Shipping policy
Where we ship
Karen Pearse Home ships within the contiguous United States. We aren't able to ship internationally, or to P.O. boxes, APO or FPO addresses.
If you're in Alaska, Hawaii, Puerto Rico or the U.S. Virgin Islands, email us at hello@karenpearsehome.com with what you're after and your address, and we'll arrange shipping and send you a quote.
Shipping costs
Shipping is calculated at checkout based on the size and weight of your order, so you'll see the cost before you pay. If you'd like a shipping estimate before you order, email us with the materials, the quantities and your delivery address and we'll work it out for you.
Samples ship for a flat $6.95 anywhere in the contiguous United States.
How your order ships
All orders ship by ground. We work with several courier and freight companies and choose the one that suits the size and weight of your order. Samples and smaller tile orders travel by parcel courier, delivered to your door.
Heavier orders have to be pallet packed for transit and travel by freight, delivered by liftgate to the curb. The driver won't bring your order inside or carry it up any stairs, so please plan for how the pallet will get from the curb to where it needs to be.
Samples
We recommend ordering three to four samples of the same product before you commit to a full order. Many of our materials have natural color and texture variation, and seeing several pieces together is the only way to know what the run will look like.
Samples are cut swatches of the material, supplied in sizes ranging from approximately 4x4" to 6x6" depending on the product. Sizes shown on product pages refer to the full tile or sheet format, not the sample. Samples are final sale.
Processing and delivery times
Orders are processed Monday through Friday. Putting an order together takes 5 to 10 business days, depending on the size of your order.
We ship by ground, which takes a further 3 to 7 business days for delivery. Once your order has been processed and collected by the courier, we'll email you with your tracking information. All lead times and delivery dates are estimates, so please build in a little flexibility when you're planning a project.
If something on your order turns out to be sold out, we'll email you with the options. Our return and refund policy sets out how that works.
If you need an order expedited in any way, please get in touch as soon as you can so we can plan around it.
Receiving a freight delivery
The carrier will call ahead to arrange a delivery window, and someone 18 or older needs to be there to sign for the pallet.
A few things worth sorting out before the truck arrives:
- Access. Freight trucks are large. If your street is narrow, has a low bridge or no room to pull over, tell us when you order so we can flag it to the carrier.
- Pallet deliveries. If your order needs to be pallet packed, we'll most likely be in touch, since it will require a liftgate curbside delivery.
- Being there. If nobody is available at the agreed window, the carrier may charge for redelivery or for storing the pallet at their terminal. Those charges come from the carrier rather than from us, and they're passed on as billed.
If your plans change, let us know as early as you can and we'll do what we can with the carrier.
When your order arrives
Please inspect everything as soon as it arrives and before any installation begins. On a freight delivery, check the pallet before the driver leaves and note any visible damage on the Bill of Lading. If you can't inspect it fully while the driver is waiting, write "possible concealed damage" on the receipt.
Please don't refuse a damaged shipment. Accept the delivery, photograph the packaging and the material, and email us at hello@karenpearsehome.com within 2 business days. Refusing a delivery sends everything back to the carrier and makes a replacement slower to arrange.
Hold on to the damaged material and its packaging until we've told you the claim is settled. Our return and refund policy sets out what we need and what happens next.
Questions
We're always happy to help. Reach us at hello@karenpearsehome.com.