Shipping Policy

Transparent, Reliable Delivery to Your Doorstep

I. Our Commitment to Your Delivery Experience

At HaloUS LLC, we understand that the anticipation of receiving your new furniture is a significant part of the overall experience. Our commitment to excellence does not end once you click “place order”; it extends through the entire logistics chain until your items are safely delivered to you. This Shipping Policy is designed to provide you with absolute clarity and transparency regarding how we handle the fulfillment and delivery of your order. Our goal is to set accurate expectations, outline the processes involved, and ensure you are fully informed every step of the way, from our warehouse to your home.

We have invested in building a robust and efficient supply chain and have partnered with a select network of leading national and regional carriers, including FedEx, UPS, and specialized Less-Than-Truckload (LTL) freight carriers, to guarantee that your products arrive safely and in a timely manner. We manage complex logistics so you don’t have to, handling everything from custom packaging requirements for fragile items to coordinating the final leg of the journey with the delivery service. This document will detail our shipping destinations, processing times, delivery procedures, and how we handle the rare instances of shipping complications. We believe that a reliable shipping process is a cornerstone of the trust you place in us, and we are dedicated to upholding that trust with professionalism and efficiency.

II. Shipping Destinations and Service Areas

HaloUS LLC is proud to serve a broad customer base, extending from our home in the United States to international patrons who appreciate quality wooden furnishings.

  • Domestic Shipping: We ship to all 50 states, including Alaska and Hawaii, as well as to U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands). Please note that shipping times and costs to Alaska, Hawaii, and territories will differ from those within the contiguous 48 states.

  • International Shipping: We offer shipping to a growing number of international destinations. During the checkout process, you will be able to see if we currently ship to your country. International orders are subject to the customs policies, import duties, and taxes of the destination country. The recipient of an international shipment is considered the importer of record and is solely responsible for all customs duties, value-added taxes (VAT), and other fees imposed by their country. HaloUS LLC has no control over these charges and cannot predict what they may be. We recommend you contact your local customs office for more information before placing an international order.

III. Order Processing: From Confirmation to Shipment

Before an item can ship, it must go through a crucial preparation phase within our fulfillment network.

  • Order Processing Time: The processing time is the period between when you place your order and when it leaves our warehouse. For in-stock items, our standard processing time is 1-3 business days (Monday through Friday, excluding federal holidays). This time allows us to meticulously pick, inspect, and securely package your order to meet our quality standards.

  • Holidays and Peak Seasons: Please be aware that during major sale events (such as Black Friday, Cyber Monday) and the end-of-year holiday season, processing times may be extended by an additional 2-4 business days due to high order volume. We will communicate any significant delays proactively via email.

  • Order Verification: For first-time orders or large-value transactions, our system may flag an order for a routine verification check to prevent fraud. This may slightly delay processing. If your order requires verification, we will contact you via email promptly.

IV. Shipping Methods, Timelines, and Associated Costs

We offer a range of shipping options to balance speed with cost-effectiveness. The available methods and their associated costs are calculated in real-time during checkout based on your delivery address and the size/weight of the products in your cart.

Parcel Shipping (For Smaller Items)

This method is typically used for smaller items like dining chairs, benches, small shelves, and accessories.

  • Carriers: FedEx Ground, UPS Ground, or USPS.

  • Estimated Transit Time: 3-7 business days within the contiguous U.S.

  • Delivery: Packages are delivered to your front door, porch, or a designated receiving area.

Freight Shipping (For Large Furniture Items)

Large items such as bookcases, media consoles, dining tables, and large tables are shipped via Freight (LTL) carriers due to their size and weight.

  • Carriers: Specialized freight carriers (e.g., Saia, XPO Logistics, Estes).

  • Estimated Transit Time: 5-10 business days within the contiguous U.S.

  • Delivery Procedure:

    • Standard Curbside Delivery: The freight driver will deliver the item(s) to the curb-side at your delivery address. They are not obligated to bring the package inside your home, up stairs, or through thresholds.

    • Notification: The freight carrier will contact you via phone to schedule a delivery appointment window. It is crucial that you are available to receive and inspect the shipment at the scheduled time.

    • What to Expect: The shipment will be on a pallet, wrapped in clear plastic. The driver will use a lift gate to lower the pallet from the truck.

White Glove Delivery Service (Premium Option)

For the ultimate convenience, we offer an optional White Glove delivery service for eligible large items for an additional fee.

  • Service Includes:

    • Delivery to the room of your choice within your home.

    • Unpacking of the product.

    • Removal of all packaging materials from your home.

    • Basic placement and leveling of the item (assembly is not included).

  • Availability: This service is available for select items and specific zip codes. It will be offered as an option during checkout if available for your order.

Expedited Shipping Options

If you need your order faster, expedited shipping options (such as 2-Day or 3-Day Air) may be available for parcel shipments. These options and their costs will be displayed at checkout. Expedited shipping is generally not available for freight shipments due to the nature of LTL logistics.

Shipping Cost Calculation

Shipping costs are calculated based on:

  • Package Dimensions and Weight: The size and weight of the products ordered.

  • Shipping Destination: The distance from our fulfillment centers to your delivery address.

  • Shipping Speed: The level of service you select (e.g., Standard, Expedited, White Glove).

You will see the final shipping cost before you complete your purchase, ensuring there are no surprises.

