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Shipping policy

The shipping method is determined by the size and weight of each item. Items of different sizes and weights may ship independently, by different methods, even if ordered together. Some items may be sent via UPS. Items that are too large or too heavy will be sent by truck.

If this order contains shipments that must ship via truck, then the quoted shipping charges are for standard truck delivery directed to a dock facility designated to receive freight. Someone must be present to receive truck shipments. Shipments that require a call prior to delivery, 24-hour notification, liftgate, inside delivery and/or residential delivery will incur additional charges.

All shipments will include insurance to guard against shipping damage claims.

Unless otherwise stated, freight and shipping fees will be charged for shipments to anywhere in the contiguous United States, using a carrier of our choice. Other terms may apply. At this time we cannot facilitate shipping to Alaska, Hawaii, Puerto Rico, and export orders. Any extra charges incurred for additional services, such as the Customers carrier or special handling by the carrier, must be paid by the Customer. Items back ordered from an order qualifying for prepaid shipping charges will be shipped prepaid. Title and risk of loss will pass to the Customer upon tender of shipment to the carrier. If the product is damaged in transit, Customers only recourse is to file a claim with the carrier.

Prepare for your Large Item Delivery

Before your large item delivery, do the following:

  • Ensure your phone number and address are up to date. The technician may need to contact you.
  • Update your delivery instructions for access codes, weekend delivery preferences, or any additional delivery instructions.
  • Provide a clear path for the technician from the street to where the product will be placed. This includes opening any doors, securing animals, or picking up toys.
  • Measure the intended product location and delivery path (doorways, stairways, hallways) to ensure the product can get through and fit perfectly. Product dimensions can be found on the product detail page.
  • If you are in a multi-unit complex with an elevator, make sure to secure access to the elevator prior to the delivery.
  • Inspect the item for visible damages and confirm that it is the correct item; otherwise, notify the technician immediately, do not accept delivery, and contact us.
  • An adult signature is required for large items delivery depending on your delivery service options.
  • Payment for all services, parts and materials is only handled through Shopify. The delivery agent will not handle any form of payment.

Undeliverable Packages

Occasionally, packages are returned to us as undeliverable.

When the carrier returns an undeliverable package to us Valley Box is not responsible for paying shipping and handling fees or refund the customer for this custom item. See Refund Policy.

A package might be returned as undeliverable for several reasons:

  • The address is incorrect or outdated. Usually, the package is stored for a period that can vary depending on the courier who holds it and then returns it to us. Double-check the address carefully when placing your order.
  • Our system doesn't recognize the way an address was entered, or the package was assigned to a carrier that can't deliver to that address.
  • You used a restricted address. If you send the order to a PO BOX, APO/FPO addresses, Hawaii, Alaska, Puerto Rico, outside the United States, prison, correctional facility, or other similar institution, the products may be returned to us.
  • The carrier attempted delivery but failed. Most of our carriers make more than one attempt to deliver a package. If they find that they can't successfully deliver your package, they'll return it to us.
  • The recipient refused the delivery. A gift recipient who isn't expecting a gift may refuse a package if they believe it's being delivered to them by mistake. In this case, we'll refund the gift purchaser and let them know by email. If you want to place a new order for the gift, you may want to let the recipient know that a surprise is on the way.
  • The address was illegible. In rare cases, address labels may become impossible to read in transit. If that happens, a carrier will return the package to us.
  • The package was damaged in transit. If a package is damaged while it's on its way to you, the carrier may return it without attempting delivery.

We can't re-ship orders that carriers return to us as undeliverable.

If you suspect your order can't be delivered as addressed, and you haven't received confirmation of its return or refund four weeks from the estimated delivery date, contact us.