Outdoor furniture comes in all shapes, sizes, and shipping methods, so delivery can look a little different from one order to the next. This page explains what to expect, from shipping costs and lead times to freight delivery, receiving your order, and what to do if something arrives damaged. Our goal is to help you feel prepared from checkout through delivery.
Effective Date: December 1, 2012
Last Updated: September 21, 2026
BOXHILL ships outdoor furniture, fire features, planters, umbrellas, lighting, accessories, and related products from a network of independent manufacturers, artisans, warehouses, and distribution locations. Because these products vary substantially in size, weight, fragility, availability, production requirements, and delivery method, an order may ship by standard parcel carrier, palletized Less-Than-Truckload (LTL) freight, curbside delivery, threshold delivery, room-of-choice delivery, or an upgraded white-glove service.
This Shipping Policy explains how shipping costs and lead-time estimates are handled, what is included with each delivery service, what customers must disclose before delivery, how shipments should be inspected, and what to do if merchandise arrives damaged, incomplete, or incorrect.
This Shipping Policy is incorporated into the BOXHILL Terms & Conditions. Product-specific shipping terms disclosed on a product page, accepted quote, invoice, order confirmation, or other transaction document also apply. If a product-specific written term conflicts with this general policy, the more specific term controls for that order.
Returns and customer-requested cancellations are governed by the BOXHILL Return Policy. Freight and product damage should be reported through the BOXHILL Return or Damage Claim form.
Unless otherwise stated, standard online shipping rates and free-shipping offers apply only to eligible addresses within the contiguous United States.
Shipping to Alaska, Hawaii, Puerto Rico, U.S. territories, APO or FPO addresses, Canada, Mexico, or another international destination requires written confirmation and may not be available for every product. Customers requesting delivery outside the contiguous United States should contact BOXHILL before ordering so that we can evaluate product eligibility, manufacturer restrictions, carrier availability, freight cost, customs requirements, duties, taxes, brokerage charges, destination fees, transit time, and available delivery service.
Freight shipments cannot be delivered to a post office box. Parcel delivery to a post office box is available only when permitted by the carrier and appropriate for the product.
BOXHILL may decline shipment to a destination that cannot be safely, legally, or reasonably serviced by the manufacturer or available carrier.
Submitting an order creates a request to purchase the listed merchandise. An automated order acknowledgment, payment authorization, or confirmation email confirms only that BOXHILL received the order. It does not necessarily mean that the order has been finally accepted, inventory has been reserved, a manufacturer has accepted the order, a made-to-order product has entered production, the product has shipped, or freight has been scheduled.
Before accepting and releasing an order, BOXHILL may verify:
Availability information may be supplied by an independent manufacturer, artisan, warehouse, or distributor and can change between website updates. Any specific "in stock," "quick ship," "ships in," or production lead-time statement is subject to confirmation during order processing.
If a product is unavailable, discontinued, materially mispriced, or unable to be delivered as requested before order acceptance, BOXHILL may offer an alternative for the customer's approval, provide a revised quote, remove the affected item, or cancel the affected unaccepted item and refund any amount collected for it. BOXHILL will not knowingly substitute materially different merchandise without the customer's approval.
Shipping costs may be displayed on the product page, calculated at checkout, included in the product price, identified as free shipping, quoted separately, or confirmed after BOXHILL reviews the product, quantity, destination, and delivery requirements.
Shipping charges may be based on:
BOXHILL works with many independent manufacturers. Products in the same order may originate from different locations and may require separate shipments. Automated checkout calculations may not always consolidate freight correctly for multiple quantities, large project orders, commercial orders, products from different manufacturers, oversized merchandise, mixed parcel and freight orders, or products requiring dedicated delivery.
Customers placing a large, multi-item, trade, hospitality, or commercial order should contact BOXHILL before purchasing so that we can determine whether a custom or consolidated freight quote is available.
If an automated shipping charge is materially incorrect because of a website error, product quantity, destination, carrier limitation, or incomplete delivery information, BOXHILL will contact the customer before accepting and releasing the affected order. The customer may approve the corrected shipping charge or cancel the affected unaccepted item for a full refund.
