Shipping Policy

Ultimate Home Upgrade | Operated by We're Not Done, LLC Effective Date: May 24, 2026

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1. Introduction

At Ultimate Home Upgrade, operated by We're Not Done, LLC, we are committed to delivering your order safely, on time, and with full transparency. This Shipping Policy applies to all orders placed on UltimateHomeUpgrade.com and covers delivery to the contiguous United States.

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2. Shipping Destinations

We currently ship to the contiguous United States and the District of Columbia only.

We do not ship to Alaska, Hawaii, U.S. territories, or international addresses at this time.

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3. Shipping Costs

Free shipping on all orders. There are no hidden fees. The price you see at checkout is the price you pay — shipping included.

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4. Order Processing Time

• Handling Time: 3–5 business days (Monday–Friday, excluding federal holidays)
• Orders placed before 5:00 PM EST on a business day will begin processing the same day.
• Orders placed after 5:00 PM EST, on weekends, or on federal holidays will begin processing the next business day.

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5. Estimated Delivery Time

Shipping Type	Handling	Transit	Estimated Total
Standard Parcel (small items)	3–5 business days	5–7 business days	8–12 business days
Freight / LTL (large items)	3–5 business days	5–9 business days	8–14 business days

Delivery times are estimates and begin from the date of order. Actual delivery may vary due to carrier delays, weather, or other factors outside our control.

Note on Large Item Deliveries: Products such as saunas, outdoor furniture sets, HVAC systems, fire features, outdoor kitchens, and grills ship via freight (LTL) carriers. Freight deliveries are curbside and may require a scheduled delivery appointment with the carrier. You will be contacted by the freight carrier to arrange a delivery window. Please ensure someone is available to receive the shipment.

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6. Shipping Methods and Carriers

We partner with the following carriers depending on the size and nature of your order:

Standard Parcel (smaller items):

• UPS
• FedEx
• USPS

Freight / LTL (large or heavy items):

• UPS Freight
• FedEx Freight
• XPO Logistics
• Estes Express
• Other regional freight carriers as needed

The carrier used for your specific order will be confirmed in your shipping notification email.

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7. Order Tracking

Once your order ships, you will receive an email containing:

• Your tracking number
• The name of the carrier
• A direct link to track your shipment

You can also track your order by visiting My Orders on our website or by contacting our customer service team.

For freight shipments, the carrier will contact you directly to schedule a delivery appointment.

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8. Delivery Issues

8.1 Delayed Packages

If your package has not arrived within the estimated delivery window, please contact us and we will work with the carrier to locate your shipment.

8.2 Damaged Packages

If your order arrives damaged:

1. Document the damage — take clear photos of the packaging and the damaged item before opening further.
2. Note any damage on the carrier's delivery receipt before signing, if possible.
3. Contact us within 48 hours of delivery at Support@UltimateHomeUpgrade.com or (833) 787-4663.

We will arrange a replacement or refund as appropriate.

8.3 Lost Packages

If your tracking shows delivery but you have not received your order:

• Check with neighbors or building management.
• Verify the shipping address on your order confirmation.
• Contact us and we will file a claim with the carrier on your behalf.

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9. Missing Items

If any items are missing from your order, contact us within 48 hours of receiving your package. Provide your order number and a description of the missing item(s) and we will resolve the issue promptly.

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10. Incorrect Shipping Address

Please verify your shipping address before placing your order. We are not responsible for orders delivered to an incorrect address provided by the customer. If a package is returned to us due to an address error, we will contact you to arrange reshipment. Additional shipping charges may apply.

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11. Refused or Undeliverable Shipments

If a shipment is refused or returned as undeliverable without a valid reason, return shipping costs and any applicable restocking fees will be deducted from your refund.

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12. Changes to This Policy

We reserve the right to update this Shipping Policy at any time. Changes take effect immediately upon posting. We encourage you to review this policy periodically.

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13. Contact Us

Customer Service

• Email: Support@UltimateHomeUpgrade.com
• Phone: (833) 787-4663
• Hours: Monday–Friday, 8:00 AM – 5:00 PM EST
• Address: 1022 9th Avenue, Troy, New York 12182

For returns and refund information, please refer to our Return & Refund Policy.

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Thank you for shopping with Ultimate Home Upgrade, operated by We're Not Done, LLC. We appreciate your business and are committed to getting your order to you safely and on time.