Effective date: October 2026

Shipping Policy

This Shipping Policy explains where Direct Pallet Outlet ships, what free shipping includes, how long delivery takes and what to do when your order arrives. It is part of our Terms of Service.

“We”, “us” and “our” mean Direct Pallet Outlet, 7402 Reindeer Trail, San Antonio, TX 78238.

1Summary

Topic	Our policy
Ships from	Our warehouse in San Antonio, Texas, unless the listing states a different origin city and state
Ships to	All 50 states and Washington, D.C., at checkout. U.S. territories and international destinations by written quote
Shipping cost	Free to all 50 states and Washington, D.C., including Alaska and Hawaii, on every order, with no minimum
What free shipping includes	Curbside delivery, liftgate, residential and limited-access delivery, and a call from the carrier to schedule delivery
Order cutoff	2:00 p.m. Central Time on business days
Handling time	1 to 2 business days after payment clears
Transit time	2 to 5 business days, by parcel or freight, to every address in the 50 states and Washington, D.C.
Total delivery time	3 to 7 business days after payment clears, Alaska and Hawaii included
Charges after checkout	Only carrier charges caused by incorrect delivery details, a missed delivery or unloading delay (section 7), and storage fees on a pickup order not collected within 7 days (section 9). Never a restocking fee
Local pickup	Free, by appointment, at our San Antonio warehouse. Email us your order number before the order ships to switch it to pickup
Problems with a delivery	Report damage, a shortage or a lot not as described within 7 calendar days of delivery or pickup. Any lot may be returned within 30 calendar days under our Returns & Refund Policy

A business day is Monday to Friday, excluding U.S. federal holidays. We are open on Saturday for calls, emails and pickups, but Saturday is not a business day for the time limits in our policies.

2Free shipping

Shipping is free on every order delivered to an address in any of the 50 states or Washington, D.C. There is no minimum order, no fuel surcharge and no extra charge for Alaska or Hawaii. We choose the carrier and the service.

Free shipping includes:

Parcel delivery for lots whose listing says they ship by parcel
LTL freight delivery for pallets, and dedicated-truck delivery for truckloads
Curbside delivery, with liftgate service when there is no loading dock or forklift at the address
Residential and limited-access delivery
A call from the carrier to schedule the delivery
Carrier liability for loss or damage in transit. Whatever the carrier pays us, our Returns & Refund Policy covers you in full

Free shipping does not include:

Inside delivery, unpacking, or removal of pallets and packaging
Unloading a truckload. You unload at your dock
Expedited or guaranteed-date delivery, unless we confirm it in writing
Carrier charges caused by incorrect delivery details, a missed delivery or unloading delay, which section 7 explains
Delivery to U.S. territories or other countries, which section 14 explains
Return shipping on a 30-day return that is not an Eligible Claim, which our Returns & Refund Policy explains

Tell us in the order notes at checkout, or by email before the order ships, whether the address is residential and whether you have a loading dock or forklift. We book every pallet shipment with liftgate delivery unless you tell us you can unload it yourself. Liftgates have size and weight limits. If a lot cannot be delivered by liftgate, we tell you before it ships, and you may cancel for a full refund.

3Where we ship from

Every lot ships from our warehouse at 7402 Reindeer Trail, San Antonio, TX 78238, unless its listing states a different origin city and state. All inventory we sell is located in the United States, and we do not list a lot we cannot ship.

4Where we ship to

All 50 states and Washington, D.C. Order at checkout with free shipping. This includes Alaska and Hawaii. A lot whose listing says quote only is ordered by written quote, and it also ships free within the 50 states.
Puerto Rico, Guam, the U.S. Virgin Islands and other U.S. territories. By written quote before payment. Shipping to these destinations is not free; the cost is stated in the quote. See section 14.
International destinations. By written quote before payment. Shipping is not free; the cost is stated in the quote. See section 14.

We do not ship to PO boxes or to APO, FPO or DPO addresses. We deliver free to a freight forwarder in the 50 states on the same terms as any other address; section 14 explains how claims work when a forwarder receives your order.

5Handling time

Our handling time is 1 to 2 business days after payment clears. A payment that clears after 2:00 p.m. Central Time, or on a day that is not a business day, starts handling the next business day.

Payment clears when a card payment is approved at checkout, or when your wire, ACH, Zelle, Apple Cash or Chime payment has arrived in our account, and any verification we request is complete. Our Payment Policy explains the 3-business-day hold for transfer and app payments.

During handling we stage, wrap and label your lot and book the carrier. When the carrier collects it, we email you a shipping confirmation with the carrier’s name and tracking number.