After order acceptance, BOXHILL will not increase the agreed shipping charge except for additional costs resulting from a customer-requested delivery upgrade, address change, rerouting, reconsignment, customer-requested delayed delivery, storage, redelivery, undisclosed or inaccurate access conditions, customer-requested split shipment, special equipment or labor requested by the customer, government-imposed duties or charges, or another additional service requested or caused by the customer.
Products identified as Free Shipping include only the shipping service stated on the product page or order confirmation.
Unless expressly stated otherwise, free shipping:
A free-shipping designation does not mean that the product is immediately available or ready to ship.
Outdoor furniture orders commonly involve several stages: order verification, manufacturer acceptance, production or preparation, packaging, carrier pickup, freight transit, terminal processing, delivery scheduling, and final delivery.
Unless a more specific written term is provided before purchase, the estimated shipment period begins when BOXHILL has received the required payment or payment authorization, all product selections, a complete and accurate delivery address, any customer-supplied material required for production, required drawing or sample approvals, and all other information reasonably required to process and ship the order.
For made-to-order, custom, and special-order products, the production period begins only after the manufacturer has accepted the order and all required selections, materials, and approvals are complete. Production time is separate from freight transit and final delivery scheduling.
A statement that a product "ships in" a specified number of days or weeks generally refers to the estimated period before the product is transferred to the carrier. It does not mean that the product will be delivered within that same period.
Unless BOXHILL expressly guarantees a date in a signed writing, production dates, shipment dates, transit times, arrival dates, delivery dates, and delivery windows are estimates. Estimates may be affected by manufacturer production schedules, material shortages, fabric or finish availability, vendor backorders, carrier capacity, port congestion, customs, weather, holidays, labor interruptions, freight damage, natural disasters, government action, transportation disruption, and other circumstances outside BOXHILL's reasonable control.
BOXHILL will make reasonable efforts to communicate a material delay after receiving reliable information. If BOXHILL cannot ship within a represented or legally applicable shipment period, BOXHILL will provide the revised shipment information, cancellation option, consent request, and refund rights required by applicable law. Nothing in this policy eliminates a cancellation or refund right that cannot legally be waived.
After an order ships, BOXHILL will generally send available tracking or freight information to the email address associated with the order. Information may include a parcel tracking number, freight PRO number, carrier information, estimated transit information, or delivery scheduling instructions.
Tracking information may not appear immediately after a label or shipping document is created. Freight tracking may not update as frequently or precisely as parcel tracking.
Customers are responsible for monitoring the email address and telephone number used for the order, checking spam or junk folders, reviewing tracking updates, responding to carrier calls or messages, and keeping delivery contact information current.
Products in the same order may ship separately because they come from different manufacturers, originate from different warehouses, have different production schedules, require different carriers, have different packaging requirements, or become available at different times.
BOXHILL may ship available products separately unless BOXHILL and the customer have agreed in writing to hold and consolidate the order. A request to hold, consolidate, expedite, or divide a shipment after order acceptance may result in additional freight charges, storage charges, revised estimates, or handling expenses.
Parcel-shipped products may be delivered by UPS, FedEx, USPS, or another parcel carrier. Delivery may be completed at a carrier-selected location, including a front door, porch, building entrance, mailroom, reception area, parcel locker, or another carrier-approved delivery point.
Unless expressly purchased or required by the carrier:
Customers should monitor tracking and arrange prompt receipt of high-value, large, or weather-sensitive merchandise.
Large, heavy, fragile, oversized, or palletized products may ship by Less-Than-Truckload freight, commonly called LTL freight. Freight shipments may arrive on a pallet, in a crate, in multiple cartons, wrapped in protective material, on a large commercial truck, or through a regional delivery terminal.
Unless the accepted order expressly includes a different service, freight delivery is generally curbside or to the first safe and accessible ground-level location selected by the carrier. Depending on the property and carrier, this may be the curb, driveway entrance, property entrance, loading area, commercial loading dock, ground-level building entrance, or another location the carrier can safely access.
Standard curbside freight delivery does not require the carrier to:
When included or added, liftgate service lowers a pallet from the delivery truck to ground level. It does not mean that the driver will move the pallet into a home or garage, through a gate, up a driveway, across gravel or grass, into a backyard, or to the product's final placement location. Pallet jacks generally require a firm, level, paved surface.
