Shipping & Delivery Policies

Lead Times

Most products are made to order and may arrive in multiple shipments. Once part or all of your order is en route, we’ll email you tracking information. For orders containing items with varying lead times, the longest lead time will apply to the entire order.

NOTES:

  • Orders placed after 3pm ET may be processed the following business day.

  • For prepaid accounts, lead times begin once payment is received and processed. Stated lead times do not apply to orders containing 50 or more of a single item. To confirm lead times before ordering, contact us at commercial@polywood.com.

White Glove Delivery Experience

We partner with white-glove delivery providers to offer this premium service, which includes delivery, on-site assembly, furniture placement, and removal of all packaging materials. Please note: White Glove Delivery does not include installing hanging systems for swings, fire burner kits for fire pit tables, or removing old furniture.

Fees

White Glove Delivery incurs an additional cost per order, not per item. Fees vary based on factors such as size, weight, quantity, and delivery location, etc.  This can be estimated for you by doing a “Request a White Glove Shipping Quote”.

Qualifying Orders and Products

Most POLYWOOD products are eligible for White Glove Delivery. Some exceptions may apply; eligibility is confirmed at checkout.

NOTES:

  • Available only for addresses in the contiguous U.S.

  • Please note any special delivery instructions or potential obstacles (stairs, service elevators, restricted access) in the “Shipment & Delivery Notes” box at checkout.

Expected Delivery Dates

Orders ship from our facilities in Syracuse, Indiana, and Roxboro, North Carolina. Transit times within the U.S. are 2–9 days on average, depending on destination, order size, and weather. Larger orders may ship via LTL or full truckload.

Delayed Shipping Date Requests

If you cannot receive your shipment within a specific timeframe, use the “Request Delayed Ship Date” box at checkout to provide your preferred date.

Shipment Notifications

When your order ships, you’ll receive an email with tracking information. Carriers typically contact you to schedule delivery.

  • Standard delivery: The shipment is placed at the curbside or loading dock of your shipping address; packaging and pallets are not removed.

Freight Shipment and Delivery

For freight deliveries:

  • Allow 1–3 business days for tracking to update.

  • Standard freight: Delivered curbside or to a dock; no assembly or packaging removal.
    Carriers will contact you to confirm your delivery appointment. Delays in arranging delivery may result in storage fees.

  • An adult (18+) must be present to sign the POD.

Delivery Inspection:  Inspect your entire order at delivery. Note any damage, incorrect items, or packaging concerns on the Proof of Delivery (POD) before signing, then report issues immediately by email at commercial@polywood.com.

Special Instructions: Add them in the “Shipment & Delivery Note” field at checkout. Requests are subject to driver's discretion, and additional carrier fees may apply.

International Shipments

For delivery outside the contiguous U.S., emai. commercial@polywood.com with your shipping address and a list of products you’d like to purchase.

NOTE: We cannot ship to P.O. boxes.

Shipping Address Changes

Our ability to update your shipping address depends on tax status:

  • Taxable orders: Address changes are not permitted after purchase to comply with tax regulations and prevent fraud.

  • Non-taxable orders: If the order has not shipped, we can update the address.

If an address cannot be changed and the order has not shipped, we can assist with cancellation so you can place a new order with the correct address. New orders are subject to current lead times and pricing. Contact us at commercial@polywood.com.

NOTE: New orders will be subject to current lead times and pricing.