Our shipping process is divided into two categories. We use ground shipping for items that can be shipped by carriers like UPS. Larger items are packaged in crates, which are specifically built for that particular order and are shipped freight or what we call LTL (Less than Truck Load).

Drivers Responsibility

Drivers are responsible for delivering your product to you. For Ground carriers this is to your door. Freight delivery is to the most accessible location that the back of the truck can reach (typically at the street at the base of the driveway). They cannot move the product indoors and will not un-crate the products or remove the crating materials. You should be prepared to move your delivery and have a cordless screw driver with a #2 Phillips head and a claw hammer at the ready. You may have arranged for special delivery and some or none of the above may or may not apply to you. If you would like to arrange in-side delivery call us 800-419-1130 before your order ships out. This service is not available for all products and is an extra cost that you will be responsible for.

Damages / Incorrect Items

Please inspect your shipment as soon as it arrives for damage. If the packaging is obviously damaged you can refuse delivery, and make sure to have the driver note the condition of the package. Most carriers will stop the shipment and notify us if there has been obvious damage during the shipping process but sometimes damaged items get by. If you happen to be unfortunate enough to receive any damaged items, do the following;

1. Notify us within 3 days at 800-419-1130 or you can e-mail us at sales@wishihadthat.com.
2. Take digital photos of the damage and email them to sales@wishihadthat.com. Include your order number and a description of the problem areas. Photos are a great way for us to be able to see what kind of damage was suffered and allows us to file a claim to the shipping company.

In the event of damage we reserve the right to replace the item or pay for the repair of the item. If a customer wishes to return the item without allowing for repair or replacement then it will fall under the guidelines of our return policy and the customer is responsible for the actual shipping costs for the original and return shipping.

We are not responsible for any costs of installation or any supplemental costs due to a delay of the project resulting from damaged or items shipped in error, however once we receive notice of the damage we will arrange a replacement as quickly as possible and we will cover the regular ground shipping costs to correct the problem.

UPS Ground Shipments

Moulding

Our moulding and other small architectural products are normally shipped via UPS ground. When you receive your shipment, check the contents immediately to make sure that you received the correct number of items and for any signs of damage. Whether there are minor defects or worse damage please take digital photos and call or email us within 3 days of receiving your package. There is a limited time frame for action to be taken for damage and missing items, so please notify us as soon as possible to remedy either situation.

In rare cases where heavy damage is inflicted on the box during shipping, the carrier will intercept the delivery and have it returned to us without notifying the recipient. If this has unfortunately occurred to any package, we will ship out a replacement order ASAP.

If you requested and have paid for expedited shipping and the shipment is returned undelivered we will contact you before re-shipping your order. We do this because expedited orders are usually time sensitive.

Open and inspect your contents as soon as is convenient for you. If there are minor defects or damage to one or 2 pieces, don’t reject the whole shipment. Call us or send an e-mail within 3 days to report the damaged items. Follow the instructions located on our No Hassel Returns page.

Small Fountains

Some of the small fountains are quite delicate and should be inspected as soon as you receive them and contact us to report any damage. Our fountain suppliers are very specific in their requirements for claims so please have digital photos of the damaged areas ready to email. Our suppliers use the photos to review the damage and also for shipping claims.

Freight (LTL) Shipments

General Freight

For items that are heavy (over 150 lbs.), large, or hard to manage, we will provide a lift gate equipped truck for delivery.

Delivery of freight will be to the most accessible location that the back of the truck can reach. If needed, please be prepared with extra help to handle once it has been unloaded. The driver will not transport the crate further then where it is unloaded from the truck. The driver is also not responsible for un-crating or removing the crating materials of the package. It is recommended that you have a cordless screw driver with a #2 Phillips head and a claw hammer ready at the arrival of the truck.

If there is no indication of damage on the crate at the time of delivery, the driver is not obligated to stay for an inspection. However, if the crate is opened after the driver has left and damaged items are discovered, leave the contents as they are and document the damage with a digital camera. This will assist us in the future for claims and allows us to assess the damage to determine if we will want the item sent back to us. After photographing the damage, move the crate or items to a secure area and follow the instructions on our No Hassel Returns page.

If there is an indication of damage and/or a tip-and-tell (which is only used our large ornate medallions, fountains, and marble statues, see below) has been triggered, you should note it with the driver and open the crate to inspect the contents for damage before signing the BOL (bill of lading). If the items are damaged beyond reason then put it back together, reject the shipment and note its condition and the triggering of the tip-and-tell (if applicable) on the BOL. If you are going to keep it due to minimal damage then indicate it on the BOL that there was damage.

Large Fountains by Freight

Large fountains are a considerable investment and are shipped with special instructions. When your fountain arrives you should be ready to un-crate it at that moment. A cordless drill with a #2 Phillips head driver and a claw hammer should be ready at the arrival of the truck. Slate and copper fountains must be examined with the driver present to insure there was no damage to the fountain during shipping. If any damage is detected, refuse the shipment, making sure the driver has noted the damage on the BOL. Damage must be reported in 24 hours or the next business day.

Marble Products

Marble products must be opened and inspected within 48 hours of receiving. Document any damage with a digital camera and call us to report the damage with in 48 hours or the next business day.

Tip-andTell

A Tip-and-Tell is an indicating system that is placed on the crate and monitors the history of the crates vertical alignment. That’s a fancy way of saying the device knows if the crate has been tipped on its side. The picture to the right shows you the whole system. The Tip-and-Tell consists of the detector (red thing in picture) the crate decal and a smaller decal that is attached to the BOL. The indicator is easy to read. It basically has some colored sand (blue stuff) inside of 2 reservoirs at the bottom of the indicator. The top of the indicator has some sticky stuff in it. If the crate is tilted the blue sand will stick in the sticky stuff at the top telling that the crate has been askew. The large decal goes on the side of the crate to remind the guys handling it to be careful, and the smaller decal goes on the BOL to remind the driver and you to inspect it before signing off on the crate.