Our shipping policy tries to answer all your questions. For a quick look at our most commonly asked questions, click here for our Shipping FAQ.
All in-stock orders normally are shipped within 1-2 business days. Normal business days are Monday - Friday, 8am to 5pm Mountain Time. Orders received on Saturday and Sunday will be processed the following Monday. Back orders and drop-shipments from other manufacturers are shipped usually within 1-3 weeks.
All orders are shipped complete unless instructions to back order or cancel back orders are received at the time the order is placed. We will follow up on any order approaching the scheduled due date that will not be able to ship complete. Please let us know if your order is time-sensitive so that we can schedule an appropriate ship date.
All orders are shipped UPS or FedEx Ground unless otherwise specified. Expedited air shipments are available.
Same-day shipping is only available if you request Expedited Shipping (Overnight, 2 Day, and 3 Day service) and when the order is received before noon (Mountain Time) on normal business days. If you are unsure your online order will be received before noon, please call and place your order by phone. Only in-stock items are available for same-day shipment.
If a product is out-of-stock, it usually takes 1-3 weeks to receive it. If you need something faster, please call and inquire whether the item is available for an expedited drop ship. The customer will pay any expedited costs from the manufacturer.
Our online shipping costs are based on UPS zone rates; however, Xylem Design may use any major carrier to ship your product.
Due to the irregular sizes of some of our products, the online shipping costs may differ from actual costs. The carrier may add charges that can't be calculated by the shipping software. We reserve the right to change the shipping costs. If we do so, you will notified and we will get your approval before we ship your product.
Our major carrier is UPS. US Postal Services are used for APO/FPO and non-continental USA addresses. Trucking companies are used for large orders.
All shipments are insured for damage and loss. If a package arrives damaged, note the damage and call us immediately. If the driver is still present, ask that the damage be noted. This will expedite shipping claims. Do not discard product or packaging. The carrier may wish to inspect the package before paying a claim. Xylem Design is not responsible for any delay caused by the shipping company. We will help the replace product(s) in a timely manner.
Ask for the "Adult Signature Required" option if you don't want the driver to leave your package at your doorstep, which is often important for residential deliveries to apartment complexes where no one will be home during regular delivery hours. Xylem Design is NOT responsible for any loss or damage due to packages left at the door step.
Regular delivery hours are Monday-Friday, 7-5. We do not guarantee the arrival date of the packages for residential deliveries. See the UPS map for an estimated arrival date.
U.S. POSTAL SERVICES: At this time, we use Postal Services only for shipping to APO/FPO and non-continental USA addresses.
NON-CONTINENTAL USA ADDRESSES: Yes, we ship to Hawaii, Alaska, Puerto Rico, Guam, and the U.S. Virgin Islands addresses, using UPS Air (NextDay or 2nd Day) or U.S. Postal Service. You must call and order by phone to get proper shipping charges.
FREIGHT CARRIERS: Upon request, we will use freight carriers for large orders. We generally use Yellow Freight, but can work with any specified carrier.
We will ship anywhere in the world. Customers are responsible for duties and tariffs. Please call 800-333-9953 or E-mail for a shipping quote.
Please unpack your order and report any shortage or damage immediately! We cannot be responsible for damaged shipments not reported within 5 days of delivery. All shipments are insured for damage and loss. If a package arrives damaged, note the damage and call us immediately. If the driver is still present, ask that the damage be noted. This will expedite shipping claims. Do not discard product or packaging. The carrier may wish to inspect the package before paying a claim. Xylem Design is not responsible for any delay caused by the shipping company. We will help replace the product(s) in a timely manner.
Please inspect your shipment carefully upon arrival. Customers have 5 days from delivery to report any discrepancy between what was ordered and what was actually shipped.
Contact us by phone, 800-333-9953 or e-mail to file a report. Replacement orders are sent regular ground. If your order was time sensitive, let us know so we can expedite delivery.
Drop shipments are available for our resellers and dealers at no additional cost. Please place drop shipment order by fax, 970-493-7468, or phone 800-333-9953.
If you have any questions or comments on our policies, please feel free to contact us.Order Fulfillment