Order total excluding shipping must be over $349.99. *Free Shipping applies only to the contiguous United States of America and is sent Economy. Processing times can vary but we strive to ship all pending orders within 3-5 business days. Processing times are contingent on size, complexity, and availability of items on the order. Custom items, including hammock nets, will have individual lead times based on fabrication time. After we ship your order, you can expect to have it arrive within 1-3 business days (4-8 days for the west coast or international) depending on the distance from our warehouse to your shipping address. If you need the item sooner than a week, please upgrade the shipping method or call us to discuss options and estimates. Oversized items are excluded from free shipping. These items generally must be picked up or sent by freight carrier. Please contact us for details, verification, or shipping estimates.
Pickups in Exton, PA, are also available by appointment (for most items in our store).
International orders may be subject to Duties and Taxes by the receiving country. These Duties and Taxes are the sole responsibility of the recipient. Since the amount varies depending on the country, TreeHouse Supplies, Inc. is not able to estimate the amount prior to shipping the order. If you have questions about Duties and Taxes, you should contact the appropriate government office in your receiving country and determine the amount you will be required to pay. If you refuse to pay the duties and taxes, the shipping company will deny delivery of your order and return it to TreeHouse Supplies, Inc. If this happens, we will deduct the cost of the return shipment from your refund amount. If we receive a bill for duties and taxes unpaid by you the customer, we will invoice you for those fees.
We will not ship to freight forwarding companies. We use Fedex to deliver all of our worldwide shipments.
Express Order Restrictions:
Express orders must be received by 2pm EST to be guaranteed to ship that day. Express orders received after that time will be sent out the following day. Some exceptions may be made but they are at the sole discretion of Tree House Supplies, Inc. If you have an emergency and need parts delivered by express service, but have missed the cut-off time, contact us and we will try to accommodate you. We may charge a fee if the shipment has to be hand delivered to the commercial shipper. The fee is based on a case-by-case basis. Some products that require customization or special orders are not available for immediate shipping - i.e. Bridge Kits, Rustic Swings. If you are unsure, contact us for clarification.
TENTSILE SHIPPING POLICY
We are currently offering Free Shipping for all orders of Tentsile products over $99. Average shipping times are 3-5 days, and there are no taxes or duties added to the quoted purchasing price for these territories.
We offer Route as a tracking and insurance service for the safe delivery of your high ticket items. Route will be added at checkout and they will replace your unit if it is damage, lost or stolen. You are able to take Route off your order, but this will be at your own risk.
Our offer of Free Shipping applies only to the first attempt of delivery. It is your responsibility to use the tracking number provided, to ensure that delivery can take place on the first attempt. You may be charged at local rates for a second attempt.
Please note that if you change your mind after the product has shipped, the return shipping cost will be deducted from your refundable amount. We do not accept PO Box addresses.
If you still have questions, please get touch with our Customer Service team and they will be happy to help provide you with a shipping quote. contact us
ROUTE PACKAGE PROTECTION
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.
If you experienced an issue with your order, please file a claim with Route’s team here.
What is Route Package Protection?
Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Package Protection can be added during checkout.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Package Protection and looking to file a shipping issue online? File here
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
In both cases, the Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
When Should I File a Claim?
Marked As Delivered (Stolen)
Stuck In Transit (Lost)
Damaged
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Route Insurance Solutions, which is a licensed insurance producer. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.
FAQs for Full Coverage Customers
What is Route Package Protection?
Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. We're providing Package Protection to each order free of charge.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Package Protection and looking to file a shipping issue online? File here
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included for merchants who do not have Automatic Issue Resolution (AIR), also known as Resolution via Platform (RVP).
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.
When Should I File a Claim?
Marked As Delivered (Stolen)
Stuck In Transit (Lost)
Damaged
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Route Insurance Solutions, which is a licensed insurance producer. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.
NEED A LITTLE HELP?
Helpful Resources
Try our bank of helpful resources- from our Treehouse Supplies Blog to instructional videos, installation guides and handy downloads.
We are here to make it easy!
