Shipping policy
General Shipping Guidelines
All orders will be shipped when they are available. The estimated lead time for shipping is between 5 to 10 business days after we receive payment and acknowledge the order. However, if you want to avoid any delays, you can choose to pay an expedite fee of $100 for LTL shipments and $25 for small parcel shipments. This will ensure that your order is given priority packing. Please note that Zentique is not responsible for any delivery time delays due to weather, holidays, trucking pick-up delays, or any other unforeseen circumstances. If you have a specific deadline you need to meet, please inform your sales associate, and we will do our best to assist you. They will be able to inform you if Zentique will be able to fulfill your request. We do not provide the service of call for delivery. We provide tracking information through our website so that you can manage your delivery arrangements in advance. Please note that products will be shipped as they become available, and shipments cannot be altered once they are packed. (This includes changing the shipping address, company, etc.) If you have back ordered items, please inform us of any address changes before the backorder is shipped.
Please note that any fees resulting from changes to your order will be the sole responsibility of the customer. We ship the majority of orders boxed and on a pallet, unless instructed otherwise. All shipments are dock-to-dock, and if they are not dock-to-dock, additional fees may apply. Please be aware that even if you have a commercial address, it may be zoned as residential. If you are unsure, you must contact our shipping department for assistance.
Zentique offers two delivery options - curbside residential delivery and lift gate delivery. Please be advised that we no longer offer white glove services. If you require white glove delivery, you must arrange the service and provide the necessary information to our sales team. All residential deliveries must be curbside, and someone must be present at the time of delivery. If the carrier needs to redeliver due to the unavailability of personnel, additional fees will be charged.
We expect our customers to provide accurate information while placing orders. This information will help our LTL companies avoid any additional fees. If any additional fees are added, they must be paid. Self-storage facilities will have an additional fee; we are not responsible for any storage fees.
Please inspect the products carefully before signing the delivery receipt. If you sign the receipt without mentioning any irregularities, your claim may be denied automatically (excluding manufacturing defects). It is very important to write down any problems you notice on the delivery receipt. This includes any torn shrink wrap, dented or torn boxes, or incomplete pallets. Please take photos of any issues you see, as this will help us assist you better.
Drivers are not obligated to assist with drop-offs. It is the customer's responsibility to ensure that appropriate personnel are present at the time of delivery. If customers require additional services, they must inform Zentique to add them. All additional services at the time of delivery must be approved by Zentique. If services are provided without approval from Zentique, customers will be responsible for the additional charges.
Please find below the different shipping options available:
Commercial
1. Dock to Dock
2. Dock to Storefront (a lift gate fee may apply)
3. Regular shipping fees will be charged. (Please refer to the shipping map for more details)
Curbside Residential
1. Shipments will be delivered curbside only.
2. Regular shipping fees will be charged. (Please refer to the shipping map for more details)
Drop shipping
We are pleased to offer our customers drop shipping services to fulfill their orders. However, we would like to bring to your attention that if you choose to use our drop-ship services, Zentique will not be held responsible for your order. Therefore, any issues or damages that occur during the shipping process will be your sole responsibility to address. You will need to submit claims directly to your carrier in the event of any issues with your order, as our drop ship services do not offer claims. We kindly remind you that if you need a replacement due to damages, you will need to resubmit a new order.
Customer pickups
We would like to remind you of the importance of conducting a thorough inspection of your pick-up before loading any pieces. While it is possible for you to opt out of this process, we kindly request that you do not, as all customers are required to sign a form upon pick-up. This applies to third-party carriers, drivers, employees, etc. If you authorize someone else to pick up your furniture/accessory, please note that it is their responsibility to notify you of any damage.
The form that you sign during the pick-up process specifies whether the item(s) were inspected or not. It is essential to note that once your item(s) leave Zentique's dock in good condition, we reserve the right to refuse all returns. Furthermore, please be advised that we are not liable for any damage that may occur during transportation. We would like to emphasize that once you have picked up your order, we do not exchange any items. If you would like to return your pieces, please note that a 25% restocking fee will apply upon receipt of the undamaged items.
If you fail to arrive at your scheduled pick-up date and time, please note that there will be an automatic storage fee of $7.00 per day added to your order. Pick-ups can be scheduled anytime between 9 am and 4:30 pm, Monday through Friday (closed from 1-2 pm for lunch) with 24-hour notice. We respectfully request that you contact our office in advance to ensure that your order is ready.
We appreciate your decision to choose Zentique's services and remain committed to providing you with seamless and satisfactory service.
3rd Party Freight
Please note that there will be a 4% handling fee for all third-party shipments. If you plan to use a third-party carrier, please ensure that they contact us at Zentique beforehand. We will not handle any third-party shipments.
To ensure your shipment is released to the carrier, you must provide all necessary documents, including the BOL, label, customs invoice, and broker information (for international shipments). It is your responsibility to provide the appropriate documents for each shipment. Please note that Zentique is not liable for any third-party charges, and you are responsible for paying all charges from the carrier. All products are inspected prior to shipping. For any damages en route, customers must file claims with their carrier as Zentique cannot be held liable.
Pick-ups can be scheduled anytime between 9 am – 4:30 pm, Monday through Friday, excluding 1-2 pm for lunch. Please keep in mind that if no documents are provided, we will not be able to release the shipment to the carrier. Also, please note that in order to receive a replacement, you must place and pay for another order in full.