Shipping Policy

Effective Date: June 30, 2026Website: https://platosurfaces.comBusiness Name: Plato Surfaces

This Shipping Policy explains how Plato Surfaces processes, ships, and delivers orders placed through our website.

1. Order Processing

Orders are processed after payment is received and order information is confirmed.

Most in-stock items are prepared for shipment within 1 to 3 business days. Processing times may vary depending on product availability, order size, custom requests, warehouse volume, holidays, or other circumstances.

Business days are Monday through Friday, excluding weekends and holidays.

2. Shipping Locations

Plato Surfaces currently ships orders within the United States, unless otherwise stated at checkout or confirmed in writing.

Some products may not be available for shipping to all locations due to size, weight, carrier limitations, freight restrictions, or delivery area restrictions.

3. Shipping Methods

Shipping methods may include parcel carriers, ground shipping, freight carriers, local delivery, or other delivery services depending on the product size, weight, quantity, and destination.

Large, heavy, fragile, or bulk orders may require freight shipping.

4. Shipping Costs

Shipping costs are calculated based on the order total, product size, product weight, delivery location, carrier rates, and shipping method.

Any shipping charges will be shown at checkout before payment is completed, unless a custom quote is required.

Plato Surfaces may offer free shipping promotions from time to time. Free shipping may be limited by order value, product type, delivery area, weight, freight requirements, or other conditions.

5. Free Shipping

If free shipping is offered, it applies only to eligible orders and eligible delivery areas.

Free shipping does not necessarily include special delivery services such as inside delivery, liftgate service, appointment delivery, expedited shipping, re-delivery, address correction, storage fees, or other carrier accessorial charges unless specifically stated in writing.

6. Estimated Delivery Times

Delivery times are estimates only and are not guaranteed.

Estimated delivery may be affected by:

  • Product availability
  • Carrier delays
  • Freight scheduling
  • Weather conditions
  • Holidays
  • Incorrect shipping information
  • Remote delivery locations
  • High shipping volume
  • Unexpected transportation issues

Plato Surfaces is not responsible for carrier delays after an order has shipped.

7. Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Plato Surfaces is not responsible for delays, lost shipments, extra fees, or failed delivery caused by incorrect, incomplete, or inaccessible shipping addresses.

If a shipment is returned because of an incorrect address, refusal, missed delivery, or customer-related issue, additional shipping fees may apply.

8. Freight and Heavy Item Delivery

Some products may ship by freight carrier due to size, weight, or fragility.

Freight deliveries may require the customer or an authorized person to be present at the time of delivery. The carrier may contact the customer to schedule a delivery appointment.

Freight delivery is typically curbside delivery unless otherwise stated. Curbside delivery means the carrier delivers the shipment to the curb, driveway, or accessible delivery point. It may not include inside delivery, unpacking, moving products into the building, or carrying items upstairs.

Customers are responsible for arranging proper help, equipment, or labor to move heavy items after delivery.

9. Inspecting Your Shipment

Customers should inspect all packages and products carefully at the time of delivery.

Before signing for a freight delivery, check for visible damage, broken packaging, missing items, or signs of mishandling. If damage is visible, note the damage on the delivery receipt before signing.

If possible, take photos of the packaging, pallet, product, shipping label, and damaged area.

10. Damaged Items

If your order arrives damaged, contact Plato Surfaces as soon as possible with:

  • Order number
  • Photos of the damaged product
  • Photos of the packaging
  • Photos of the shipping label
  • Description of the damage
  • Delivery receipt showing damage notes, if applicable

Damage claims may be denied if the product was installed, cut, altered, used, discarded, or if the packaging was thrown away before the claim was reviewed.

11. Missing or Incorrect Items

If you receive the wrong item or your order is missing an item, contact us as soon as possible with your order number and photos of what you received.

We will review the issue and determine the appropriate solution, which may include replacement, correction, refund, or another resolution at our discretion.

12. Delivery Refusal

Customers should not refuse delivery unless the shipment is severely damaged or the wrong shipment was sent.

If a customer refuses delivery without approval from Plato Surfaces, return shipping charges, storage fees, carrier fees, or restocking fees may apply.

13. Lost Packages

If tracking shows that a package was delivered but you did not receive it, contact the carrier and Plato Surfaces as soon as possible.

Plato Surfaces will assist with available carrier claim information, but we are not responsible for stolen packages, incorrect addresses, or packages marked delivered by the carrier.

14. Custom Orders and Special Orders

Custom orders, special orders, custom-cut items, and made-to-order items may require additional processing time before shipment.

Estimated shipping dates for custom or special orders are not guaranteed unless confirmed in writing.

15. Local Pickup or Local Delivery

If local pickup or local delivery is available, instructions will be provided during checkout or by Plato Surfaces after the order is placed.

Customers picking up an order must inspect the product before leaving the pickup location. Once the product is picked up, the customer is responsible for safe loading, transportation, handling, and storage.

16. Shipping Changes After Order

If you need to change the shipping address or shipping method after placing an order, contact us as soon as possible.

We cannot guarantee changes after an order has been processed, packed, shipped, or scheduled for freight delivery.

Additional fees may apply for address changes, re-routing, re-delivery, storage, or other carrier charges.

17. Contact Us

For shipping questions, delivery issues, or damaged shipment claims, please contact Plato Surfaces through the contact information provided on our website.