Shipping Large Items

We are happy to deliver large orders to your home or business. Large order truck (LTL) delivery pricing covers the processing, handling, packing, and delivery of your order. Type of LTL shipment available on your order is subject to availability and depends on supplier and delivery zip code. Generally, to deliver orders with Free Shipping, we use Basic Threshold Shipping method to deliver the order. For each method, your local delivery agent may contact you to arrange a date and, for attended deliveries, a four-hour window for delivery. Where stated, signatures are required for delivery. Assembly services and packaging removal are not included unless otherwise stated.

Artisanelm uses independent service providers (“Delivery Company”) to perform home deliveries. By selecting the products that require Large Order Delivery option, you agree to have your purchase and delivery information, including your address and contact information, transmitted to the Delivery Company.

Please note: You cannot change the delivery address once your online order is placed. Orders placed online or over the phone begin processing immediately in our system to ensure order fulfillment and shipping time. If the delivery address must be changed, your order will have to be cancelled and then replaced. We apologize for any inconvenience.

Back of Truck / Truck Fright Shipping

Large items are shipped via truck freight, sometimes called ‘back of truck’. Transit time for these shipments is usually between 1-7 business days (excluding pre-ship time) and deliveries will occur during normal business hours; Monday-Friday between the hours of 8 AM – 5 PM.

For residential deliveries, the shipping company will call you in advance to schedule a delivery appointment. For commercial deliveries, the shipping company will typically deliver during regular business hours without scheduling an appointment.

Upon delivery, it is the customer’s responsibility to unload the shipment from the back of the truck. If the item ordered is heavy, please ensure that you have assistance to remove it from the delivery truck safely.

For an extra charge, some carriers are able to provide additional services, such as using a lift-gate to remove the items from the truck for you, delivering to the threshold of your home, or assembling the items for you. Please contact us before placing your order for more information on upgrading your service level for delivery.

Please note: If you are not available at the time of your delivery appointment, or the carrier is unable to contact you successfully to coordinate delivery, the order will be held for you for several days. There may be a charge for the storage of your order while it is awaiting delivery if there are delays in being able to successfully contact you or complete delivery. If the carrier is unable to successfully deliver your order within an acceptable time frame it will be returned to the manufacturer and credit will be issued per our Standard Return Policy.

Basic Threshold Shipping

Basic Threshold delivery includes delivery to the first dry area, or front door, of the residence or business. Unlike White Glove Threshold service, Basic Threshold Service is similar to Ground Shipping, as there will not be a delivery appointment nor will you be required to sign for your shipment upon delivery. Once received, should you determine there are any issues with your order, please reach out to hi@artisanelm.com immediately with details and photographs (if applicable).

White Glove Shipping

White Glove Shipping encompasses various levels of White Glove service that are available. We have included descriptions outlining the details of each service level below for your convenience. White Glove Shipping is comparable to truck freight shipping, but given the extra time and personnel needed to take care of your order, the shipping time may be anywhere between 5 and 17 business days to your local delivery agent (excluding pre-ship time) at which point the carrier will contact you to schedule a delivery appointment.

White Glove shipping is available on most high-end office items, dining furniture, bedroom items and mattresses. We may be able to add White Glove service to some items for an extra charge – please contact our sales department for more information when placing an order if you have any questions or do not see this option during the checkout process.

Delivery appointments usually consist of a four (4) hour appointment window during normal business hours; Monday-Friday between the hours of 8 AM – 5 PM. Depending on your location, the carrier may be in your area every day, 2-4 times a week, or once every two weeks. Should you require a specialized delivery appointment, including a specified time or after-hours delivery (evening / weekend), or have an inquiry regarding White Glove shipping options or carrier availability in your area, please contact our customer service team and they will be happy to help.

White Glove Bronze/Threshold Delivery

White Glove Bronze / Threshold Delivery consists of delivery to the threshold of your home (garage, front entrance, etc.) or first dry area if the shipment weight is very large. In an apartment or condo building, the product will be carried up a maximum of two (2) flights of stairs (25 steps*). The product will be kept in its original packaging, and there is no assembly provided with this service. The shipping company will call you in advance to schedule a delivery appointment window and you must be at home to receive the order.

