This Shipping Policy explains how orders are processed, shipped, and delivered by Residence Supply (“Residence Supply,” “we,” “us,” or “our”). By placing an order on residencesupply.com, you agree to the terms outlined below, which are incorporated into our Terms & Conditions.
1. Shipping Methods & Estimated Timelines
All shipping and delivery timeframes displayed on our website, product pages, or order confirmations are estimated delivery ranges, not guaranteed delivery dates. These estimates are provided in good faith and are based on current production schedules, processing time, and carrier performance at the time of purchase.
Estimated delivery timeframes include applicable production or processing time unless otherwise stated.
If an order is expected to materially exceed the estimated delivery timeframe, we will provide updated information regarding the order status and work with the customer to review available options in accordance with applicable law. Available options may include continued delivery, updated delivery estimates, replacement where appropriate, or cancellation and refund where required by law.
1.1 Standard Free Shipping
Handling Time:
3 business days
Estimated Delivery:
15–20 business days after order placement
Details:
Orders placed with Standard Free Shipping enter our production or preparation queue. Once production is complete and the order is handed off to the carrier, tracking information will be provided. Delivery timing after shipment is dependent on carrier performance and destination.
1.2 Priority Processing + Free Shipping
Handling Time:
3 business days
Estimated Delivery:
10–20 business days after order placement
Details:
Priority Processing places your order ahead of standard orders in our production queue, which may reduce overall processing time. While this option accelerates production, it does not guarantee a specific delivery date. Once the order ships, delivery timing is dependent on carrier performance.
2. Order Cutoff Time
Orders placed after 5:00 PM EST are considered placed on the following business day for processing purposes.
3. Manufacturing & Production Lead Times
Many Residence Supply products are made to order or handcrafted.
Estimated delivery timeframes provided at the time of purchase include applicable production and processing time unless otherwise stated.
Intricate or specialty fixtures may require additional production time, which may affect overall delivery estimates.
During production, shipment tracking information may not display movement until the item has completed production and has been tendered to the carrier for initial scanning.
If production is expected to materially exceed the estimated delivery timeframe, updated information regarding the order status will be made available, and available options may be reviewed in accordance with the order status and applicable law.
4. Modifications & Cancellations
Requests to modify or cancel an order must be submitted within 12 hours of purchase by emailing help@residencesupply.com.
Once an order has entered processing or production, it cannot be modified or canceled and will be governed by our Return Policy and/or Warranty Policy, as applicable.
5. Address Accuracy & Delivery Responsibility
You are responsible for providing complete and accurate shipping information at checkout.
Residence Supply is not responsible for delays, losses, or non-delivery resulting from incorrect or incomplete addresses provided by the customer.
If tracking information shows a package as “delivered,” we encourage customers to first verify delivery by checking with the carrier, confirming the shipping address, and reviewing nearby or alternate delivery locations. If the package cannot be located after these steps, customers should contact us promptly so we can assist in reviewing delivery details and, where appropriate, support an investigation with the carrier.
Packages returned to us due to address errors, refusal, or failure to accept delivery will be handled in accordance with our Return Policy.
6. Taxes, Duties & International Orders
Domestic Orders:
Applicable sales tax may be collected at checkout where required by law.
International Orders:
Customers are solely responsible for all customs duties, import taxes, brokerage fees, and local government charges.
Residence Supply has no control over customs processes or fees and cannot predict or reimburse these charges.
7. Optional Shipping Protection
7.1 Coverage
Customers may add Optional Shipping Protection at checkout for $9.95. This optional service provides enhanced packaging and priority handling in the event of shipping-related issues.
This optional service includes:
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Enhanced protective packaging (additional foam and reinforced packing methods)
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Priority support and expedited resolution for shipping-related loss or damage during carrier transit, subject to claim review
Loss or damage during carrier transit may still be addressed under Residence Supply’s standard support processes and Warranty Policy. Optional Shipping Protection provides priority handling and expedited resolution where applicable.
This optional service does not limit or replace Residence Supply’s standard responsibilities under applicable law or our Warranty Policy.
7.2 Claims With Shipping Protection
If loss or damage occurs during transit:
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Customers should contact us promptly and submit required documentation
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Claims are reviewed under the terms of our Warranty Policy, with priority handling applied where Optional Shipping Protection was purchased
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Approved claims may result in replacement, repair, or other appropriate resolution, based on documented evaluation of the claim, order status, and applicable policy terms
The Optional Shipping Protection service fee is non-refundable once purchased, as it covers enhanced packaging and priority handling services initiated at fulfillment.
8. Damage on Arrival & Shipping Claims (Important)
If your order arrives damaged, you must follow the claim procedures outlined in our Warranty Policy.
This includes, but is not limited to:
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Clear photos of the outer shipping box
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Photos of inner packaging materials
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Photos and/or videos of the damaged product
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Photo of the shipping label
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Confirmation that all packaging has been retained
Packaging must be retained until the claim is fully resolved. Discarded packaging may result in claim denial due to carrier requirements.
Damage or loss claims that do not meet documentation requirements may be denied or limited.
9. Delayed Deliveries
Once an order has been handed to the carrier, delivery timelines are dependent on carrier operations and are outside of our direct control. While carrier delays may occur, we actively assist customers by providing shipment tracking information and support in addressing delivery-related issues.
Delays may occur due to:
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Weather conditions
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High shipping volume during holidays or promotional periods
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Carrier operational issues
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Customs clearance processes for international orders
If a carrier delay is expected to materially exceed the estimated delivery timeframe, updated information regarding the order status will be made available, and available options may be reviewed based on the order status and applicable law.
Available options may include continued delivery, updated delivery estimates, or other resolution options consistent with the order status and applicable law.
10. Risk of Loss & Title
Residence Supply remains committed to assisting customers with delivery-related issues in accordance with applicable law and this Shipping Policy. For U.S. orders, delivery is evidenced by carrier tracking to the shipping address provided at checkout. While risk of loss may transfer upon handoff to the carrier, delivery issues such as loss, damage, or misdelivery are reviewed on a case-by-case basis. We work with customers and carriers to investigate reported delivery issues and determine appropriate next steps based on delivery confirmation, available information, order status, and applicable
policies. For EU and UK consumers, risk of loss transfers upon actual delivery to the customer in accordance with mandatory consumer protection laws.
11. Tracking & Order Status
Tracking information is sent via email once your order ships.
You may also view tracking details in your account under “My Orders.”
Tracking updates are provided by carriers and may take time to populate after shipment.
12. Frequently Asked Questions
Where is my order?
Use the tracking number provided in your shipment confirmation email or your account order history.
Can I change my shipping address?
Address changes are only possible within 12 hours of order placement by emailing help@residencesupply.com.
13. Contact Us
For shipping-related questions or assistance, contact us at:
📧 help@residencesupply.com
Residence Supply
1582 NW 108th Ave
Miami, FL 33172
United States