Order Confirmation:
As soon as you place your order you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your chosen payment method for the purchase.
As soon as we receive your order we automatically check to confirm that your order is in stock and available for immediate shipment. If your item is on back-order or unavailable we will void the pre-authorization and reach out to you via e-mail to see if alternate arrangements can be made.
Order Shipment:
If your order is in stock and we process the charges to your chosen payment method it will ship within three to five business days from the date of your order.
Handling time: 3 to 5 business days (Mon-Fri).
Transit time: up to 7 business days (Mon-Fri).
Total delivery time: Estimated delivery time based on customer locations. 3-12 business days (Mon-Fri).
We will send you shipping confirmation within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.
If you do not receive shipping confirmation from us within four business days of your order feel free to follow up with us at support@stillhavensupply.com.
Ground Parcel Shipping
Small packages are delivered directly to your business or residence via standard ground shipping. Tracking information will be emailed to you as soon as your order ships. Please inspect all packages upon delivery; if there is any damage, note “Damaged” on the receipt, refuse the package, take clear photos, and contact us immediately at support@stillhavensupply.com.
Freight Shipping
Large or oversized products ship via freight and are carefully palletized for safe transit. Deliveries will typically be made curbside; the freight carrier will contact you to schedule delivery. Upon arrival, inspect the shipment carefully; if damage is present, note “Damaged” on the delivery receipt, refuse the shipment, take photos, and contact us immediately.
Freight Delivery Requirements and Responsibilities
Due to the size and weight of freight shipments, your cooperation and availability are essential for a smooth delivery. Once your order arrives at the local freight terminal, the carrier will contact you at least one business day in advance to schedule a delivery window. This window is generally 2–3 hours, though it may be longer depending on the carrier’s routing. Please note that we cannot guarantee a specific delivery time or date beyond what the carrier provides. You or an authorized representative must be reasonably available to receive and inspect your shipment during the scheduled window.
Additional Shipping Charges
Any changes to your delivery services after your order has shipped may result in additional shipping fees that you, the customer, will be responsible for. This may include, but is not limited to:
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Changing the delivery address (reconsignment)
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Requesting upgraded delivery services
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Terminal storage fees if no one is available to accept delivery
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Redelivery fees due to refusal or missed appointments
Please contact support@stillhavensupply.com if you have questions or need help coordinating your freight delivery.
International and Non-Contiguous U.S. Shipping
For shipments to Alaska, Hawaii, Puerto Rico, U.S. territories, or international destinations, shipping charges for warranty replacements or damaged items are not covered by StillHaven Supply LLC at any time after the initial delivery. Customers are fully responsible for shipping costs during any warranty or replacement period.
Return Shipping
Customers are responsible for all return shipping charges on items being returned or exchanged. We strongly recommend insuring your return shipment with a reliable carrier such as FedEx or UPS. StillHaven Supply LLC is not responsible for loss or damage during return transit, and any damage claims must be filed with your carrier. Shipments refused without prior approval from StillHaven Supply LLC may incur restocking fees based on the item’s condition or the original shipping costs, whichever is greater.
International Orders:
We currently only ship within United States of America.
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery or do not agree to accept the delivery.
Damages must be reported to support@stillhavensupply.com within 24 hours of delivery.
If you do accept delivery you are required to immediately take photos using your smart phone or camera of the damaged packaging or products inside the packaging.
If your item(s) do arrived damaged please send photos to support@stillhavensupply.com, then visit our Returns page for more information for starting a return claim.