Most of our ground shipments require a signature due to the high value of the items. Once shipped, you will receive a tracking number. If you are unsure of how to track, or need any assistance, we can be reached via phone 888-715-3007 or chat 8:00 am to 5:00 pm Monday-Friday. If a package hasn't been delivered and is potentially lost, we do need time to research before immediately shipping another. If a package is shown as delivered and there is a signature (proof of delivery) you will need to file a claim directly with the carrier (USPS, UPS, FedEx) Please note that local drivers are going to be familiar with the routes and are the best place to start. We are unable to reship these items at no cost. If you need assistance with your claim, we would be happy to assist however we can.
If you are not planning on using accessory items (adhesive, tips applicator gun, router bits, sinks, counterbalance, abrasive kits) within 3 business days of receipt, it's imperative you still inspect the items at time of delivery. Once your item has been delivered the time frame to report any type of damage or shortage is 3 business days from the day received. Once something is in a customers possession for this length, we have no way to determine how it has been stored or treated. To report a damaged accessory item please contact our customer service department at 888-715-3007 or any other method available such as chat. Any notification of damage made outside of this time frame will not be considered.
In no event will SolidSurface.com be liable for any loss or damage, including but not limited to lost profits or incidental or consequential damages that result from the defective or damaged items shipped.