Shipping Policy

Prime Home USA partners with proven carriers that offer insurance and tracking, including: UPS, FedEx, DHL, and USPS. All shipment times are shown in business days (Monday through Friday, excluding weekends and holidays). Shipping times are subject to each carrier’s daily cut-off time, and dependent upon warehouse turnaround.

Standard Ground Shipping: 1-5 business days.

Second Day Air: 2 business days after shipment.

Next Day Air: 1 business day after shipment.

Prime Home USA will choose the carrier at our discretion.

Shipments are sent signature required at our discretion. If you would like to waive the signature, please put NO SIGNATURE REQUIRED in the notes of your order. 

(Please note all larger LTL freight shipments require a signature). Inspect your package!

Freight delivery is reserved for large, heavy, or oversized items, as well as large-quantity shipments. Products are loaded onto a semi-truck and delivered curbside. 

• • It is your responsibility to arrange movement of the materials beyond this point. Delivery personnel are not permitted to enter a customer’s home at any time. 
  • Shipping times will vary based on destination, extreme weather, and other variables. 
  • The carrier will contact you directly to schedule delivery. Please make sure that there is someone at the delivery location that can handle the shipment and proceed inspection.
  • If you are not available to receive a scheduled delivery, an additional shipping and storage fees will be applied to your order on your original payment method for re-routed shipments.
  • If your residence isn’t accessible by a semi truck please choose business or service center (freight terminal) pick-up. 

Your order can be shipped to any address (excluding PO boxes) in the contiguous United States, Alaska or Hawaii. Any states with delivery restrictions will be noted on each item’s product information page.

For our international customers, we are happy to fulfill orders to international freight forwarding service providers. The customer will be responsible for selecting and providing their own freight forwarding service provider with a delivery address within the contiguous United States.

For standard delivery to an APO/FPO/DPO address, please contact our team at (626) 550-6955 to place your order and obtain a custom shipping quote. Freight orders cannot be shipped to an APO/FPO/DPO address.

Due to variances in tax laws from state to state, once an order has been placed, we are no longer able to alter the shipping address. Please make sure that all of your shipping information is correct before placing your order.

All orders shipped will take an estimated 7-10 days. All orders can ship only to the customer billing address unless otherwise approved by Prime Home USA.

All delivery dates will based off the tracking number provided when the product is picked up and shipped out. Small packages can be tracked through the tracking number provided. Freight shipments will call one day before delivery to schedule the time for the shipment to arrive. All delivery dates and times are estimates. We highly recommend that you do not schedule your installer until you have received your product.

Once we have received confirmation of pick-up and receive tracking information, this information along with the name of the freight carrier handling your shipment will be sent via e-mail.

When your order arrives, you want to be sure the quantities match what you ordered. To guarantee customer satisfaction, please make note of the following when receiving your order:

• • Visually inspect the condition and entirety of the shipment, make sure to note missing items or damaged materials. The order confirmation email you received lists all the materials and quantities you ordered. You will need to examine the shipment and count each item to make sure everything ordered has been received.
  • Unless specifically requested (additional cost), all deliveries are curbside. This means that you (or someone able) must be home to take the material from the trailer to your home. The driver will only unload to the curbside and is not allowed to enter your home.
  • Once unloaded, it is recommended that you store the flooring material in the location where it is to be installed. This will serve two purposes: 1) it will allow the flooring material to acclimate and 2) it will reduce the number of times you will have to move the flooring. Boxes of flooring material can weigh as much as up to 65 lbs. depending on the product.
  • DO NOT let the driver leave until you have verified the material received is in good condition and that all material has been accounted for. Any damaged or missing items must be noted on your delivery receipt (Bill of Landing). If not noted, it increases the amount of time required to seek resolution. And in such cases, you will be required to file directly with the carrier. See our Damages Policy for more information.

Taking into consideration the many variables in shipping, we strongly recommend that you do not schedule your installer until after you have received your order in its entirety. Manufacture times, weather, supply-demand conditions and replacement shipping for damaged items are just some of the instances that may delay your order. Please schedule your install to ensure you have allocated enough time to receive your order. We cannot be held liable for failure to meet scheduled install dates due to delivery. Delivery dates are approximates, and as such, cannot be promised under any circumstance.

If you are planning on purchasing over 10,000 lbs of product in one order, please call our Customer Support Specialists at (626) 550-6955. We will get a quote specifically for your order.

Our special order products can take from 7-45 days to arrive depending on the product. Check the individual product with our support team directly for more information on special order lead times.

Special order moldings have a shipping and handling fee based off the amount of moldings being ordered:

$0.00 – $199.99 = $20 charge

$200.00 – $399.99 = $10 charge

$400.00 and up = Free Shipping!

All trims listed are described as the piece that coordinates with the flooring. All trims are provided by the manufacturer and are considered industry standards. Stairnose is typically 3″ deep, while End-Cap, T-Molding, and Reducers are 2″ deep. If you are looking for a size outside of the industry standard, we may have a custom size fabricated for you. Please contact us to inquire about custom trims and stair treads to go with your flooring.

Occasionally, an item is out of stock and is on backorder.

• • Backordered items are charged in full at the point-of-sale, just like in-stock items. This is to reserve the item with the manufacturer or, in some cases, reserve an item that’s made to order.
  • Within 24 hours of the order placement, we’ll notify you via email if items are backordered and the estimated shipping date.
  • Prior to the shipping date, we will verify with the manufacturer or shipping warehouse that we are on track to ship. We’ll notify you via email if there is a reason for additional delay.
  • If backordered items are confirmed as not shipped, the order MAY BE canceled. Items that have left the manufacturer or original storage facility CANNOT be canceled.
  • To cancel a backordered item, contact customer service and we’ll do our best to halt shipment. We’ll confirm your cancellation via phone or email, and credit or update your order.