The customer is responsible for arranging sufficient labor and equipment to move merchandise from the contracted delivery point. Large or heavy products may require two or more capable people, a furniture dolly, moving straps, a pallet jack, forklift, crane, contractor, receiving warehouse, or professional movers.
BOXHILL is not responsible for damage or injury caused by the customer or a third party while moving, unpacking, assembling, installing, or placing merchandise after delivery, except to the extent responsibility cannot legally be excluded.
Upgraded delivery services may be available for certain products and destinations. An upgraded service is included only when expressly identified in the accepted quote, invoice, checkout confirmation, or order confirmation. The accepted order determines the actual scope of service.
Threshold delivery generally means placement across the first doorway or into the first dry, protected, accessible ground-level area. Unless specifically stated, it does not include stairs, long carries, room placement, unpacking, assembly, installation, or packaging removal.
Room-of-choice delivery generally includes placement in an accessible room or outdoor location identified in the accepted order. The service remains subject to a safe path of travel, doorway and gate clearance, stair limitations, elevator access, weight restrictions, surface conditions, carrier safety policies, and any disclosed additional charges.
Where specifically included, white-glove delivery may include some combination of delivery to an identified location, unpacking, basic assembly, product inspection, placement, and packaging removal.
White-glove delivery includes only the services expressly stated in the accepted order. Unless specifically included, it does not include structural installation, anchoring, wall mounting, gas or propane connection, electrical work, plumbing, pool placement, crane service, construction, site modification, moving existing furniture, disposal of existing products, or correction of unsuitable site conditions.
The customer is responsible for confirming the exact scope of upgraded delivery before purchase.
The customer must provide accurate delivery information and disclose every condition that may affect access or delivery, including:
Before delivery, the customer must ensure that the delivery location and path are clear, safe, accessible, free of obstacles and construction debris, ready to receive the merchandise, and adequately lit when necessary. Children and pets must be kept away from the delivery path.
The carrier or delivery provider may refuse to enter or proceed through a road, driveway, property, or area it considers unsafe, inaccessible, or likely to damage the vehicle, merchandise, or property.
Additional services required because of inaccurate, incomplete, or undisclosed access information may result in customer responsibility for actual charges such as redelivery, storage, alternative vehicle service, additional labor, long-carry service, special equipment, return freight, reconsignment, and handling.
Freight and upgraded delivery generally require an appointment. The carrier may contact the customer by telephone, text, email, or another communication method. The customer is responsible for ensuring that BOXHILL and the carrier have a current recipient name, telephone number, email address, and delivery address.
Delivery windows are estimates and are not exact appointment times unless the carrier expressly confirms otherwise. The customer or an authorized adult must be available when required.
A delivery may be unsuccessful when no authorized recipient is present, the customer does not respond to scheduling attempts, the address is incorrect, access is blocked or unsafe, the property cannot accommodate the vehicle, required equipment is unavailable, the site is not ready, the customer requests a delay after shipment, or the customer refuses conforming merchandise.
The customer may be responsible for actual charges resulting from an unsuccessful delivery, including redelivery, storage, detention, reconsignment, address correction, return freight, handling, and additional carrier services.
A properly documented refusal based on severe visible transit damage is addressed separately below and will not be treated as an ordinary customer refusal. Refusing conforming merchandise does not cancel the order or automatically create a right to a refund.
Customers must review the shipping address before approving or submitting an order. Address changes requested before shipment may be possible but are not guaranteed.
After a product ships, an address change may not be possible, carrier approval may be required, delivery may be delayed, rerouting or reconsignment charges may apply, and the carrier may require delivery to the original destination.
BOXHILL is not responsible for delays or additional costs resulting from an incorrect or incomplete address supplied by the customer. An address change may also affect sales tax, freight cost, carrier availability, delivery service, product restrictions, and estimated delivery time.
Customers should not order merchandise until they can reasonably receive it within the expected timeframe. BOXHILL and its manufacturers are not long-term storage providers.
