Shipping policy

Overview

We deliver nationwide by LTL freight. This page walks through every step between placing your order and receiving it, and how long each step takes.

These terms form part of our Terms & Conditions, which you accept when you place an order.

Your Order, Step by Step

1. Order placed. You receive an order confirmation email. Processing starts the next business day.
2. Processing: 2 to 5 business days. We place your order with the manufacturer, the manufacturer confirms it and allocates your material, and your order is prepared for freight.
3. Dispatched. Your order leaves by LTL freight, and we email your tracking when the delivery leg begins.
4. In transit: 4 to 7 business days. Your order travels to the warehouse nearest you, then out for delivery.
5. Delivered. The freight company contacts you to schedule a delivery window, and your order is delivered to the curb.

From order to delivery: typically 6 to 12 business days (about 8 to 17 calendar days) for in-stock orders. Shipping timelines are estimates and may vary due to factors outside our control.

How We Count Business Days

Business days are Monday through Friday, excluding US federal holidays. Processing starts the business day after your order is placed, so an order placed on a Friday evening or over the weekend starts processing on Monday.

Processing Is Not Shipping

While your order is processing, it has not left yet. The 4 to 7 business days in transit begin only once your order is dispatched.

Tracking

Some orders route through our distribution network to the satellite warehouse nearest you before the final leg, which is why tracking is issued when the delivery leg begins rather than at the moment you order. If five business days of processing have passed and you have not received tracking, email us and we will tell you exactly where your order stands.

Special Orders & Backorders

Special-order and custom items ship on their production lead time, which we confirm at checkout or directly with you.

If a manufacturer backorders an item, we email you the new expected date as soon as the manufacturer confirms it. If that date does not work for you, you can cancel the order for a full refund, with no cancellation fee.

Shipping Costs

Every order shipping to the 48 contiguous states plus the District of Columbia ships by LTL freight for a flat $350, curbside with liftgate. There is no order minimum and no free-freight threshold. Trade and developer accounts ship at negotiated wholesale rates.

Alaska and Hawaii orders ship by freight quote. Email sales@citadelspaces.com or call (916) 223-5762 before ordering and we will arrange it.

Delivery Day

• The freight company contacts you to schedule a delivery window.
• An adult must be present to receive, inspect and sign for the delivery.
• Freight is delivered to the curb. Moving materials from the curb is your responsibility, so plan for help unloading heavier material.
• If no one is available at the scheduled time, or the freight company cannot reach you to schedule, redelivery or storage fees may apply and are billed at cost.

Slab Deliveries

Slab goods deliver to commercial and fabricator addresses only; residential delivery is not available.

Carpet Roll Deliveries

Carpet rolls ship LTL and require a commercial receiving address with a forklift fitted with a pole (carpet pole) to unload. If that is not available, we can coordinate local pickup from the carpet distributor’s warehouse; contact us before ordering.

Delivered Direct by the Manufacturer

Some products ship to you straight from the manufacturer rather than through our warehouse. Those deliveries are scheduled by the manufacturer's own carrier and do not always carry a parcel tracking number; where that is the case we confirm the delivery arrangements with you directly.

Delivery Inspection

Inspect every shipment at delivery. Check the pallet and cartons against your packing list and note any visible damage or shortage on the carrier's receipt before signing, even if the packaging looks only slightly disturbed.

Damaged in Transit

If items arrive damaged, note it on the delivery receipt and contact us within 48 hours with photos. We'll replace or refund at no cost to you.

Contact Us

Questions about shipping or a delivery? Email sales@citadelspaces.com or call (916) 223-5762.