Shipping FAQ

Shipping & Delivery FAQ — Customer Satisfaction Guaranteed

We back every order with our Customer Satisfaction Guarantee. If you’re not completely happy, our Customer Care team will make it right—period.

1. When will my order ship?

  • In‑stock items: Leave our warehouse within 3 – 5 business days.

  • Special‑order or vendor‑ship items: An ETA appears at checkout (typically 5 – 20 business days) and we’ll email you if anything changes.

2. When will I be charged?

Super Arbor never charges your card until your items are packed and ready to leave the warehouse. No upfront payment, ever.

3. How long does delivery take once it ships?

Most deliveries reach you in 3 – 10 business days, depending on your zip code, carrier, and item size. You’ll always receive a tracking link or delivery window.

4. How do I check my order status?

  • Track it: Watch for an email or SMS with your link or delivery window.

  • Need an update? Chat live on our site, email hello@superarbor.io, or call our Customer Care hotline 1‑877‑490‑7099 during business hours.

Business Hours

  • Mon – Fri: 7:30 AM – 5:00 PM PT

  • Sat: 8:00 AM – 3:00 PM PT

5. What if an item is on back‑order or out of stock?

We’ll show the estimated restock date before you pay and keep you posted. You can switch, cancel, or keep the order open—your choice—any time before it ships.

6. Where will my order ship from?

From the nearest warehouse or directly from the manufacturer to speed up delivery.

7. What shipping methods do you use?

Method When We Use It Typical Scenario
Local truck delivery Within 200 mi of a warehouse Palletized flooring, cabinets
FedEx Ground < 200 lb & > 200 mi Small‑to‑medium boxes
FedEx Freight > 200 lb & > 200 mi Bulk orders, appliances
Direct vendor ship Vendor stock Factory‑direct items

8. Can I cancel or change my order?

Yes! If it hasn’t shipped, we’ll cancel it free of charge. If it’s already on the way, standard return shipping applies—see our Return & Refund Policy for details.

9. What if my order arrives damaged or incomplete?

  1. One clear photo showing all items together, plus a brief description of the issue, helps us resolve it fast.

  2. Visible transit damage? You may refuse delivery. Signing for delivery confirms the item arrived in good condition.

  3. No visible damage / no‑signature deliveries: Report any issues discovered after opening within 24 hours of delivery.

We’ll arrange a free replacement or full refund once verified. Most claims wrap up within 10 business days.

10. Do you guarantee satisfaction?

Absolutely. Return any eligible item in its original condition within 30 days of delivery for a full refund—no hassles.

Order Acceptance & Approval

By placing an order on our website, you acknowledge that all orders are subject to Super Arbor’s acceptance and approval.

  • If your card has not been charged, your order has not yet been approved, and no contractual obligation exists between you and Super Arbor.

  • We reserve the right to decline orders at our sole discretion for any reason, including product accuracy, availability, or legal requirements.

  • Remember, Super Arbor never charges before fulfillment.

Need more help?

Our Customer Care team is ready:

  • Live chat: bottom‑right corner of any page

  • Email: hello@superarbor.io

  • Phone: 1‑877‑490‑7099 (see hours above)

Thanks for choosing Super Arbor—the #1 building‑materials marketplace at trade prices nationwide!