If a customer cannot receive merchandise after it is ready or in transit, BOXHILL may, when available, request a carrier hold, arrange warehouse storage, reschedule delivery, or return the shipment to the manufacturer or warehouse. The customer may be responsible for resulting storage, handling, carrier detention, redelivery, return freight, reconsignment, and warehouse or insurance fees. Any complimentary storage period must be expressly confirmed in writing. Storage is subject to availability and is not guaranteed.
A customer may designate a receiving warehouse, designer, contractor, installer, property manager, employee, family member, neighbor, concierge, doorman, or other recipient to accept delivery.
A recipient designated by the customer acts as the customer's authorized delivery representative. The recipient's signature, inspection, acceptance, damage notation, failure to note visible damage, or refusal of the shipment may affect the customer's freight claim and will generally be treated as the customer's delivery action.
Customers using a receiving warehouse are responsible for applicable receiving, inspection, storage, local delivery, assembly, installation, packaging removal, redelivery, and other warehouse fees.
BOXHILL is not responsible for damage occurring after delivery to the customer's designated recipient. This does not prevent a properly documented concealed-damage claim for damage that was present when the designated recipient accepted the shipment.
The customer or authorized recipient must inspect each shipment as thoroughly as reasonably possible at delivery. This is particularly important for freight shipments.
Before signing the proof of delivery or delivery receipt:
Do not write only "box damaged." Describe the actual condition, such as "left side of carton crushed," "pallet broken," "two cartons missing," "protective wrap torn and metal frame exposed," "tabletop visibly cracked," or "driver would not permit inspection."
When an electronic signature device is used, ask the driver to enter the damage notation before signing and request a copy or photograph of the completed record.
Signing without noting obvious visible damage may materially impair BOXHILL's ability to recover from the carrier or manufacturer. It does not automatically eliminate rights that cannot legally be waived.
When damage or shortage is visible at delivery:
To preserve evidence and allow BOXHILL to begin the claim process promptly, initial notice of visible freight damage should be submitted on the delivery date and preferably no later than 24 hours after delivery.
Whenever reasonably possible, contact BOXHILL before refusing freight. The affected item may be refused when the product is visibly and materially damaged, the packaging is severely compromised, the product is exposed and appears damaged, the shipment is unsafe to unload, a major component is missing, or BOXHILL instructs the recipient to refuse it.
When only one item or carton is materially damaged, the recipient should refuse only the affected item when the carrier permits a partial refusal.
If BOXHILL cannot be reached and the shipment is clearly and substantially damaged, refuse the affected merchandise, state the specific reason on the delivery receipt, photograph the shipment, obtain a copy of the completed receipt, and notify BOXHILL immediately.
Damage to exterior packaging does not necessarily mean that the product is damaged. When the apparent damage is limited to the packaging, document the condition and accept the shipment unless the merchandise is visibly damaged or the shipment is unsafe.
Concealed damage is damage that could not reasonably be discovered before the product was unpacked. Customers must unpack and inspect merchandise promptly after delivery.
To preserve evidence and support a timely carrier or manufacturer review, initial notice of concealed damage should be submitted as soon as it is discovered and preferably no later than 48 hours after delivery.
The customer should photograph the unopened packaging, photograph each stage of unpacking when possible, photograph the damage and all labels, preserve all packaging, stop assembly or installation, avoid altering the product, and avoid attempting a repair without written authorization.
The expedited 24-hour and 48-hour reporting periods in this policy are intended to preserve evidence and improve the likelihood of a successful resolution. They are not intended to shorten any formal carrier-claim period or eliminate any legal right that cannot be waived. A delayed report may nevertheless impair available evidence and limit the remedies BOXHILL can obtain from a carrier or manufacturer.
Customers must also promptly notify BOXHILL when a shipment contains a missing carton, missing component, incorrect product, incorrect finish, incorrect quantity, or another material order discrepancy. A visible shortage should be noted on the delivery receipt. Do not install, alter, discard, or extensively use incorrect merchandise while the issue is under review.
Merchandise returned without written authorization may be refused, returned to the customer, held pending customer instructions, or subject to actual storage, handling, and return-shipping expenses.
BOXHILL is not responsible for merchandise sent to an incorrect address or unauthorized recipient. Sending merchandise back does not create automatic return eligibility.
