Shipping policy

Shipping and Delivery Policy

Effective date: July 10, 2026

This policy applies to orders from Chiltan Group LLC d/b/a CHILTAN. It forms part of our Terms of Service. Nothing in this policy limits rights that cannot be waived under applicable law.

Order minimums

Unless a product page or written quote says otherwise, online panel orders require a minimum of 10 panels. Orders below the online minimum may be available only for local pickup by prior written arrangement. Submitting an order does not guarantee acceptance; inventory, address, payment, carrier access, and shipping feasibility may be verified before fulfillment.

Processing time

In-stock orders are typically prepared within 1–3 business days after payment and any required verification. Processing time is separate from transit time and is an estimate, not a guaranteed ship or delivery date. Weekends and holidays are not business days. Special orders, large orders, payment review, address verification, inventory transfers, or carrier scheduling may require more time. If a delay would materially affect an order, we will communicate available options as required by law.

Delivery methods and charges

Available methods and charges appear at checkout or in a written quote and may include:

  • Local pickup: Pickup is by confirmation or appointment. Bring order confirmation and identification. Do not travel until we state the order is ready.
  • Local delivery: Where offered and shown at checkout or in writing, local delivery may carry a $150 charge. Availability, boundaries, timing, access, and additional services must be confirmed.
  • LTL or freight delivery: Large panels may ship through Freight Club or another qualified freight carrier. The carrier, terminal, route, and schedule may change. Freight charges may include residential, appointment, lift-gate, limited-access, re-delivery, storage, inside-delivery, or other accessorial fees.

Unless specifically purchased and confirmed in writing, freight delivery is curbside only. Curbside service does not include inside delivery, stairs, unpacking, installation, debris removal, or placement in a garage or room. You must provide enough able-bodied assistance and suitable equipment to safely unload and move panels. The driver is not required to assist beyond the purchased carrier service.

Address, access, and customer responsibilities

You are responsible for a complete, accurate, serviceable address, telephone number, email, access instructions, and disclosure of residential, limited-access, construction-site, gated, narrow-road, or appointment conditions. Contact us immediately if information is wrong. Address changes are not guaranteed after processing begins. You are responsible, to the fullest extent permitted by law, for charges and delay caused by incorrect information, missed appointments, refusal without documented carrier damage, lack of unloading assistance, unsafe access, redelivery, storage, return-to-sender, or reconsignment.

Estimates and delays

All ship, pickup, transit, and delivery dates are estimates unless we expressly agree in writing to a guaranteed date. Carriers are independent parties. Weather, traffic, capacity, labor disputes, emergencies, natural events, supply constraints, inspection, and circumstances beyond reasonable control can cause delay. We will honor any obligations and remedies required by applicable law; otherwise, CHILTAN is not liable for indirect or consequential losses caused by delay.

Delivery inspection and freight claims

Inspect the shipment, item count, packaging, and panels before signing. Note all visible damage, shortage, puncture, crushing, or other concern on the delivery receipt, take clear photographs, and keep a copy. If the product appears materially damaged, refuse delivery when appropriate and permitted by the carrier. A clean delivery receipt can make a carrier claim difficult.

Notify CHILTAN as soon as reasonably possible, preferably within 48 hours after delivery, with your order number, delivery receipt, photographs of all sides of the shipment, labels, packaging, and affected products. Keep all product and packaging until we give instructions. Do not cut or install a damaged, defective, or incorrect item. Prompt notice helps preserve carrier claims but does not waive any right that cannot lawfully be waived.

Pickup orders

Pickup instructions and the pickup location are provided after the order is ready. The customer is responsible for a suitable vehicle, securement, protective materials, loading safety, and compliance with vehicle and road limits. Risk and title transfer as provided by applicable law. We may decline unsafe loading arrangements.

Failed, refused, and returned shipments

If a shipment is refused for reasons other than documented carrier damage or is undeliverable because of customer-provided information or customer unavailability, the customer is responsible for resulting freight, return, storage, re-delivery, and related charges to the fullest extent permitted by law. Any merchandise refund remains subject to inspection, the Return and Refund Policy, and permitted deductions.

Returns

Return requests must be made within 14 calendar days after delivery and require written authorization. Except for a verified incorrect or defective item for which CHILTAN is responsible, the customer pays return shipping and freight. Approved eligible returns are subject to a 20% restocking fee to the fullest extent permitted by law. Review the complete Return and Refund Policy before ordering.

Contact

Chiltan Group LLC d/b/a CHILTAN
Email: CHILTANGROUPLLC@gmail.com