Shipping Policy

I. Our Shipping Philosophy: A Commitment to Care and Efficiency

At TP MEDIA LLC, we understand that the anticipation of receiving new furniture is a significant part of the overall experience. Our shipping policy is not merely a logistical framework; it is a fundamental component of our promise to you. We are committed to ensuring that the journey of your carefully curated item—from our warehouse to your home—is as seamless, transparent, and reliable as the quality of the product itself. We recognize that furniture is more than just an object; it is an investment in your comfort, style, and daily life. Therefore, we treat every shipment with the utmost care and respect.

This document outlines our comprehensive shipping procedures, timelines, and responsibilities. Our goal is to provide you with absolute clarity, setting accurate expectations from the moment you place your order to the moment it arrives at your designated address. We have partnered with a select network of trusted national and regional carriers, chosen for their track record of handling large items with professionalism and care. By leveraging our efficient supply chain and robust logistics partnerships, we strive to deliver your TP MEDIA products to you in a timely and pristine condition, whether you are across the state or across the globe.

II. Shipping Destinations and Service Areas

TP MEDIA LLC proudly extends its services beyond local boundaries, embracing a global customer base.

• Domestic Shipping: We ship to all 50 states within the United States, including Alaska and Hawaii, as well as to Puerto Rico and other U.S. territories. Shipping rates and delivery times for non-continental U.S. destinations will vary and will be calculated at checkout.

• International Shipping: Our global reach allows us to serve customers in numerous countries worldwide. International shipping availability, costs, and delivery estimates are determined by your specific location and are provided in real-time during the checkout process. Please note that international customers are responsible for any and all customs duties, import taxes, and brokerage fees levied by their country’s government. These charges are not included in the product price or shipping cost paid to TP MEDIA LLC and are the sole responsibility of the recipient.

III. Order Processing and Fulfillment Timelines

Before your item can ship, it must be meticulously prepared and processed within our fulfillment centers. This crucial step ensures that the correct product is in perfect condition before it begins its journey to you.

• Order Processing Time: The standard processing time for all orders is 1 to 3 business days (Monday through Friday, excluding federal holidays). This timeframe allows our warehouse team to carefully pick, inspect, and professionally package your item to withstand the rigors of transit.

• Factors Affecting Processing:

  • Order Verification: Large-value orders may undergo a standard verification process to protect you and us from fraud, which can occasionally add up to 24 hours to processing.

  • Item Availability: The vast majority of items on our website are in stock and ready to ship. However, if an item is on backorder or experiences an unexpected stock discrepancy, we will notify you via email within 24 hours of order placement with an updated estimated shipping date. You will always have the option to cancel the item or your entire order if the new timeline does not meet your needs.

• Holiday and Peak Season Delays: During major holidays and peak shopping seasons (such as Black Friday/Cyber Monday and the year-end holidays), processing times may be extended. We will always display a prominent notice on our website during these periods to manage expectations.

IV. Shipping Methods, Costs, and Estimated Delivery Times

We offer a range of shipping options to balance speed with cost, allowing you to choose the service that best fits your timeline and budget. All delivery estimates are in business days (excluding weekends and holidays).

Continental United States Shipping Options:

Key Details on Shipping Services:

• Standard & Expedited Shipping: These services are provided by carriers such as FedEx, UPS, and regional specialists. Your order will be delivered to your front door, garage, or another easily accessible location at the driver’s discretion. The carrier is not required to bring the item inside your home. For large boxes, we strongly recommend having someone available to assist you.

• White Glove Delivery: This premium service is available for select large and heavy items. Our third-party White Glove partners will:

  • Schedule a delivery window with you in advance.

  • Deliver the item to the room of your choice.

  • Assemble the furniture according to the manufacturer’s instructions.

  • Remove all packaging materials from your home.

  • Please note that this service does not include the removal of old furniture, hooking up electrical components, or complex customization.

International Shipping:

Delivery times for international orders vary significantly based on the destination country, customs processing, and the selected service level. You can expect delivery times to range from 10 to 25 business days after the order leaves our warehouse. All international shipments will include tracking information.

V. Tracking Your Order

Transparency is key. Once your order has been processed and picked up by the carrier, you will receive a shipping confirmation email. This email will contain your tracking number(s) and a direct link to the carrier’s tracking page.

• Active Tracking: We encourage you to use this tracking number to monitor your package’s progress in real-time.

• Tracking Updates: Please note that it may take 12-24 hours for the tracking information to become active on the carrier’s website after the initial scan.

