Shipping & Delivery Policy

Where we deliver

We deliver eligible products to deliverable street addresses in North America, Europe and Australia. Product availability, carrier service, delivery method and cost depend on the item and destination. P.O. boxes, military addresses, islands and remote locations require written confirmation before ordering. Some products cannot be exported or delivered to every region.

Processing and transit estimates

Stocked parcel items normally require 2–5 business days for processing and approximately 3–10 business days in transit. Oversized or freight items normally require 5–15 business days for processing and approximately 5–20 business days in transit. Made-to-order structures may require 4–16 weeks before dispatch. These are good-faith estimates, not guarantees; the estimate in your product page, written quote or order confirmation controls when it is different.

Shipping charges, taxes and import costs

Available delivery choices and charges are displayed at checkout or confirmed in writing before payment. If a material freight charge or delivery condition changes after payment, we will request your approval before proceeding; you may decline and receive a refund for the affected unshipped item. Destination taxes, customs duties, brokerage and import fees are the customer’s responsibility unless the checkout or order confirmation expressly states that they are included.

Parcel and freight delivery

Small products may arrive by parcel carrier. Greenhouses, pergolas, gazebos, sheds, large planters, storage systems and patio sets may arrive by scheduled curbside freight. Unless your order expressly includes another service, curbside delivery does not include room placement, stair carry, assembly, installation, foundation work, permits, crane service, packaging removal or disposal of an existing item. An adult must be available to receive scheduled freight.

Address and access requirements

Before ordering, confirm the delivery address, telephone number and access conditions. For large items, verify road restrictions, driveway and gate width, turning space, overhead clearance and a safe unloading area. Address changes after dispatch may be unavailable or subject to carrier charges. The customer is responsible for permits, zoning, HOA approval, utilities, foundations, drainage, anchoring and site suitability unless a written service agreement says otherwise.

Delays and your choices

We advertise a shipment time only when we have a reasonable basis for it. If we cannot ship within the promised time—or within 30 days when no shipment time was stated—we will provide a revised estimate and the choice required by applicable law. You may agree to wait or cancel the affected unshipped merchandise for a prompt refund to the original payment method. We will not substitute a materially different product without your consent.

Inspection, damage and missing parts

Inspect cartons and pallets before signing. Record visible damage or shortages on the carrier receipt and photograph the full shipment, labels, packaging and affected areas. Contact us within 48 hours for visible freight damage and within 7 calendar days for concealed damage or missing components. Keep the product and packaging while we arrange inspection, parts, replacement, repair or refund as appropriate. These reporting periods help us pursue the carrier and do not reduce non-waivable legal rights.

Lost or split shipments

Orders may arrive in separate packages. If tracking has not moved for 5 business days after the expected delivery date, contact us. We will investigate with the carrier and, when the shipment is confirmed lost, provide a replacement or refund for the affected item.

Questions

For a delivery estimate, send the product name or SKU and destination postal code to support@wessnew.com.