Shipping Information
Lighthoof ships for free in the continental US. Terms of shipment are FOB. Once product leaves our dock, liability for loss or damage passes to the customer.
At the time of purchase, customers are encouraged to opt in for shipping protection. This provides coverage for excess value coverage (over $100 per package) for UPS losses. In the event that a UPS package is lost, shipping protection allows us to immediately file a claim on your behalf. Generally claims are processed in 3-4 business days. If this is not selected at checkout, UPS claims will be limited to a maximum of $100 per package. Reimbursement will not occur until the claim is processed, and approval of claims are not guaranteed.
Excess shipping coverage will also be offered for LTL freight shipments, regardless of carrier. Reimbursement rates without excess value coverage varies from across carriers. Should shipping protection be declined, Lighthoof will pursue the best replacement value possible. However, full value is not guaranteed and refunds are often delayed.
In all cases, replacement product will need to be purchased and any reimbursements received on freight claims will be returned to the customer. Any shipping damage and/or shortages must be declared within 24 hours of product receipt in writing and include photos. Reports outside of that timeframe will not be considered.
UPS Shipments
Orders of 10 and fewer panels usually ship within 3 business days via UPS Ground from our manufacturing facility in Houston, TX. Any shipments of more than 10 panels via UPS requires the purchase of shipping protection.
LTL/Freight Shipments
Larger orders ship via LTL economy freight. Generally these depart within 3 business days from ordering. We are currently seeing 2 weeks for delivery from the time of shipment to certain areas of the country like OR, WA and New England, significantly more for areas like UT, WY, MT.
If you need your larger order more quickly, we do offer a premium shipping service. Prices vary based on destination and quantity, but usually will be in the $10-$20 per panel range. If you have the ability to ship to a commercial facility with a loading dock, we can usually upgrade you without a fee.
You will receive a phone call ahead of time to schedule an appointment - likely from an 800 number - at the phone number provided on your order. The truck will have a liftgate to lower the skid to the ground - but you will need to be able to move a pallet from the drop area. Please inspect the shipment for damages before signing the delivery receipt. Your signature on the delivering carrier's freight Bill Of Lading (BOL) constitutes acceptance of the merchandise as is and in good order.
Note - someone MUST be available to sign for the shipment. The freight carrier will not leave a skid without signature.
Limited Access - Freight
All freight deliveries will arrive, in most cases, in a full size 48 - 53 ft tractor trailer truck, (such as long-haul trucks you might see on the freeway system). It is the customer's responsibility to notify us at the time of order if your delivery location potentially has limited access issues. Additional delivery charges may apply for addresses which are not accessible by a commercial vehicle (such as a long, winding mountain road or gravel road with seasonal restrictions). Should you live on an inaccessible road, you may have to meet the driver in another location or pick up your shipment at the local terminal. Should you have a limited access situation you will need to inform us at the time of order to avoid re-delivery fees which will be accessed by the freight company should they attempt delivery and not be able to reach your destination.