Shipping Timelines & Protocol
ORDER & SHIPPING ACCURACY: Our Customer Service team sends an email with a sales order confirmation attached for every order placed. Upon receipt of the email, please check to ensure that all items are entered correctly and that the ship to address is accurate. Should you have any changes please reply to the email as quickly as possible. We will assume that the order is correctly entered if no amendments are promptly received. Customers requesting changes to a destination after the order has left our warehouse will be assessed a fee and invoiced.
IN STOCK ITEMS: Items that are in stock are shipped within 1-5 days of the order being placed. Shipping charges are added to the invoice and payment is processed in full. Our Customer Service team sends an email with tracking and a copy of the paid invoice.
BACK ORDERED ITEMS: If the item(s) ordered are on back order our Customer Service team will send an email with an estimated shipping date. At that time, you can opt to wait and secure the incoming stock with a 50% deposit or you may cancel the order. Once the stock is received at our warehouse the order will ship. The balance due, plus shipping, is processed prior to the carrier picking up the order. Our Customer Service team sends an email with tracking and a copy of the paid invoice.
FACTORY ORDERS: If the item(s) ordered are not part of our stock rotation, a production request is submitted to our factory. Prior to that, our Customer Service team will send an email with the estimated shipping date noted. We require an emailed response either approving the timeline or cancelling the order. If the timeline is approved a 50% deposit is required to secure the order. Once secured the production request is submitted to our factory. Factory orders cannot be cancelled once the deposit has been paid.
ESTIMATED SHIPPING DATES: We email every customer a Sales Order Confirmation where an estimated shipping date is noted. This is most relevant if the order was on backorder or part of our factory production. Once a shipment arrives at our warehouse, it takes roughly a week to fulfill all orders. Please allow a 5–7-day grace period around the estimated date provided. We always email tracking details and a copy of the invoice when your order has shipped.
**PLEASE NOTE ETA’S ARE SUBJECT TO CHANGE**: Our factory is producing on schedule. At this time, the steamship lines & ports are overwhelmed by the demand as everyone is catching up due to the global shutdown in 2020. The delays we are running into are dictated by weather, port congestion and customs processing. Unfortunately, we have no control over any of those factors. If we receive an update with a delay of more than a week to your estimated ship date, we will email you with a revised estimated shipping date.
FREIGHT: Our various carriers will deliver to commercial, receiver and residential. Shipping residential is at a premium rate due to the extra charges assessed by the carrier. Residential Freight deliveries require an appointment. We must have the name and phone number for the paperwork and the contact must be available to setup the appointment and meet the carrier at the designated time. There are additional charges for storage and re-delivery. NOTE: this is not white glove service. The carrier will deliver to the residence, but they will not unpack boxes or haul any packing material away.
SHIPPING SURCHARGE: Due to the current global supply chain challenges our industry continues to experience we have applied a temporary Shipping Surcharge of up to 10%. We hope you understand and we promise this will be removed as soon as we see some normalization. MBH is subsidizing the increased cost and only passing along a small portion to customer orders. We sincerely thank you for your continued patronage and please let us know if you have any questions
DAMAGES: ALL shipments must be inspected upon arrival. If a freight box is damaged, this must be reported at time of delivery and documented on the bill of lading. Photos should be taken of the damaged box(es). Open and inspect all items immediately and report any issues, have them documented on the bill of lading and take supporting photos. Contact the MBH Customer Service team immediately. ALL damages must be reported and documented within 48 hours of delivery for replacement and/or refund consideration.
Mainly Baskets | 2197 Canton Road, Suite 107 | Marietta, GA. 30066