Shipping

Dispatch

Orders are picked in the order they arrive. Standard orders placed before 2:00pm Eastern
on a business day are generally dispatched the same or the next working day. We do not
dispatch on weekends or United States public holidays.

You will receive a dispatch email with a tracking number as soon as the carrier scans the
parcel. If you have not received that email within three business days of ordering, write to
us — something has gone wrong and we would rather hear about it early.

Services and costs

Freight items

Cabinets, roller units and anything over sixty pounds ship by freight rather than parcel
carrier. Freight is quoted at checkout because it depends on the delivery address and whether
the destination has a loading dock.

• We telephone or email to agree a delivery window before the carrier sets out.
• Kerbside delivery is standard. The driver is not able to carry an item indoors or upstairs.
• Please inspect the pallet before signing. Note any damage on the carrier’s paperwork.

Where we ship

We ship to all fifty United States, including PO boxes for parcel-sized items. We do not
currently ship outside the United States, and we do not ship freight items to PO boxes or
to addresses without a reachable road.

Tracking and delays

Tracking updates come from the carrier, not from us, and they sometimes stall for a day or
two mid-route without anything being wrong. If tracking has not moved for four business days,
contact us and we will open a trace with the carrier on your behalf.

If a parcel arrives damaged

1. Photograph the outer carton before opening it, including the shipping label.
2. Photograph the item itself and the packing inside.
3. Send both to support@ilzelindustries.store within seven days of delivery.

We will send a replacement or refund in full. We do not ask you to return a damaged item
before we put the replacement in the post.

Lost parcels

If a carrier marks a parcel delivered and it is not there, tell us within fourteen days.
We will open a carrier investigation and, in the great majority of cases, replace the order
while that investigation runs rather than making you wait for its outcome.

How we pack

Hand tools travel in plain corrugate with paper void fill. Edged tools are sheathed and
taped so nothing can work loose in transit. Cabinets and chests ship on a pallet, strapped
and corner-protected, with the drawers blocked so they cannot slide during handling.

We do not double-box for the sake of it, and we do not use plastic air pillows. If an item
arrives with the packaging intact and the product damaged, that is a packing failure on our
side and we want to know about it so we can change how that line is packed.

Split shipments

If one item in an order is a freight line and the rest are parcel-sized, we normally split
the shipment so the small items are not held behind the pallet. You will get two dispatch
emails and two tracking numbers. You are never charged twice for shipping on a split we chose
to make.

Address accuracy

Carriers charge a correction fee for an address that has to be amended in transit, and a
redirected pallet can add a week. Please check the delivery address at checkout, particularly:

• Apartment, unit or suite numbers — these are the most common omission.
• Business names, where delivery is to a trade counter or a loading bay.
• A contact telephone number for freight, which the carrier needs to book a window.

Sales tax

Sales tax is calculated at checkout from the delivery address and is shown before you pay.
Where we have no obligation to collect in a state, none is added. We do not add handling
charges, fuel surcharges or any fee that was not visible before payment.

Backorders

We do not take payment for stock we cannot ship. If a line sells out between your order and
our pick, we contact you with a date and you choose: wait, substitute, or cancel that line for
a refund. We will not quietly hold an order open for weeks.