• Delivery Exceptions: If the carrier’s tracking indicates a “delivery exception” (e.g., weather delay, incorrect address, missed delivery), please follow the instructions provided by the carrier or contact us for assistance.

VI. Receiving Your Delivery: A Guide for a Smooth Experience

The delivery day is an exciting one. To ensure it goes smoothly, please follow these guidelines:

1. Inspect the Packaging Upon Arrival: Before the driver leaves, please inspect the exterior of the box(es) for any obvious signs of damage, such as crushing, tearing, or punctures.

2. Note Any Visible Damage: If you observe any damage to the packaging, please note it on the driver’s delivery receipt or electronic signature device. Writing “Subject to Inspection” or “Box Damaged” is a prudent step that documents the condition at the time of delivery.

3. Unpack and Inspect Promptly: We require that you unbox and inspect the actual product within 48 hours of delivery. This is crucial for filing any damage claims. Furniture can sometimes sustain internal damage that is not visible from the outside.

4. Have Assistance Available: For any item marked as “Heavy” or “Two-Person Lift,” please ensure you have help available to move the item safely. The delivery drivers are often not insured or permitted to assist with moving items inside your home beyond the threshold.

VII. Damaged, Lost, or Incorrect Shipments

Despite our best efforts, issues can occasionally occur during transit. We are here to help resolve them quickly and fairly.

Damaged Shipment:

If your item arrives damaged, please follow the steps outlined in our FAQ and Refund Policy:

• Do not refuse the delivery.

• Document the damage to the packaging and the product with photos/video.

• Contact us at lethanh1885@gmail.com within 48 hours with your order number and evidence.

• We will arrange for a replacement part or a full exchange at no cost to you and will manage the return of the damaged item.

Lost Shipment:

If your tracking information has not updated for an extended period (e.g., 5+ days past the estimated delivery date) or the carrier has declared the package lost, please contact us immediately. We will initiate a trace with the carrier. If the package is not recovered, we will ship a replacement to you at no charge or provide a full refund, at your discretion.

Incorrect Item Received:

If you receive an item that you did not order, please contact us within 7 days of delivery. We will apologize for the error and arrange for the correct item to be shipped to you immediately. We will also provide a prepaid shipping label for you to return the incorrect item at no cost to you.

VIII. Shipping Restrictions and Special Circumstances

• Address Accuracy: You are responsible for providing a correct and complete shipping address. Incorrect addresses may lead to delayed delivery, additional shipping fees, or lost packages. If you realize you have entered the wrong address, contact us immediately. We can only modify the address if the order has not yet shipped.

• PO Boxes and APO/FPO: Due to the size and nature of our products, we are unable to ship to PO Boxes. We do ship to APO/FPO addresses; however, standard shipping times do not apply and delivery can take significantly longer.

• Weather and Carrier Delays: TP MEDIA LLC is not responsible for delays caused by acts of God, severe weather, carrier network disruptions, or other unforeseen events outside of our reasonable control. We will, however, work diligently with the carrier to get your order to you as soon as safely possible.

IX. Frequently Asked Questions (FAQ) – Shipping

Q1: Can I change my shipping address after I’ve placed my order?
A: We can only modify the shipping address if the order has not yet been processed and shipped. Please contact us immediately via phone or email with your request. Once a shipping label has been created or the item has been scanned by the carrier, we are unable to change the address.

Q2: Do you offer in-store pickup?
A: TP MEDIA LLC is a dedicated e-commerce retailer. Our operational model is based out of a centralized warehouse and does not include a public-facing retail storefront. This allows us to maintain lower overhead and pass the savings on to you through our competitive pricing.

Q3: Why is the shipping cost so high for my order?
A: Furniture is large, heavy, and requires special handling. Shipping costs are calculated by carriers based on the package’s dimensions, weight, and the distance it must travel. We do not markup shipping costs; the price you see at checkout is the rate we are charged by our carrier partners.

Q4: My tracking says “Delivered” but I don’t have my package. What should I do?
A: First, check around your property, including with neighbors, in garages, or in other secluded areas where the driver may have placed it for safekeeping. If you are still unable to locate the package, contact us and we will initiate an investigation with the carrier to determine the precise delivery location.

Q5: What happens if I’m not home when my delivery arrives?
A: For standard shipments, the carrier will typically leave the package in a safe location at your address. For White Glove deliveries, the service provider will contact you to schedule a specific delivery window to ensure you are home.

We thank you for your trust in TP MEDIA LLC. Our entire team is dedicated to ensuring your shipping experience is positive, leaving you free to focus on the enjoyment of your new furnishings.