Shipping policy

Total Delivery Time = Processing Time + Shipping Time

All estimated or typical delivery times are based on real-world data from past orders and are provided for reference only.

Bone & Brass offers delivery services to United State. Please note that we do not deliver to P.O. boxes.

Processing

The processing time begins once your order is placed.

Estimated Shipping Times

Estimated shipping times vary by order. Once your order ships, we will provide you with the carrier's tracking #. The estimated shipping times below are based on the carrier, and represent the time your order will be in transit, once it leaves the factory.

• Orders shipped via UPS or FedEx Ground are delivered on average 3-7 business days after your order leaves the warehouse.
• Orders shipped via a Freight Carrier are delivered on average 2-3 weeks after the order leaves the warehouse.
• Orders shipped via a White Glove Delivery Service are delivered on average 3-5 weeks after the order leaves the warehouse. The White Glove Delivery Carrier will contact you to arrange the time that delivery will take place.

Pre-Order & Made-to-Order Items

Pre-Order and Made-to-Order Items will be shipped once they become available and/or ready for shipping. All "Estimated Ship Dates" are noted in GREEN on your items page. Estimated shipping times, noted above, begins once your order leaves the warehouse.

**Please note that Estimated Shipping Times represent the time it takes for an item to reach your home after it leaves the warehouse and does not include the production time for Made-to-Order items or Pre-Order items.**

Shipping Plan

• Note: For heavy or oversized items, delivery will be handled via freight carrier or white glove delivery for an additional fee.
• Shipping methods and fees may vary depending on the product’s size, weight, and shipping location.

Important Notes

• Public Holidays: Shipping times may be affected during public holidays as manufacturers and couriers operate on limited schedules. This is outside our control, but normal service resumes immediately after each holiday.
• Address Errors: Incorrect address details, or courier issues may result in delivery delays.
• Tracking: Once your order is placed, you will receive an order confirmation email. If you do not receive it, please check your spam folder or contact us at CustomerCare@bonebrass.com or 800-287-2312.
  

Taxes

Customers do not need to pay VAT (Value Added Tax).

Change of Address

We cannot change the delivery address once the order is in transit.
If you need to modify your delivery address, please contact us within 12 hours of placing your order at CustomerCare@bonebrass.com or 800-287-2312.
Most orders are processed and dispatched within one to ten business days.

Backorders

If an item becomes unavailable after your order is placed:

• You will be notified via email and phone.
• The unavailable portion of your order will be automatically canceled and refunded unless we hear from you within two business days.

Cancellations

If you wish to cancel your order, you may do so before the order has been dispatched.
If the order has already shipped, please refer to our Refund Policy.

Unexpected Delays

While most orders arrive within the estimated timeframe, delivery may take longer in certain circumstances.
If your package is significantly delayed, please contact us — we’ll assist in resolving any situation within our control.

Freight Delivery Inspection

Please inspect all deliveries immediately upon arrival.
Do not sign for your delivery until you’ve inspected your items.

If damage is noted:

• Write a clear description of the damage on the delivery receipt.
• Take detailed photos.
• If the driver refuses inspection and you choose to accept delivery, write
  “DENIED INSPECTION BY DRIVER” on the delivery receipt, bill of lading, or electronic signature panel before signing.
• Contact us immediately at CustomerCare@bonebrass.com

Parcel Damaged in Transit

If your parcel arrives damaged:

• Reject the parcel and notify the courier immediately.
• If the parcel was delivered in your absence, please contact our customer service for the next steps.
  

Damage or loss claims must be made within 5 days of delivery confirmation. If confirmed, we will arrange a replacement free of charge.

Customer Service

Bone & Brass
📧 Email: CustomerCare@bonebrass.com
📞 Phone: 800-287-2312

Business Hours: Monday – Friday: 09:00 AM – 05:00 PM EST
Closed on weekends and public holidays.