Shipping Policy
1. Order Processing Time
Most in-stock orders are processed and prepared for shipment within 2–3 business days after payment is received. Processing times may vary for large orders, special handling requirements, or carrier scheduling.
Carrier transit and delivery times are estimates and are not guaranteed. AFW does not normally process or ship orders on weekends or holidays. Carrier delivery schedules may vary.
2. Shipping Rates & Quotes
Due to the size and nature of our store fixtures, freight charges are calculated based on shipment weight, dimensions, destination, and delivery requirements.
Please provide accurate delivery information when requesting a freight quote, including whether the location is commercial or residential and whether a loading dock, forklift, liftgate, limited-access service, or delivery appointment is required.
Additional carrier charges resulting from incorrect or incomplete delivery information, address changes, redelivery, storage, reweighing or reclassification, or services not disclosed at the time of the quote may be billed separately.
Most large fixture orders are shipped via LTL freight carriers.
3. Customer-Arranged Freight
Customers may arrange pickup using their own carrier or freight account. When transportation is arranged by the customer, the customer is responsible for coordinating the carrier and handling any transit-related freight claims directly with the carrier after the shipment has been released to the customer-selected carrier.
AFW will provide pallet dimensions and shipment information as available to assist with carrier arrangements.
4. Local Pickup (By Appointment Only)
Local pickup is available at our Atlanta, GA distribution center for authorized wholesale customers.
Appointment Required: Please contact us in advance to schedule a pickup time. Walk-ins are not accepted.
Vehicle Requirements: Please ensure that your vehicle is suitable for safely transporting pallets or large store fixtures.
Handling fees may apply to orders prepared for customer pickup or customer-arranged freight.
5. Blind Drop Shipping Program
Blind drop shipping is available to qualified wholesale distributors. AFW invoices, pricing, and promotional materials are not included with blind drop shipments.
A distributor-provided packing slip may be included upon request if supplied before the order is processed.
We do not market or sell directly to your customers.
Please note that carrier-generated labels, tracking pages, or delivery documents may display shipment origin or warehouse information outside of AFW’s control.
6. Delivery Inspection & Freight Damage
All shipments should be inspected carefully at the time of delivery. Any visible damage or shortage should be clearly noted on the carrier’s delivery receipt before signing.
If concealed damage is discovered after delivery, please notify AFW within 3 business days and provide photos of the damaged merchandise, packaging, pallet, and shipping labels.
Please retain all damaged merchandise, cartons, pallets, and original packaging until the claim is resolved. The carrier may require an inspection, and damaged merchandise or packaging should not be discarded before the claim is completed.
Failure to note visible damage at the time of delivery may limit our ability to file a freight claim or provide replacement merchandise at no cost.
AFW will review each reported damage claim and determine the appropriate resolution based on the circumstances.
Return Policy
1. Return Authorization
Please contact AFW before returning any merchandise. All returns must be authorized by AFW prior to shipment or delivery back to our warehouse. Unauthorized returns may be refused.
2. Return Window
Returns of eligible merchandise may be requested within 30 days of the original delivery or pickup date.
3. Eligibility
To be eligible for return, merchandise must be unused, unassembled, unaltered, in its original packaging, and in resalable condition. Items that have been assembled, installed, used, modified, or damaged due to customer handling, storage, installation, or use are not eligible for standard return.
4. Return Shipping, Restocking & Non-Refundable Charges
Customers are responsible for return shipping costs unless the return is due to an error by AFW or another issue approved by AFW.
Applicable restocking fees may apply and will be confirmed as part of the return authorization.
Original freight charges, handling fees, and other shipping-related service charges are non-refundable unless otherwise approved by AFW.
5. Refunds & Credits
Approved refunds or credits will be processed after the returned merchandise has been received and inspected by AFW.
Refunds will be issued using the original payment method or another method agreed upon by AFW and the customer.
6. Incorrect or Defective Merchandise
If you receive incorrect merchandise or believe an item is defective, please contact AFW promptly with your order information and photos of the product. We will review the issue and provide further instructions.
Please do not return merchandise without prior authorization.
To request a return, report a shipping issue, or ask a question about this policy, please contact us at: sales@americanfixturewarehouse.com