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Orders + Shipping + Returns

ORDERS

Placing an Order

Should you encounter any issues at checkout, please contact our customer service team via the live chat application, or by emailing us at support@shopboxhill.com. Additionally, you may call our customer service staff at 520.909.6109.

Upon placing your order, you will receive a confirmation email at the email address you provide at checkout. You will receive an email from our automated system every time the status of your order changes, to include a shipment email which will normally include tracking information. Periodically, BOXHILL's customer support staff will update the notes on an order, which will be availble for you to view through your BOXHILL account, under the specific order number.

Please allow 3-5 business days for your item to ship, once you have placed your order. Freight orders will often require more lead time to ship than do orders that ship via standard methods. BOXHILL will make every effort to accurately estimate the time-to-ship in the item description, but if you have specific questions regarding the delivery timeline of an item, please contact us at support@shopboxhill.com.

 

Custom Orders

Custom pieces are made-to-order and require an extended lead time manufacturing and shipping. When ordering a custom piece, please reference the lead time mentioned on the product page, or contact BOXHILL at orders@shopboxhill.com for more information. Please ensure this extended lead time meets your required timeline before purchasing. Payment for custom orders must be made in-full prior to order processing. Once processed, custom orders may not be cancelled or returned.

 

International Orders

BOXHILL ships all items (with the exception of certain live gifts) to the lower 48 U.S. states, and we ship most items to Hawaii, Alaska, and Canada. International orders are handled on a case-by-case basis. In most cases, shipping to Canada may be accommodated with an additional fee for shipping and taxes/customs. If you are an international customer and would like to place an order with BOXHILL, please contact us, directly, for a custom quote at orders@shopboxhill.com.

 

Cancellations

You may cancel an order with BOXHILL as long as it has not yet been processed, which is indicated by the status "Awaiting Fulfillment." When an order status is changed to "Awaiting Shipment," the order is in the final stages of processing and packaging, and BOXHILL will be unable to cancel the order.

Custom orders may not be canceled once they have been confirmed with the manufacturer, generally indicated by the status "Awaiting Shipment."

 

SHIPPING

Shipping Times

BOXHILL strives to provide our customers with immediate shipping, whenever possible. To ensure prompt delivery, many items will ship directly from the supplier, so shipping times will vary. With the exception of freight and custom orders, most in-stock, warehouse items will process and ship within 3-5 business days, with the approximate delivery time being an additional 3-5 business days after shipment. Whenever possible, shipping estimations are noted on the item's product page.

 

Shipping Carriers

BOXHILL ships most orders via USPS, FedEx, or UPS, with tracking information.

 

Freight Shipments

If you are placing an order for an oversized and/or heavy item(s), your order may ship via freight. Freight shipment companies will vary according to the supplier. Basic freight services include economy shipping to the address provided at checkout. If additional services are required, such as a lift gate or inside (white glove) delivery, please make note of that in the order comments section at checkout, and we will contact you to arrange those services. Additional fees may apply. 

Please provide an accurate phone number and address at checkout -- you will be contacted by the freight carrier to schedule an appointment for delivery. If the freight carrier is unable to make contact with you to schedule the delivery in a timely manner, you will be responsible for paying the expense of any additional storage fees that occur, prior to receiving your item. Should you refuse to cover additional costs incurred, you will forfeit your right to the merchandise purchased, along with any monies paid towards the purchase and delivery of said item.

All freight shipments must be opened and inspected by you within 24 hours of receiving the delivery. 

 

Rush Shipments

All BOXHILL orders ship via ground services, unless otherwise noted. If you require a rush shipment, or if you have a specific deadline that you need to meet, please contact BOXHILL about the order you wish to place at orders@shopboxhill.com, and be sure to include your desired delivery date. We will do our best to accomodate your request. Additional rush shipment charges may apply. Rush shipment dates are estimated based on information obtained by the supplier. BOXHILL does not assume any liability or incurred costs for deviations from this estimation which are caused by delays from the supplier.

 

Tracking

BOXHILL makes every effort to provide timely and accurate shipping status and tracking information on all purchases, to include freight shipments. However, our ability to provide this information is dependent on the supplier. All customers will receive an email notification of shipment, to include tracking (as available) when an item ships. Please ensure that you provide an accurate email address at checkout.