*The carrier is not responsible for connecting electrical components that may be placed on or inside the item. If your order will need to be carried up more than 25 steps, or you require longer assembly or setup time please contact us. These services are often available but there will be additional charges.

White Glove Silver/Inside Delivery

White Glove Silver / Inside Delivery takes away the hassle of moving furniture! Delivery is made inside your residence to the room of your choice (includes carrying the product up two (2) flights of stairs from the threshold*). The product will be kept in its original packaging, and there is no assembly provided with this service. The shipping company will call you in advance to schedule a delivery appointment window, and you must be at home to receive the order.

White Glove Gold / Inside Delivery with Packaging Removal

Sit back and relax while your furniture is placed inside in your room of choice (includes carrying the product up two (2) flights of stairs from the threshold). Please note that assembly is not included in this service, however, the carrier will unpack the item and remove the packaging for you.

White Glove Platinum / Inside Delivery with Set Up and Packaging Removal

The highest level of home assembly delivery service and includes delivery inside your residence to the room of your choice (includes carrying the product up two (2) flights of stairs from the threshold*). The carrier will unpack the product and take away the packaging for you. They will also provide 30 minutes of light setup that requires basic tools (e.g. pieces will be screwed or bolted together, set next to each other, or on top of each other). Should you require more time to assemble the items you have ordered, please reach out to the shipping team through hi@artisanelm.com and one of our agents will be able to provide you with a quote.

The shipping company will call you in advance to schedule a delivery appointment. Deliveries occur between the hours of 8:00 am and 5:00 pm Monday through Friday and will be scheduled within a 4-hour window, and you must be at home to receive and sign for the order. *The carrier is not responsible for connecting electrical components that may be placed on or inside the item. If your order will need to be carried up more than 25 steps, or you require longer assembly or setup time please contact us. These services are often available but there will be additional charges.

Beyond Fee

On occasion, our carriers may deem a certain area to be a ‘remote’ or ‘secondary’ delivery location based on zip code if it is not within their regular delivery route. As a result, scheduling deliveries in these areas requires a specialized route and the carrier charges additional beyond mile fees for these services with fees ranging anywhere from $25 to several hundred dollars dependent on the location. Occasionally, we won’t know specific fees until after checking with multiple freight carriers after an order is placed. In cases where there may be an additional fee, due to limited delivery options, etc., we will reach out to you prior to shipping the order to ensure the additional charge is approved. If the charge is not approved a full refund cancellation will be processed on your behalf.

To ensure we keep the lowest possible prices for our customers, these beyond mile fees will only be added to the total cost of your order at checkout on an “as needed” basis if your zip code happens to be within the carrier’s list of ‘remote’ or ‘secondary’ delivery points.

For US customers, any applicable beyond fees will be clearly communicated to you during checkout, before the payment process is completed. Unfortunately these fees are non-negotiable.

Additional Fee

Deliveries that are scheduled for delivery more than 10 days from the date of purchase including deliveries on hold due to customer’s failure to receive the order on scheduled time may require an additional storage fee of up to $25 per day. Orders over 800 lbs. are subject to a $20 additional fee that will be reflected during the checkout process, if applicable. Except in select locations where customers may opt-in ahead of time and are not required to be home, if you are not present during the scheduled delivery time, you may be subject to a re-delivery fee. There may be other circumstances that require additional payment by you if the conditions mentioned about have not been met or you require special services outside of our Large Order Delivery process.

Your Responsibility Up On LTL Delivery

Except in select zip codes where customers may opt-in ahead of time and will not need to be home, you or a representative (18 years of age or older) must be present to receive the merchandise at the agreed upon day and time window, even if the product will be delivered to your doorstep. If no one is available to receive the delivery, a re-delivery fee may be applied to your order.

Please examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. Please note at delivery if there are any visible packaging defects, damaged items, or missing merchandise.

If you or your representative acknowledges receipt without identifying such externally visible defects, we may not be able to replace your items or refund your purchase. If, once you have unpacked your order, there are missing, damaged or incorrect pieces, please contact us within 48 hours of your delivery. For any other problem with your order, please refer to our Return Policy.

Please note that the delivery team will not perform plumbing installation, electrical wiring, or services requiring the use of power tools.

*Upstairs carrying limit of two flights of stairs (up to 15 steps each for each flight).