Where we ship from
Everything ships from our facility in Houston, Texas. We ship within the fifty United States. We
do not currently ship internationally, and we do not ship to freight forwarders acting as an export
intermediary.
Cut-off and processing
Orders placed before 2:00 p.m. Central on a business day are picked and dispatched the same day. Orders
placed after the cut-off, at a weekend, or on a public holiday go out on the next business day. You
will receive a dispatch email with tracking as soon as the carrier scans the parcel. If an item is
short on stock we contact you before the order ships rather than splitting it and surprising you
with two deliveries.
Parcel and freight
Smaller items ship by parcel carrier. Bulky and heavy goods — shelving, workbenches, cabinets,
platform carts, pallet trucks, drums of concentrate — ship by LTL freight on a pallet, because a
parcel network will damage them. Freight deliveries are kerbside by default. The driver brings the
pallet to the back of the trailer and no further, and you are responsible for getting it from the
tail lift into the building. If you have no dock and no forklift, ask us for a lift-gate delivery
when you order; it costs more and it is far cheaper than the alternative, which is a driver unable
to unload and a redelivery fee.
Freight carriers call ahead to book a delivery window on most commercial addresses. Give us a
number that will be answered during the working day, because an unanswered booking call is the
single most common cause of a delayed pallet.
Transit times
Parcel shipments typically arrive within one to five business days depending on distance. Texas
and the surrounding states are usually one to two. Freight typically takes two to seven business
days after dispatch. These are carrier estimates, not guarantees, and they do not include the
dispatch day. Weather, a customs or inspection hold, and the weeks around a public holiday all move
these numbers, and no carrier absorbs that for us or for you.
Shipping cost
Shipping is calculated at checkout from the weight, the dimensions and the destination. Heavy
and bulky goods are rated as freight. If a quoted rate looks wrong for your address — and on rural
or limited-access addresses it sometimes is — contact us before ordering and we will quote it
manually.
Addresses we cannot use
We cannot deliver freight to a PO box, and some carriers will not deliver parcels to one either.
Residential and limited-access addresses, including construction sites, schools and some rural
routes, carry carrier surcharges that are outside our control. Tell us at the time of ordering if
the delivery point is anything other than a standard commercial address with someone present during
the working day.
On arrival
Check the shipment before you sign. Count the cartons or pallets against the paperwork, and look
at the outside of the packaging. If anything is visibly damaged or the count is short, write it on
the carrier’s delivery receipt before signing. A clean signature is the carrier’s evidence that the
goods arrived intact, and it makes a damage claim very difficult to win afterwards. Photograph the
pallet before it is broken down.
Lost, damaged and short shipments
Report a problem within five business days of delivery, with photographs of the outer packaging,
the carrier label and the goods. We file and pursue the carrier claim ourselves — that is our job,
not yours — and we replace or refund at your choice. Keep the packaging until the claim is settled,
because the carrier is entitled to inspect it and will deny a claim if it has been discarded.
Tracking
Tracking is emailed at dispatch. Parcel tracking updates within a few hours. Freight tracking is
slower and often shows nothing between the origin terminal and the destination terminal, which is
normal and not a sign the shipment is lost. If tracking has not moved in two business days, contact
us and we will chase the carrier.