Shipping

How Will Your Order Ship?

Your free shipping method depends on the size of your Touchstone product. Small items like replacement remote controls arrive in the mail. TV lift mechanisms and most fireplaces arrive by ground carrier such as FedEx or UPS. Oversized fireplaces and TV lift cabinets arrive on a pallet via freight truck.

Shipping Methods for Touchstone Products

SHIPPING CARRIER	GROUND (FedEx, UPS)	FREIGHT LIFT GATE TRUCK	USPS U.S. POST OFFICE
	Sideline 28, 36, 40, 45, 50, 60 & Forte Sideline Steel 50, 60 & Forte Sideline Elite 42, 50, 60 & Forte Sideline Outdoor – All Products TV Lift Mechanisms – All Products	Sideline 72, 84 & 100 Sideline Elite 72, 84 & 100 Sideline Infinity – All Products Chesmont – All Products TV Lift Cabinets – All Products	Replacement remote controls Spare parts Service parts
NOTIFICATIONS	Email from Touchstone with carrier shipment tracking	Email from Touchstone with carrier shipment tracking	Email from Touchstone with carrier shipment tracking
UNPACKING & SETUP	You are responsible for unpacking your Touchstone Product, disposing of packing material and placing/installing the product in your house.	You are responsible for unpacking your Touchstone Product, disposing of packing material and placing/installing the product in your house.
DELIVERY SERVICES	These deliveries are handled the same way as any FedEx or UPS ground shipment, so they can be left when you are not home. Touchstone is responsible for the delivery only to the point that the package is dropped off, so please be aware of any possible issues with a drop off delivery if you are not home, or if weather is an issue.	FREIGHT-Lift Gate Service includes bringing the fireplace to your curbside, but it is not unpacked or placed in your home. For more on Freight shipping, see full details below and visit our Lift Gate Freight Delivery page. TV Lift Cabinets Only: Cabinets arrive completely assembled, with the TV lift installed in the cabinet (excluding the Elevate series). Factory installation of the TV lift is available for an additional $100.00 on Elevate family cabinets.

Shipping Policies

In Home Delivery

Touchstone does not offer or imply in-home delivery is offered without an additional charge. Home delivery is not necessarily available, even if you would like to pay for that service.

Working With a Contractor?

Although shipment tracking is a helpful tool in estimating delivery time, we highly recommend waiting until your order arrives before scheduling 3rd party installation or additional help. Touchstone is not responsible for costs associated with scheduling conflicts with 3rd party installers due to delayed shipments.

Shipping Damages

CHECK YOUR DELIVERY CAREFULLY!

Please check your order for missing or damaged items. Claims for missing or damaged items must be reported within 14 days of date of delivery. Claims submitted 14 days from date of delivery will be denied.

Carrier Delivery

Touchstone reserves the right to choose which carrier handles your product shipment. For ground and freight shipments, the carrier company manages the delivery schedule. Once a shipment is in the hands of the carrier, we cannot change addresses or arrange delivery on a certain date. We can give you an estimate, but that is subject to the information the carrier gives to us. If you have questions about your shipment, we are here to help. Call us at 1-800-215-1990.

Shipping to an APO/FPO Address

We can only ship USPS packages to APO/FPO addresses, which, for Touchstone, means remotes, spare parts or service parts.

Please note, there may be additional fees to APO/FPO addresses.

What If My Address Info Is Incorrect and My Delivery Is Not Completed?

If a shipment cannot be delivered and is returned due to an incorrect address, you are responsible for shipping fees from Touchstone and back to Touchstone.

If a freight shipment is returned because your location cannot be reached, this is considered a return, which is subject to our standard Return Policies.

Lift Gate Freight Truck Delivery Scheduling

Most freight carriers will not call to schedule your delivery. Some local carriers may call in advance. You will be notified with your tracking number, and you can use that tracking number to get an estimated delivery date.

NON-APPOINTMENT OR APPOINTMENT FREIGHT SHIPPING

You will be notified which freight shipping process (non-appointment or appointment) is used with your order in your order confirmation email and tracking emails.

For Non-appointment Freight Delivery: You will receive an estimated delivery date from the carrier. The carrier will not provide a specific delivery day, time, or window.

• A signature is not required, but we recommend you monitor your tracking number and try to be home on that day.
• The delivery will be placed on your curb, whether you are home or not, which means you are responsible for moving it off the curb.

For Appointment Freight Delivery:  As stated above, some of our carriers will call in advance to set up a delivery appointment. If so, you will be required to be home and provide a delivery signature.

• The delivery is made on a full-size freight truck using a lift-gate. (Lift gate is a hydraulic lift on the back of the semi-truck that lowers freight from truck to the ground.
• Our carriers will leave your pallet delivery at curbside, which means you are responsible for moving it off the curb.

Freight Truck Shipping to a Remote Area

Hard to reach remote areas are subject to additional handling fees, and that applies to products sold as “free shipping”. If you are shipping to a remote location, we will contact you to let you know about additional charges. Please feel free to call us at 1-800-215-1990 in advance if you think you are in a remote area and would like us to confirm any additional fees.

Touchstone cannot always know if your area is remote or if your location will cause a difficult delivery. For example:

• You live on a steep hill that the truck cannot navigate.
• You are at the end of a cul-de-sac which makes it unreachable by a full-size semi-truck.
• You live on dirt or gravel road or a vacant building.

You must let us know about remote location issues when you place your order. Touchstone is not responsible for shipping costs on products not delivered because the shipping carrier cannot reach your location or is turned away.