V. The Delivery Day: What to Expect and Your Responsibilities

A successful delivery requires a partnership between you, the carrier, and us. Please review the following guidelines carefully.

For Parcel Shipments (FedEx/UPS/USPS)

  • The carrier will deliver the package to your doorstep or a safe location.

  • It is your responsibility to bring the packages inside in a timely manner to protect them from weather and theft.

  • If you live in an apartment building, packages may be left with a concierge or in a designated mailroom.

For Freight Shipments (LTL – Curbside)

  • Inspection is Mandatory: You or an authorized representative must be present to inspect the packages for visible damage (e.g., holes in the box, crushing, water damage) before the driver leaves.

  • Signing the Bill of Lading: When you sign the driver’s digital device or paper Bill of Lading, you are acknowledging receipt of the number of boxes listed. If there is visible damage to the packaging, you must note the specific damage (e.g., “hole in box 1,” “crushed corner on box 2”) on the Bill of Lading BEFORE you sign. Taking a photo or video of the damage with the truck and driver in the frame is also highly recommended.

  • Concealed Damage: If damage to the product itself is discovered only after unpacking (concealed damage), you must contact our customer service team within 48 hours of delivery. Please take clear photographs of the product damage and the original packaging.

For White Glove Deliveries

  • The two-person delivery team will call you to schedule a delivery window.

  • They will bring the item(s) into your home, unpack them, and remove the debris.

  • You will be asked to inspect the items for any visible damage in the presence of the delivery team before they depart.

VI. Navigating Potential Shipping Challenges

Despite our best efforts, sometimes challenges arise. Here is how we handle them.

Delivery Attempts and Failed Deliveries

  • Parcel Shipments: Carriers typically make 3 delivery attempts on consecutive business days. After that, the package will be returned to a local facility for pickup or may be returned to sender.

  • Freight Shipments: The carrier will typically call to schedule a delivery. If you are not available, they may charge a re-delivery fee for a second attempt. If delivery fails again, the shipment may be returned to our warehouse, and you may be subject to return shipping fees and a restocking fee.

Lost or Stolen Packages

  • Lost in Transit: If your tracking information has not updated for an extended period or the carrier confirms the package is lost, please contact us. We will initiate a trace with the carrier and, if the package is deemed lost, we will issue a replacement or a full refund.

  • Stolen from Property: Once a package is marked “delivered” by the carrier, HaloUS LLC is no longer responsible for it. We recommend taking precautions such as requiring a signature on delivery, installing security cameras, or having packages delivered to a secure location if you are not home.

Incorrect or Incomplete Address

It is critical that you provide a complete and accurate shipping address during checkout. We are not responsible for packages shipped to an incorrect address provided by the customer. If a package is returned to us due to an incorrect address, you will be responsible for the cost of reshipping the order. If you notice an error, contact us immediately.

Shipment Tracking and Notifications

You will receive a shipping confirmation email with your tracking number(s) as soon as your order leaves our warehouse. You can use this number on the carrier’s website to monitor your shipment’s progress. For freight shipments, the tracking information will also include the phone number of the local terminal for you to coordinate final delivery.

VII. International Shipping: A Detailed Overview

For our international customers, please be aware of the following key points:

  • Customs and Import Duties: As the importer, you are responsible for all additional charges. The carrier may contact you to collect these fees before they will release your shipment for delivery.

  • Shipping Times: International shipping times vary widely by destination country and can range from 10 to 30 business days.

  • Restrictions: Some products may not be eligible for international shipping due to size, weight, or material restrictions.

  • Returns: International returns are complex and costly. The customer is responsible for all return shipping costs, customs duties, and taxes for the return shipment. Please refer to our Refund and Return Policy for more details.

VIII. Frequently Asked Questions (FAQ)

Q1: How can I get an estimated shipping cost before I check out?
A: Add your desired items to the cart, proceed to checkout, and enter your shipping address. The system will display all available shipping methods and their costs before you are required to enter payment information.

Q2: Do you offer free shipping?
A: We occasionally run promotional events that include free standard shipping, typically within the contiguous United States. These promotions will be clearly advertised on our website. Otherwise, shipping costs are calculated and charged as described above.

Q3: Can I pick up my order from your warehouse?
A: No, we operate as an e-commerce-only retailer and do not have a public will-call or pickup location for customer orders.

Q4: My order is showing as “Shipped” but the tracking hasn’t updated. What does this mean?
A: This typically means a shipping label has been created and your order is prepared, but the carrier has not yet scanned it into their system. It can take 24-48 hours for the tracking information to become active after the “shipped” notification is sent.

Q5: What if I need to change my shipping address after I’ve placed my order?
A: Contact us immediately by phone. If your order has not yet entered the “Processing” stage, we can likely update the address. Once an order is processing or has shipped, we cannot change the address, and you may be liable for any rerouting fees or lost packages.

Q6: The driver is refusing to bring my freight shipment inside. What are my options?
A: The standard service for freight is curbside delivery. Drivers are not insured or equipped to enter homes. If you require in-home delivery, you must select and pay for the White Glove service at checkout, or you will need to arrange for assistance to move the items inside yourself.

Thank you for taking the time to review our Shipping Policy. We have designed these procedures to ensure your HaloUS LLC products are delivered as safely and efficiently as possible. We appreciate your business and look forward to delivering your new furniture.