Shipping Terms

Active Merchant is committed to fast, reliable delivery of your orders. This document outlines our shipping policies, delivery timeframes, and terms for domestic shipments within the United States.

1. Shipping Coverage

1.1 Service Area

We currently ship to all 50 states within the United States, including:

• Continental United States (CONUS)
• Alaska and Hawaii (with extended delivery times)
• U.S. territories (contact us for availability)

1.2 Address Requirements

We ship to both commercial and residential addresses. Please ensure your shipping address is:

• Complete and accurate
• Includes apartment, suite, or unit numbers when applicable
• Accessible for standard carrier delivery
• Able to receive packages during business hours (for commercial addresses)

2. Shipping Methods and Timeframes

2.1 Standard Shipping Options

Method	Delivery Time	Cost
Ground Shipping	5-7 business days	$12.95 flat rate
Express Shipping	2-3 business days	$24.95 flat rate
Priority Overnight	1 business day	$45.00 flat rate
Bulk/Freight	7-14 business days	Calculated at checkout

2.2 Free Shipping Thresholds

We offer free ground shipping on qualifying orders:

• Orders over $500: Free standard ground shipping
• Bulk orders meeting MOQ: Free or discounted shipping (contact for details)

3. Processing Times

3.1 Order Processing

Orders are typically processed within:

• Standard Orders: 1-2 business days
• Bulk Orders: 2-5 business days
• Custom Orders: 5-10 business days (varies by product)

3.2 Order Cutoff Times

Orders placed before 2:00 PM MST (Mountain Standard Time) on business days will typically ship the same day. Orders placed after this time will be processed the next business day.

3.3 Business Days

Business days are Monday through Friday, excluding:

• Federal holidays
• Company closure days (communicated in advance)

4. Bulk and Freight Shipping

4.1 Large Order Logistics

Orders exceeding certain weight or size thresholds require freight shipping:

• Weight: Over 150 lbs total
• Dimensions: Packages exceeding carrier standard limits
• Quantity: Bulk orders meeting MOQ may qualify for freight

4.2 Freight Delivery Requirements

Freight shipments require:

• Commercial address with loading dock (preferred) or forklift access
• Signature upon delivery
• Availability during business hours
• Inspection of shipment before carrier departure

4.3 Residential Freight Delivery

Residential freight delivery is available but may incur additional fees ($75-150) and require:

• Curbside delivery (driver will not bring items inside)
• Adequate space for freight truck access
• Customer responsible for moving items from curb to final location

5. Shipping Costs

5.1 Cost Calculation

Shipping costs are calculated based on:

• Package weight and dimensions
• Destination address
• Selected shipping method
• Order total and eligibility for free shipping

5.2 Alaska and Hawaii

Shipments to Alaska and Hawaii incur additional surcharges:

• Extended delivery times (add 3-5 business days)
• Additional shipping fees (calculated at checkout)
• Limited express shipping availability

6. Order Tracking

6.1 Tracking Information

Once your order ships, you will receive:

• Shipment confirmation email
• Tracking number
• Estimated delivery date
• Link to carrier tracking portal

6.2 Tracking Updates

Tracking information is typically available within 24 hours of shipment. Updates may be delayed during:

• Weekends and holidays
• Peak shipping seasons
• Weather-related delays

7. Delivery Issues

7.1 Failed Delivery Attempts

If a carrier is unable to deliver your package:

• A delivery notice will be left at the address
• You may be able to pick up from a local carrier facility
• After 3 failed attempts, packages may be returned to us
• Return shipping fees may apply for reshipment

7.2 Incorrect Address

If you provide an incorrect shipping address:

• Contact us immediately if you realize the error
• We may be able to intercept and redirect the package (fees apply)
• Once delivered to the address provided, we cannot be responsible for retrieval
• Reshipment to correct address will incur additional shipping charges

7.3 Lost or Stolen Packages

For packages marked as delivered but not received:

• Check with neighbors and household members
• Verify the delivery location with tracking details
• Contact us within 48 hours of marked delivery
• We will work with carriers to investigate
• Claims must be filed within 7 days of delivery date

8. Damaged Shipments

8.1 Inspection Upon Delivery

Inspect all packages upon delivery:

• Note any visible damage on delivery receipt
• Photograph damaged packaging
• Do not discard packaging for at least 7 days
• Report damage to us within 48 hours

8.2 Damage Claims

To file a damage claim, provide:

• Photos of damaged product
• Photos of packaging (all sides)
• Order number and tracking number
• Description of damage

We will process damage claims and provide replacement or refund as appropriate.

9. Customs and International (Future)

Currently, Active Merchant ships within the United States only. We are working to expand international shipping capabilities. International customers should:

• Contact us for potential custom arrangements
• Consider using freight forwarding services
• Check back for updates on international shipping

10. Peak Season Shipping

10.1 High-Volume Periods

During peak seasons (holidays, back-to-school, etc.), expect:

• Extended processing times (add 1-3 business days)
• Longer carrier delivery times
• Earlier order cutoff deadlines for guaranteed delivery

10.2 Holiday Shipping Deadlines

Guaranteed delivery deadlines for major holidays will be communicated on our website and via email at least 3 weeks in advance.

11. Shipping Restrictions

11.1 Restricted Items

Certain products may have shipping restrictions:

• Items containing lithium batteries (power banks) may have carrier restrictions
• Oversized items may not be eligible for expedited shipping
• Some products cannot ship to certain states (rare, will be noted on product page)

12. Undeliverable Packages

Packages returned to us as undeliverable due to:

• Incorrect address provided by customer
• Refusal of delivery
• Failed delivery attempts with no response

Will be subject to:

• Original shipping fees (non-refundable)
• Return shipping fees charged by carrier
• Restocking fee (15-25% for bulk orders)
• Reshipment fees if you want the order resent

13. Carrier Selection

We use trusted national and regional carriers:

• UPS
• FedEx
• USPS (for select lightweight items)
• Regional freight carriers (for bulk shipments)

Carrier selection is at our discretion based on destination, package size, and shipping method selected.

14. Signature Requirements

Signature upon delivery may be required for:

• Orders over $1,000
• All freight shipments
• Deliveries to high-risk areas (at carrier discretion)
• Customer request (additional fee may apply)

15. Contact for Shipping Questions

For shipping inquiries, tracking assistance, or delivery issues, please contact our logistics team: