Shipping policy

Shipping Policy (iProStep, LLC)

Effective date: February 9, 2026
This Shipping Policy explains how iProStep, LLC (“iProStep,” “we,” “us”) processes, ships, and delivers orders placed through our Shopify website.

Contact: support@iprostep.com | (470) 404-1676

1) Where We Ship

We currently ship to addresses within the United States (shipping availability may vary by product due to freight restrictions).

  • We do not ship flooring via freight to P.O. Boxes.

  • Some oversized/heavy items may be limited to certain regions.

2) Processing Time (Order Handling)

Order processing time depends on product type and availability:

  • In-stock items: typically process within a few business days.

  • Special-order items: may require additional time before shipment and may ship directly from the supplier.

Processing time is not the same as transit time. You will receive tracking information when your order ships (when available).

3) Shipping Methods (Small Parcel vs Freight)

Because many flooring products are heavy/oversized, your order may ship by:

A) Small Parcel Carriers (e.g., UPS/FedEx)
Used for smaller items such as tools, accessories, some trims, or sample-sized items.

B) Freight / LTL Delivery (Palletized)
Common for flooring cartons, underlayment, stair parts, tile/stone, and bulk orders. Freight deliveries are typically:

  • Curbside delivery (driver brings pallet to the curb/driveway area)

  • By appointment (carrier may call/text to schedule)

Important: Inside delivery, stairs, and room-of-choice placement are typically not included unless you select/confirm that service and pay any additional carrier fees.

4) Shipping Costs

Shipping charges (including freight) are shown at checkout when possible.

For certain large freight orders, shipping may require verification (e.g., remote delivery areas, liftgate requirement, limited access roads). If additional carrier charges apply, we may contact you for approval before shipment.

5) Delivery Appointments & Access (Freight)

Freight carriers often require an appointment.

Customer responsibilities:

  • Provide a valid phone number and delivery address at checkout.

  • Ensure delivery access for a large truck (some carriers use 48–53 ft trailers).

  • Ensure the delivery location is reachable and safe (no low bridges, restricted roads, or inaccessible driveways).

If the carrier cannot complete delivery due to access issues, incorrect address, or missed appointments, you are responsible for redelivery fees, storage fees, and return freight costs.

6) Liftgate Requirements

If your delivery location does not have a loading dock or forklift, you may need a liftgate service.

  • If you know you need liftgate delivery, please ensure it is selected (or notify us immediately after ordering).

  • If liftgate service is required but not arranged, the carrier may:

    • reschedule delivery with additional fees, or

    • refuse delivery.

Any additional liftgate or accessorial fees charged by the carrier are the customer’s responsibility.

7) Inspecting Your Delivery (Damage / Shortage Rules)

You must inspect your shipment at delivery. This is critical for flooring and freight orders.

A) Freight Deliveries (Pallets)

Before signing the delivery receipt/BOL:

  • Inspect the pallet(s), shrink wrap, corners, and cartons for visible damage.

  • If you see damage:

    • Note it clearly on the delivery receipt (e.g., “Pallet crushed,” “Cartons torn,” “Visible damage”) before signing.

    • Take photos of the pallet, packaging, and damaged product.

If damage is severe, you may refuse delivery—but contact us immediately so we can guide you.

B) Small Parcel Deliveries

Take photos of any box damage and the items inside.

Reporting Deadline

You must report damage, wrong items, or missing items within 48 hours of delivery to: support@iprostep.com
Include your order number and clear photos of:

  • the product damage

  • the packaging

  • shipping labels (for small parcel) or delivery documents (for freight)

Failure to report within 48 hours may limit our ability to file a freight/supplier claim.

8) Product Color / Lot Variation

Flooring and tile/stone can vary by dye lot, batch, grain, or shade. Photos online and samples are representative. Variation is not considered shipping damage.

9) Address Changes & Order Corrections

If you need to change your shipping address, contact us immediately.

  • If the order has not shipped, we may be able to update the address.

  • If the order has shipped, address changes may not be possible and may result in carrier fees or return freight costs billed to the customer.

10) Delivery Delays

Carrier delays can occur due to weather, holidays, labor shortages, mechanical issues, or other events beyond our control.

iProStep is not responsible for delays caused by carriers or events outside our control. Shipping charges are not refundable due to carrier delays.

11) Local Pickup (If Available)

If local pickup is available for your order, it will be offered during checkout or communicated by our team. Pickup timing depends on product readiness and warehouse availability. Bring your order confirmation and a valid ID.

12) Orders with Installation

If you purchase materials with installation services, delivery may be coordinated to the jobsite based on scheduling. Installation timelines, site readiness, and access requirements are governed by your signed installation terms.

13) Related Policies

  • Returns and refunds are governed by our Return & Refund Policy (including the 14-day return window and 25% restocking fee on approved returns).

  • Installation projects are governed by our installation terms/contract.

14) Questions

Email support@iprostep.com or call (470) 404-1676 with your order number and we’ll help.