Shipping policy

Where We Ship

Alterra Living currently ships within the contiguous United States.

We do not currently ship to Alaska, Hawaii, U.S. territories, P.O. boxes, APO/FPO addresses, or international destinations.

Certain oversized products may have additional geographic or delivery restrictions based on freight carrier availability.

Processing Time

In-stock orders are typically processed and prepared for shipment within 3–5 business days.

Processing times may be longer during holidays, promotional periods, or periods of unusually high order volume.

Processing time is separate from transit and delivery time.

Standard Delivery

Products eligible for standard parcel shipping typically arrive within 3–7 business days after leaving our warehouse.

Delivery estimates are provided as a general guideline and are not guaranteed.

Oversized & Freight Delivery

Large or oversized products may be shipped by freight carrier.

Freight orders typically arrive within 5–10 business days after leaving our warehouse, depending on the destination and carrier availability.

The freight carrier may contact the customer to schedule or coordinate delivery. Customers are responsible for providing accurate contact information and being available to receive their shipment.

Unless specifically stated otherwise, freight delivery is curbside. Customers are responsible for moving the product from the delivery location into their home, business, or desired location.

Customers should inspect freight shipments upon delivery and note any visible damage on the delivery receipt or Bill of Lading before accepting the shipment.

Delivery Delays

Once an order has been transferred to the carrier, delivery dates and times are estimates and may be affected by weather, carrier delays, holidays, transportation disruptions, or other circumstances outside Alterra Living's control.

Alterra Living is not responsible for carrier delays outside of our reasonable control.

Failed, Missed or Refused Deliveries

Customers are responsible for providing a complete and accurate delivery address and for being available to receive deliveries that require an appointment or signature.

If a delivery cannot be completed because the customer is unavailable, refuses the shipment, provides an incorrect address, fails to schedule or accept delivery, or otherwise prevents successful delivery, the customer will be responsible for any additional carrier charges, including storage, redelivery, return freight, and related fees.

Orders refused for reasons other than documented shipping damage are not eligible for a refund.

If a refused or undeliverable shipment is returned to Alterra Living, any refund or store credit provided, if applicable, will be reduced by the original shipping costs, return freight charges, storage fees, redelivery charges, and any other costs incurred as a result of the failed delivery.

Shipping Damage

Customers must inspect their order promptly upon delivery.

Any damage, defect, missing item, or incorrect product must be reported to Alterra Living within 48 hours of delivery. Customers should retain the product and all original packaging while the claim is being reviewed.

For freight deliveries, visible damage should be noted on the carrier's delivery receipt or Bill of Lading at the time of delivery.

Please refer to our Return & Refund Policy for additional information regarding damaged or incorrect items.