charge will be required to the trucking company and you should contact them prior to delivery to arrange the extra service if the carrier provides such service. Due to the size of the truck, the freight company may be unable to access some areas. Should you feel that your required destination is inaccessible to a truck, please contact us prior to placing your order.
INSPECTION OF TRUCK SHIPMENTS:
It is crucial an adult inspects all cartons for visible signs of damage and note any loss or damage on the delivery receipt in writing before signing or accepting merchandise from the carrier. Any external evidence of loss or damage must be noted on the freight bill or express receipt and signed by the recipient. If any defects are found, please address with the delivery service and contact KETTLER immediately. Please report a claim of any shipping damages within two days of delivery by emailing pictures of the damage to info@kettlerusa.com. Any failure to report claims in a timely manner may result in damage not being covered by KETTLER.
ORDER CANCELLATION:
If you decide to cancel your order, please contact us at orders@kettlerusa.com prior to shipment. Orders already shipped cannot be canceled. Since we strive to ship orders quickly, you may have to request a return authorization for the orders already shipped. If order has shipped and is cancelled, refused, or cannot be delivered, customer is liable for all return freight charges and a 20% restocking fee.
Please feel free to contact us at 888.253.8853 with any questions.