Shipping And Returns
*Free Shipping on all orders (excludes 6' roll products)* - Free shipping applies to orders within the contiguous 48 states for standard ground shipping only. Expedited options are excluded.
We hope to be able to answer all of your questions related to shipping and returns here. If you don't find the information you need, please contact us at (888) 349-3645 or via email so we can assist you.
Billing
We charge when we ship. Some payment providers require we process the payment sooner and in full, prior to shipping. If this happens, it will reflect on your receipt. You will receive a separate payment receipt for each charge. If your order is split into more than one shipment you will receive an email with a receipt after each.
Shipping Options
We ship via FedEx and LTL carriers based on the shipment size, weight and final destination. Our product specialists will work with you to get your products to you exactly where you need them, when you need them and we have several options for expedited shipping at nominal fees if you need something FAST.
FedEx is our preferred method for ground shipping. The chart below gives you the standard transit time for products shipping from our warehouse in Urbana, Iowa. Our team goal is to have any in-stock item shipped within 24 hours of your order and we strive to ship the same day on orders received before 4:00 PM Central Time. Transit times noted below do not include the day the order is placed, Saturdays, Sundays or US Holidays.
Note: These fulfillment and transit times may not apply if all or part of your order is custom built by the manufacturer or drop-shipped directly from a manufacturer. In those cases our product specialists will clearly identify the lead time and transit time for your order when it is placed.
Special Destinations: Call us for shipping rates to Alaska and Hawaii, standard charted times may not apply. Please note, if delays occur with carriers due to inclement weather, we cannot guarantee your order will arrive by the quoted delivery time.
Expedited Shipping: All in-stock items are eligible for expedited shipping. You can choose from 2-Day Guaranteed shipping on our website, or contact us for additional options. If you absolutely must have next day delivery, please call us to place your order so we can verify your items are in stock and ensure that it is shipped right away - we will do our best get you what you need. Orders placed after 2:00 PM Central Time cannot be guaranteed for next day delivery if placed online.
Please visit the FedEx package tracking website to check on shipment statuses once you have received your tracking numbers. FedEx guaranteed ship dates are guaranteed by FedEx and not EcoFoil, however, we will do our best to assist you in tracking your package after it leaves our facility.
LTL Shipping: Prices are Freight On Board, Urbana, Iowa. Partial delivery shipments and shipments to Alaska, Hawaii, and Puerto Rico will incur freight charges. Freight charges are dependent upon carrier rates and therefore subject to change without notice. Please talk to a product specialist for the most current pricing information.
Returns
We have a longstanding commitment of providing our customers with the best possible service every time they shop with us. We take great pride in exceeding our customers’ expectations and building lasting relationships. Returns must be approved in advance. Please call (888) 349-3645 or e-mail customerservice@ecofoil.com to obtain your Return Authorization (RA) number prior to shipping any product to us.
Important guidelines for all EcoFoil returns:- All returns must be clearly labeled with your RA number.
- Returns must be in like new/unused condition to receive a refund.
- Returns may only be made within 30 days of receipt of your order.
- Customers are responsible for any costs related to returning the merchandise. We recommend using a carrier that will provide a tracking number for the shipment and offers insurance. If the item(s) arrive to us damaged, we will provide photos of the damages and/or make the package available to your carrier for inspection so that you may file a claim with your carrier.
- Shipping charges for the original order are non-refundable.
- A 20% restocking fee will be deducted from the product refund.
Damaged Products or Lost Packages
Your satisfaction is our success, therefore, our goal is to get your products to you on time and in perfect condition. Occasionally, something happens along the way to prevent that. Please let us know right away so we can make it right.
Damaged/Defective Products Should your items arrive damaged, defective or missing; please contact us within 10 days of receipt so that we can work with you to ship replacements or missing items right away. For defective items please be prepared to tell us in detail or share a photo of what is wrong with the product so we can use that information to prevent other customers from having the same issues.
Lost or Damaged Packages Should your order not arrive or the package is damaged, and you don't receive a satisfactory response from the shipping carrier, we want to help. Please contact us within three days after delivery (or the date it was expected to be delivered) and follow these guidelines to expedite the claim process:
- Inspect every shipment for lost, missing or damaged merchandise (be sure to count containers if your shipment came in multiple containers.)
- Sign the freight carrier's bill as short, damaged or incomplete to record the issue.
- Obtain the signature of the carrier for the lost or damaged merchandise.
- If you provide us with an incorrect address, please contact us right away so that we may try and re-route the shipment. However, if you do not contact us in time, the order will come back to our warehouse when they are unable to deliver it to you. In this instance, we will refund your order, minus the shipping charge and you will need to resubmit it via our website or over the phone.