BOXHILL may limit discretionary change-of-mind returns or decline future transactions when there is reasonable evidence of fraud, return fraud, misrepresentation, altered documentation, unauthorized substitution, excessive or abusive return patterns, intentional product damage, use followed by attempted return, unauthorized resale activity, or other misuse of the return process.
Any restriction will not eliminate rights relating to defective, damaged, incorrect, or nonconforming merchandise that cannot legally be waived.
Freight and product damage claims must be submitted through the BOXHILL Return or Damage Claim form.
A complete claim may require:
The customer must retain the merchandise, packaging, pallet, crate, and shipping materials until BOXHILL provides written authorization to discard, repair, return, or otherwise dispose of them. A carrier or manufacturer may request an inspection.
Without prior written authorization from BOXHILL, do not repair, install, alter, refinish, return, relocate, remove, discard, or dispose of damaged merchandise or packaging, and do not incur repair, labor, installation, removal, storage, transportation, or disposal costs.
Unauthorized expenses may not be reimbursed, even when the underlying claim is otherwise valid. BOXHILL, the manufacturer, and the carrier must have a reasonable opportunity to inspect the condition and determine an appropriate resolution before third-party work begins.
Depending on the circumstances, an appropriate remedy may include replacement parts, touch-up materials, professional repair, product replacement, carrier inspection, manufacturer review, refund, or another commercially reasonable resolution.
The appropriate remedy depends on the nature and extent of the damage, product condition, product availability, whether the issue can reasonably be repaired, manufacturer and carrier requirements, applicable written warranties, the accepted order documents, and applicable law.
To the fullest extent permitted by law, BOXHILL may determine the appropriate remedy after reviewing the facts and available options. This discretion does not eliminate a right provided by an applicable written warranty, a right concerning materially nonconforming merchandise, a refund or other remedy required by law, or any right that cannot legally be waived.
Normal material variation, reasonable manufacturing tolerance, expected outdoor aging, ordinary wear, improper installation, misuse, and damage occurring after delivery are not freight damage.
After delivery is completed, the customer is responsible for protecting and safely handling the merchandise.
Damage caused after delivery by the customer, a family member, contractor, receiving warehouse, mover, installer, landscaper, property manager, neighbor, or another third party is not freight damage. This includes damage occurring while moving merchandise from curbside, removing merchandise from a pallet, carrying it through the property, unpacking, assembling, installing, storing, or placing it.
This section does not prevent a properly documented concealed-damage claim for damage that was present when the shipment was delivered. Customers and authorized recipients should photograph the shipment before moving and unpacking it whenever reasonably possible.
When parcel tracking states that a shipment was delivered but the customer cannot locate it, the customer should promptly check all entrances, gates, porches, side yards, mailrooms, and parcel lockers; ask household members and neighbors; contact the property manager or concierge; review available security-camera footage; and contact the carrier.
If the parcel remains missing, notify BOXHILL as soon as possible and preferably no later than 72 hours after the recorded delivery. BOXHILL will assist with available carrier tracing or claim procedures.
The 72-hour period is an expedited reporting request and does not eliminate a right that cannot legally be waived.
BOXHILL is not responsible for theft or loss occurring after a carrier properly completes delivery at the contracted address, except to the extent required by law or covered by an applicable carrier claim. Customers concerned about unattended parcel delivery should contact BOXHILL before shipment to determine whether signature service or an alternative arrangement is available.
Title to merchandise passes to the customer upon full payment, as further stated in the BOXHILL Terms & Conditions.
Risk of loss passes to the customer when the carrier completes delivery at the contracted delivery point stated in the accepted order.
For standard curbside freight, the contracted delivery point is generally the curb, driveway entrance, property entrance, loading area, building entrance, or other first safe and accessible ground-level location selected by the carrier.
For threshold, room-of-choice, white-glove, or another upgraded service, the contracted delivery point is the location included in that purchased service.
Risk of loss also passes when a customer-designated receiving warehouse or other authorized recipient accepts delivery.
This allocation remains subject to the customer's rights concerning documented freight damage, concealed damage, missing merchandise, incorrect merchandise, nonconforming goods, applicable warranties, and rights that cannot legally be waived.