If we cannot ship within the handling time, we email you a new ship date. You may then cancel for a full refund at any time before the order ships. If we cannot give you a new date, or the new date is more than 30 days after your order, we cancel the order and refund you in full unless you tell us you prefer to wait.

6Shipping methods and delivery times

Method	Used for	Transit time
Parcel carrier	Lots whose listing says they ship by parcel	2 to 5 business days
LTL freight	One or more pallets	2 to 5 business days
Truckload	Full trailer loads	2 to 5 business days

Total delivery time is handling time plus transit time: 3 to 7 business days after your payment clears, to every address in the 50 states and Washington, D.C., Alaska and Hawaii included. These points apply to every method:

Transit time is counted in business days from the day the carrier collects the shipment.
Transit times come from the carrier. They are estimates, not guarantees.
Delivery to remote areas can take longer than the estimate.
Truckload deliveries are scheduled by appointment with the person receiving the load.
For U.S. territories and international destinations, the delivery estimate is stated in your quote.
We do not offer expedited or guaranteed-date delivery unless we confirm it in writing.

7Carrier charges after checkout

The total you see at checkout is what we charge for the order as you placed it. Only two kinds of charge can arise afterwards: the carrier charges below, and storage fees on a pickup order (section 9). We never charge a restocking fee, and we never bill you for the cost of free shipping, even if the order is returned.

Carrier charges are yours only when a carrier bills us extra because the delivery details you gave were incorrect or incomplete, because a delivery could not be completed, or because unloading ran past the carrier’s free time. They cover:

An address correction, or a change of address after the order shipped (section 16)
Redelivery after a missed appointment, or when nobody was available to receive and sign
Carrier storage when the carrier cannot reach you to schedule delivery within its free time, which is usually 2 to 3 business days
Detention when unloading a truckload takes longer than the carrier’s free time, which is usually 2 hours
A liftgate added on the day of delivery because you told us you had a loading dock or forklift and did not

We pass these charges on at the carrier’s actual cost, with no markup, and send you an invoice with the carrier’s bill attached. We take no further payment without your authorization. You can avoid these charges by checking your delivery details at checkout, telling us about any change before the order ships, and answering the carrier’s call to schedule delivery.

8Receiving a freight delivery

Freight delivery is curbside. The driver brings the pallet to the back of the truck or the curb and does not carry it inside, unwrap it or break it down. An adult must be present to inspect and sign.

Before you sign the delivery receipt:

Count the pallets or cartons and compare the count with the delivery receipt.
Look at each pallet for torn or replaced wrap, crushed corners, leaning, wet cartons or open boxes.
Write any damage or shortage on the delivery receipt. Be specific. “Subject to inspection” is not enough.
Photograph all four sides of each pallet, the labels and any damage.
Keep your copy of the signed receipt.

In most cases you should accept a damaged delivery and note the damage, not refuse it. If the delivery is clearly the wrong lot or a total loss, call us from the dock at (210) 268-5542 before you decide.

9Local pickup

Local pickup is free. It takes place at 7402 Reindeer Trail, San Antonio, TX 78238, by appointment, during our business hours: Monday to Friday 9:00 a.m. to 5:00 p.m. and Saturday 10:00 a.m. to 2:00 p.m., Central Time.

To collect an order, place it online as usual and email sales@directpalletoutlet.com your order number before the order ships. We switch it to pickup at no charge. Shipping is free, so there is no shipping charge to refund.

Ready notice. We email you when your order is ready for pickup, within the handling time in section 5. Reply to book an appointment.
What to bring. Your order number and a photo ID that matches the name on the order. We check the ID and do not keep a copy.
Someone else collecting. Email us the person’s or carrier’s name before they arrive.
Loading. We load your vehicle with a forklift. You are responsible for bringing a vehicle that can carry the load safely and for securing it. We may decline to load a vehicle that is not safe for the load.
Inspection. Count and inspect your pallets before you leave, and write any problem on the pickup receipt.
Pickup window. Collect your order within 7 calendar days of the ready notice.
Storage. From day 8 after the ready notice, we charge storage of $10 per pallet per day. Storage fees are payable before we release the order.
Uncollected orders. You may cancel a pickup order free of charge until the pickup window closes. After that, if you cancel, or if the order is still uncollected 21 calendar days after the ready notice and we cancel it, we refund the lot price less the storage fees that have built up. There is no restocking fee. Sales tax is refunded in the same proportion as the lot price.

10Using your own carrier

You may send your own carrier instead of using our free shipping. Email us your order number and the carrier’s name before the order ships, and we switch the order to pickup. Your carrier must book a pickup appointment and bring its own bill of lading. Because shipping is already free, there is no shipping credit or refund for shipping you did not use.