If you are a registered member of BOXHILL's site, you may check on the status of your shipment at any time by clicking on "My Account," and navigating to the "View Order Status," and "View Order Details" sections. BOXHILL's customer care staff will make periodic updates on the status of a shipment which may be viewed there.

All customers may track their BOXHILL order by visiting our Track Your Order page, and entering the shipment's tracking number into the search box.

If you have any questions concerning the location of an order you have placed, please contact us at orders@shopboxhill.com.

 

RETURNS

General Policy

BOXHILL is proud to offer our customers a unique selection of items, designed to enhance your outdoor lifestyle, at affordable prices. While we would love to provide flexible options for every purchase, we must adhere to the return policies set by our many suppliers. BOXHILL makes every effort to update the return policies for each item on the product page, however, it is not always possible to provide the most accurate information. (Should suppliers change their return policy without notifying BOXHILL, we are still bound by their most current terms and agreements.)

Prior to completing your purchase, please carefully read the “Other Details” information on each product page, to ensure you understand the return conditions and policies of each item. If there is no return information listed, please contact BOXHILL to inquire about the policy for a particular item at orders@shopboxhill.com

 

Return Authorization

BOXHILL must approve all return requests, regardless of the terms stated for each item. If you would like to process a return, please email us at returns@shopboxhill.com, and include your order number and reason for return. Once your request has been received and approved, BOXHILL we will issue you return authorization. (Note: We are unable to process unauthorized returns.) All returns are at the sole discretion of BOXHILL.

 

Specialty Items

We will provide special instructions for returns on furniture, oversized items, and other products shipped via a delivery service. Please contact our Customer Care for details.

 

Ineligible Items

We regret that we are unable to process returns on items that are not in their original packaging. Additionally, BOXHILL is unable to process a return for items that are identified as either on "Clearance" or "Sale," or items that are listed as "Final Sale." This policy also applies to items which are identified as "non-returnable" or "ineligible for return" on their product page.

 

Timeline

All eligible products must be returned to BOXHILL within 14 days of delivery. Any items received after the 14-day return period will not be processed for return and will be returned to sender. Additional shipping charges may apply. BOXHILL attempts to process all returns within one (1) week of receipt.

 

Return Shipments

BOXHILL recommends that you use a trackable shipping service to return your shipment to us. We do not guarantee that we will receive your returned item. BOXHILL does not cover the costs associated with returning an item to us or the supplier. 

 

Restocking Fee

Returns and exchanges may be subject to a restocking fee, pursuant to the supplier's policy. BOXHILL attempts to list these policy exceptions, as applicable, on the product page for each item, however, we are not liable or responsible for changes in the stated exceptions or the absence of a policy. If you have questions about the return conditions of a specific item, please contact BOXHILL prior to purchasing.

 

Refunds + Credits

The decision to issue either a refund or a credit is at the sole discretion of BOXHILL. If approved for a refund, it will be automatically applied to your credit card or original method of payment. If approved for a credit, a credit will be issued to your BOXHILL customer account for use with future purchases. BOXHILL will process all refunds and/or credits once the returned items have been received by our warehouse, and they are deemed to be in suitable (undamaged and unused) condition.

Refunds and credits are provided with consideration to the original outbound shipping costs, and any applicable restocking fees. Customers will be responsible for the original outbound shipping costs, even if the cost was included in the product price (i.e. "Free Shipping," or subsidized shipping costs that have been included in the retail price, and may or may not be identified on the product page.)

 

Damaged Items

In the unlikely event that your shipment arrives damaged, please contact us at orders@shopboxhill.com within 24 hours of receiving the order. Do not discard the damaged item or the original packaging. Be prepared to submit photos to BOXHILL customer service of both the packaging, and the damage to the items. For insurance purposes, we will be unable to process any claims for damaged shipments that do not have accompanying photographs.

All freight shipments must be opened and inspected by you within 24 hours of receiving the delivery. Any delays in opening and inspecting the items will prevent us from being able to provide a freight claim and will likely forfeit your right to be reimbursed for damages that occurred during shipping. BOXHILL will not be responsible for items that were damaged in shipping and not reported within the specified time frame. 

 

Erroneous + Defective Items

If you have received an item in error, or if the quality of the item you ordered is not up to the manufacturer’s standards, please contact us at orders@shopboxhill.com within 5 days of receiving your order.