Orders shipped outside the contiguous United States may be subject to additional freight, duties, taxes, customs, brokerage charges, documentation charges, port charges, remote-area fees, extended transit times, and destination-specific restrictions.
Unless expressly stated otherwise, the customer is responsible for duties, taxes, brokerage, customs, and destination charges and must provide complete and accurate import and destination information.
Refusal to pay required duties or accept an international shipment may result in return freight, customs charges, storage, abandonment fees, brokerage charges, and other actual costs. These charges may be deducted from an otherwise approved refund to the extent permitted by law and the Return Policy.
International and non-contiguous orders may have limited return eligibility. Customers should review the Return Policy and obtain written confirmation before ordering.
Return and customer-requested cancellation eligibility is governed by the BOXHILL Return Policy. This Shipping Policy does not create an independent right to return or cancel merchandise.
Refusing conforming merchandise does not cancel the order, does not automatically create a right to a refund, and may result in storage, redelivery, return-freight, and handling charges. A properly documented refusal based on severe visible freight damage is governed by the freight-damage sections of this policy.
Shipping, freight, white-glove delivery, assembly, placement, storage, and related service charges are generally nonrefundable after the applicable service has been performed. This does not apply when BOXHILL made a material shipping error, a charge relates to unshipped merchandise canceled under an applicable legal right, the customer is legally entitled to a refund, the service was not performed, or BOXHILL expressly agrees otherwise in writing.
BOXHILL may update this Shipping Policy periodically. Changes will be posted with a revised "Last Updated" date.
An accepted order will generally remain governed by the Shipping Policy in effect when the order was accepted unless the customer agrees to a change, a change is required by law, or the accepted order documents expressly state otherwise.
For questions about outdoor furniture shipping, freight delivery, site access, current lead times, or a custom shipping quote, contact:
Boxhill & Co., LLC
Email: help@shopboxhill.com
Telephone: +1 (520) 351-0053
Website: shopboxhill.com
Shipping time depends on product availability, production requirements, manufacturer location, destination, and delivery method. In-stock products may ship relatively quickly, while made-to-order outdoor furniture may require several weeks or months of production before freight transit begins. The product page, quote, or order confirmation provides the best available estimate for a specific product.
Curbside freight delivery means the carrier delivers the shipment to the first safe and accessible ground-level location, generally near the curb, driveway entrance, property entrance, loading area, or building entrance. It does not include moving the furniture into a home, garage, courtyard, or backyard, or unpacking, assembly, installation, or packaging removal.
White-glove delivery may be available for select products and destinations. Availability, price, and included services vary. White-glove service must be confirmed before purchase and expressly included in the accepted order.
Shipping costs may be based on product dimensions, weight, pallet count, freight class, shipping origin, destination, residential or commercial classification, and delivery service. Large orders or orders containing several quantities may qualify for a custom freight quote.
Not necessarily. BOXHILL sources products from multiple manufacturers and shipping locations. Items may ship separately when they have different production schedules, origins, carriers, or packaging requirements.
Photograph the shipment before moving it, note all visible damage on the delivery receipt, preserve the product and packaging, and contact BOXHILL immediately. Initial notice of visible damage should preferably be submitted within 24 hours. Initial notice of concealed damage should preferably be submitted within 48 hours. Do not repair, install, discard, or remove damaged merchandise before receiving written instructions from BOXHILL.
Refuse the affected item when it is visibly and materially damaged, severely compromised, unsafe to unload, or when BOXHILL directs you to refuse it. Whenever reasonably possible, contact BOXHILL before refusing delivery. Minor exterior packaging damage does not always mean that the product is damaged, so photograph and document the condition carefully.
Not with standard curbside freight delivery. Moving merchandise into a backyard, courtyard, garage, home, or final placement location requires an upgraded service or separate labor arranged by the customer.
Contact BOXHILL immediately. An address change may be possible before shipment but is not guaranteed. Address changes requested after shipment may result in delay, rerouting charges, reconsignment charges, or carrier refusal.
Unless expressly stated otherwise, free shipping includes standard parcel service or standard curbside freight service to an eligible contiguous U.S. address. It does not automatically include threshold delivery, white-glove delivery, assembly, installation, placement, packaging removal, storage, or redelivery.
