Shipping and Returns General Overview

Shipping Policy

We’re committed to getting your Boxwood Boards order to you safely and quickly. Below are the details on processing times, tracking, delivery, and how to reach us if you need help.

Processing Times

  • Standard processing time is 3–5 business days before shipment.
  • Orders shipping outside the contiguous U.S. (AK, HI, U.S. territories, APO/FPO, or international) may require additional processing time.
  • During peak seasons, promotions, or unforeseen carrier delays, processing and transit times may be extended.

Carriers & Tracking

We primarily ship via UPS and occasionally with FedEx. A tracking number will be emailed to you as soon as your order ships. (On occasion, we may use a comparable carrier at our discretion.)

Need an update? Email us at customerservice@boxwoodboards.com.

Transit Times & Destinations

  • Contiguous U.S.: Typical carrier transit is 2–7 business days after shipment.
  • Alaska, Hawaii, U.S. territories, APO/FPO: Transit may be longer; certain items or sizes may have limited service.
  • International: Availability, duties, taxes, and transit times vary by destination (see “International Shipments & Duties”).

Address Accuracy & Changes

  • Please confirm your shipping address at checkout. Once a label is created, address changes are not guaranteed.
  • If a carrier intercept or correction is possible, you authorize Boxwood Boards to charge any applicable address correction or intercept fees billed by the carrier.
  • Undeliverable, refused, or returned-to-sender packages may incur reshipping fees. If the order is canceled upon return, original shipping charges are non-refundable and a restocking fee may apply per our Return Policy.

Signature Confirmation & High-Value Orders

  • For your protection, Boxwood Boards may require a signature upon delivery for orders valued at $150+ (before tax and shipping).
  • If you need to add or waive signature (where permitted by carrier), contact us before your order ships. Waiving signature may shift responsibility for delivery outcomes.

Risk of Loss

All items purchased from Boxwood Boards are made pursuant to a shipment contract. Risk of loss and title for such items pass to you upon delivery of the package to the carrier, to the extent permitted by law. If your package shows as delivered but you cannot locate it, please check with household members, neighbors, and your local carrier office; then contact us and the carrier to initiate a trace.

Tip: Turn on carrier notifications for real-time updates and keep an eye out for delivery attempts and door tags.

Damaged or Missing Items

  • Inspect your order upon delivery. If anything is damaged or missing, notify us within 48 hours with clear photos of the item(s) and packaging.
  • We’ll guide you through next steps and may open a carrier claim. Please keep all packaging until the claim is resolved.

International Shipments & Duties

  • International customers are responsible for all duties, taxes, and import fees assessed by the destination country.
  • Carrier brokerage fees and customs processing times vary and are outside our control.
  • If a shipment is refused or returned due to unpaid duties/taxes or customs issues, original shipping charges are non-refundable and additional return or restocking fees may apply.

Customer Service Hours

We’re available Monday–Friday, 8:00 a.m. – 5:00 p.m. (U.S. Eastern).

Questions about your shipment? Email customerservice@boxwoodboards.com.

Returns

For return eligibility, timelines, and instructions, please see our Return Policy & Cancellation Guidelines.