The pickup window, storage fee and uncollected-order rule in section 9 apply. Once we load the lot onto your carrier’s truck, the risk of loss is yours, and any claim for loss or damage in transit is between you and your carrier. The 30-day return window starts on the day we load your carrier.

11Delays and lost shipments

Delivery estimates are not guaranteed. Weather, carrier capacity, holidays and events outside our control can delay a shipment. We do not pay compensation because a carrier was late.

Contact us if tracking shows no movement for 5 business days, or if your order is more than 5 business days past the total delivery time. We open a trace with the carrier.

If the carrier confirms the shipment is lost, or it has not been delivered or located within 10 business days after we open the trace, that is a non-delivery claim under our Returns & Refund Policy. We refund the order in full: the lot price, the sales tax and any shipping you paid on a quoted order. If you prefer, and a comparable lot is available, we send a replacement instead.

12Refused and undeliverable shipments

A shipment is returned to us when:

It is refused for a reason that is not an Eligible Claim under our Returns & Refund Policy, or
The carrier cannot deliver it because the address is wrong, nobody is available to receive it, or the carrier cannot reach you to schedule delivery.

Before a carrier sends a shipment back, we try to reach you using the details on your order, and the carrier may offer redelivery under section 7. When the lot is back in our warehouse, we refund the lot price less the carrier’s actual return charge. There is no restocking fee. Sales tax is refunded in the same proportion as the lot price. The deduction never exceeds the lot price. If the lot does not come back to us, no refund is due until it does.

Refusing a delivery is the most expensive way to return a lot, because a carrier’s return charge is usually higher than the return shipping we can book for you. If you do not want the lot, accept the delivery and start a 30-day return under our Returns & Refund Policy.

13Damage, shortage or the wrong lot

Shipping damage, shortage, a lot that is not as described and non-delivery are Eligible Claims under our Returns & Refund Policy. Non-delivery is covered in section 11 and has no 7-day limit.

Report damage, a shortage or a lot that is not as described within 7 calendar days of delivery or pickup by emailing sales@directpalletoutlet.com.
Include your order number, photos, the signed delivery receipt and a short description.
Keep the lot and all packaging together. The carrier may want to inspect it.

For shipments we arranged, we deal with the carrier. You do not need to file a claim with the carrier yourself. If we ask for the goods back on an approved claim, we arrange and pay for the return freight. If the 7 days have passed, you can still return the lot under the 30-day return policy, at your cost for the return shipping.

14U.S. territories and international orders

Orders to Puerto Rico, Guam, the U.S. Virgin Islands and other U.S. territories, and to other countries, are shipped by written quote. Free shipping does not apply to these destinations.

The quote. It states the shipping cost, the delivery point and the delivery estimate. It is valid for 3 business days.
Duties and taxes. For international orders you are the importer of record. Import duties, taxes, brokerage fees and permits are your responsibility and are not included in our prices unless the quote says so.
Import rules. You are responsible for making sure the goods may be imported into the destination.
Export rules. All shipments are subject to U.S. export laws. We may decline an order we cannot lawfully export.
Freight forwarders. If you ask us to deliver to a freight forwarder or a port in the United States, that delivery is free, and delivery happens when the forwarder or port signs for the shipment. Have it inspected there. The 7-calendar-day claim window and the 30-day return window start on that date. Loss or damage after the forwarder signs is between you and the forwarder.
Returns. The 30-day return policy and Eligible Claims apply. On a return that is not an Eligible Claim, you pay the return shipping to our warehouse, and duties and taxes you paid are not refunded.
Customs. We cannot control customs delays. A shipment that is refused by customs, or abandoned because duties were not paid, is treated as undeliverable under section 12, and the shipping you paid is not refunded.

15 Changing your delivery address

Before we send the shipping confirmation, contact us and we update the address at no charge. If the new address is in a U.S. territory or another country, section 14 applies: we quote the shipping cost before the order ships, and you may accept it or cancel for a full refund.

After the shipping confirmation, a change is only possible if the carrier allows it, and the carrier’s fee is passed on under section 7.

16Title and risk of loss

Shipments we arrange. Title and risk of loss pass to you on delivery.
Local pickup and buyer-arranged freight. Title and risk of loss pass to you when the lot is loaded at our dock.

17Contact us

Direct Pallet Outlet

Hours (Central)

Mon–Fri 9:00 a.m.–5:00 p.m.
Sat 10:00 a.m.–2:00 p.m.
Closed Sunday