Shipping policy

Damage in Shipping  

For Small Parcel Shipments:
WITHIN 24 HOURS OF DELIVERY:

  • Inspect all items and check for any damage or missing packages that may have occurred during shipping.
  • If there is damage or shortage in shipment, KEEP ALL PACKAGING and DO NOT INSTALL.
  • We will have to report shipping damage to the shipping company right away.
  • You must provide photos of the shipping damage and of the packaging.

All shipping damage must be reported with photos of the shipping damage and of the packaging to us at service@vistafinishing.com. If you have any questions, call us at 216-243-8660.

Required photos in your damage report:

  • A photo showing the damaged item and how it was packaged inside the box
  • A photo of the damaged item
  • A photo of the packaging material used

Unfortunately, claims for shipping damage submitted without these photos cannot be accepted.

For LTL Shipments:
AT TIME OF DELIVERY: 

  • Inspect all items and check for any damage or shortages that may have occurred during shipping.
  • MARK ANY DAMAGED OR MISSING ITEMS ON THE BILL OF LADING.
  • You must notify the delivery agent BEFORE signing the Bill of Lading.
  • If there is damage or shortage in shipment, KEEP ALL PACKAGING and DO NOT INSTALL.
  • Contact Vista Finishing customer service at (216) 243-8660 or at service@vistafinishing.com right away.

WITHIN 3 DAYS OF DELIVERY:

  • Open packaging and inspect for damage and missing items.
  • CONCEALED DAMAGE: Concealed damage is defined as damage found after your items have been unpacked and the delivery agent has departed.
  • If there is concealed damage, KEEP ALL PACKAGING and DO NOT INSTALL.
  • You have 3 DAYS FROM DATE OF DELIVERY to report concealed damage.
  • You must report damage to Vista Finishing Customer Service for product replacement.
Pictures are required to process a claim for replacement. Required photos in your damage report:
  • A photo showing the damaged item and how it was packaged inside the box
  • A photo of the damaged item
  • A photo of the packaging material used
  • A photo of the Bill of Lading

All shipping damage must be reported with photos of the shipping damage and of the packaging to us at service@vistafinishing.com. If you have any questions, call us at 216-243-8660.

VISTA FINISHING CANNOT TAKE RESPONSIBILITY FOR MISSING OR DAMAGED ITEMS AFTER INSTALLATION.

Vista Finishing customer service will determine if any items must be returned to us or field destroyed based on information gathered. Vista Finishing may require a field inspection of damage before entering a replacement order. Vista Finishing is not responsible for received and installed product as it relates to freight damage.

Standard Freight Delivery
  • Delivery to building dock or lobby where none of the conditions under for "Lift Gate Service" apply (see below)
  • All deliveries must be inside an enclosed area protected from weather – delivery to an outdoor or otherwise unenclosed location will void the warranty

What is Lift Gate Service?

A lift gate is a power-assisted platform on the back of a freight trailer to enable cargo to be raised from or lowered to the curb when the delivery location does not have a loading dock.

When is Lift Gate Service Required?

You must provide a means of unloading your shipment if there is no loading dock. If your shipment weighs over 100 lbs. and there is no loading dock, Lift Gate Service must be purchased. 

Most freight trucks do not have lift gates. If your order needs a lift gate for delivery, please call us at 216-243-8660 when you place your order. Otherwise, the delivery driver will not be able to make the delivery. At that point, the delivery will need to be rescheduled with the appropriate equipment, and you will incur additional charges to pay for the second delivery attempt. In our experience, these charges will be more than the cost of ordering the lift gate service ahead of time.

Shipping Details

  • Delivery schedule: Monday – Friday, 8:00AM – 5:00PM (not including holidays.) Keep in mind that not all areas are serviced every day; some areas may be serviced only a few days per week, bi-weekly, or monthly depending on location.
  • A person of 18 years of at least age must be present to receive order.
  • Delivery carrier will call to confirm delivery date and schedule the delivery within an eight-hour or less time window.
  • Delivery must be scheduled within 10 days of receipt at delivery carrier, or additional storage fees may be charged and are the responsibility of the customer.
  • Shipping information will be collected such as, but not limited to, unit access, parking access, non-paved roads, steep driveways, road weight restrictions, and ferry access.
  • Vista Finishing requires an area that is empty, clean and dry that is large enough for easy delivery, inspection and viewing of individual cartons.
  • Communicate any special delivery circumstances to your designer prior to placing your order.
  • Delivery to your address may be limited by location or other circumstances. We reserve the right to change delivery methods and/or carriers.
  • If a scheduled delivery does not occur because of circumstances beyond the control of the delivery carrier, an additional charge will be applied to the order for re-delivery. (Example: customer not present, unable to deliver due to pertinent information not provided, etc.)
  • If a scheduled delivery cannot take place due to weather, etc., the delivery carrier will call and reschedule. (Delivery carrier is not responsible for lost time or wages.)
  • Warranty is null and void outside of the 48 United States.