Shipping policy

DLESSA is committed to providing clear and transparent shipping and delivery information. This policy applies to orders placed directly through the official DLESSA website.

Please review the following information before placing your order.

1. Shipping Area

We currently ship only to the 48 contiguous United States.

We Do Not Currently Ship To

P.O. Boxes, APO/FPO/DPO addresses, Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, the Northern Mariana Islands, American Samoa, or other U.S. territories and overseas islands.

Orders placed with an unsupported shipping address may be canceled and refunded.

2. Processing & Delivery Times

Delivery time includes both order processing and carrier transit time.

Shipping Method Processing Time Transit Time Estimated Total
Standard Parcel Shipping 1–2 business days 5–7 business days 6–9 business days
Freight & Oversized Shipping 3–5 business days 7–14 business days 10–19 business days

Processing Time

The time required to confirm, prepare, pack, and arrange carrier pickup for your order.

Transit Time

The time between carrier pickup and delivery to your shipping address.

Order Cut-Off Time

3:00 PM Eastern Time (ET)

In-stock orders placed and successfully paid before the cut-off time may begin processing on the same business day. Orders placed after the cut-off time will begin processing on the next business day.

Business days exclude weekends and public holidays.

Business Hours

Warehouse: Monday–Friday, 10:00 AM–4:00 PM ET
Customer Service: Monday–Friday, 9:00 AM–5:00 PM ET

Processing or delivery may take longer during public holidays, severe weather, peak periods, inventory reviews, payment verification, freight scheduling, or carrier delays.

Delivery estimates are provided for reference and are not guaranteed delivery dates.

3. Shipping Costs & Free Shipping

Free standard shipping is available for eligible products and orders delivered within the 48 contiguous United States.

Free Shipping May Not Apply To

Customized or made-to-order products, large glass shower enclosures, oversized or overweight products, freight shipments, expedited shipping, remote-area delivery, or services requiring special handling.

Shipping charges may vary based on the product, destination, size, weight, delivery method, and carrier requirements.

Applicable shipping charges will be displayed during checkout whenever they can be calculated automatically. Any known additional delivery charges will be disclosed before payment or communicated for customer approval before the additional service is provided.

4. Large Items & Freight Delivery

Bathroom vanities, shower doors, bathtubs, mirror cabinets, large glass products, and other oversized, heavy, or fragile items may be shipped by freight carrier.

A valid phone number is required because the carrier may need to contact you to schedule or confirm delivery.

Unless otherwise stated at checkout or confirmed by DLESSA in writing, freight orders are delivered using curbside delivery.

Curbside Delivery Does Not Include

Inside-the-home delivery, installation, assembly, unpacking, room placement, packaging removal, or removal of existing products.

Some freight deliveries may require an appointment, phone confirmation, or recipient signature.

Customers are responsible for ensuring that the delivery location is accessible to the carrier. Additional charges may apply for remote areas, gated communities, construction sites, limited-access locations, or other special delivery requirements.

Missed Freight Deliveries

Additional carrier charges may apply if re-delivery, storage, or address correction is required due to:

  • Incorrect or incomplete shipping information

  • Failure to respond to carrier scheduling requests

  • No recipient being available for a scheduled delivery

  • Failure to provide a required signature

  • Refusal of delivery without confirmed shipping damage

  • Customer-requested changes after shipment

5. Address Accuracy & Failed Delivery

Please provide complete and accurate shipping information, including the recipient name, full street address, phone number, ZIP code, and apartment, suite, or unit number where applicable.

Once an order has entered fulfillment or has been transferred to the carrier, address changes may not be possible.

Customers may be responsible for additional carrier charges caused by incorrect or incomplete addresses, refused deliveries, missed appointments, unavailable recipients, or failed delivery attempts resulting from customer-provided information.

6. Shipping Delays

We make reasonable efforts to ship and deliver orders within the estimated timeframe.

Delays may occur due to public holidays, severe weather, peak shipping periods, carrier congestion, payment or address verification, inventory fluctuations, freight scheduling, force majeure events, or other circumstances outside our reasonable control.

We are not responsible for indirect losses caused by delays outside our reasonable control, but we will assist with shipment tracking and carrier communication when needed.

7. Delivery Issues & Freight Inspection

Please inspect your order promptly after delivery, especially large, fragile, or freight-shipped products.

Freight Delivery Inspection

Before signing the carrier's delivery receipt, inspect the outer packaging for visible damage.

If damage is found:

  • Take photos of the packaging and product.

  • Note visible damage on the delivery receipt before signing.

  • Keep the original packaging and shipping materials.

  • Contact DLESSA Customer Service within 48 hours whenever possible.

Signing the delivery receipt does not prevent you from reporting concealed damage discovered after unpacking.

Damaged, Incorrect, or Missing Items

Please contact us within 48 hours of delivery or discovery whenever possible if your order:

  • Arrives damaged

  • Contains the wrong product

  • Is missing parts, hardware, fittings, or accessories

  • Arrives with severe packaging damage

Please provide your order number and, where applicable, photos or videos of the packaging, shipping label, product, and issue.

After verification, we may provide an appropriate resolution, including:

  • Replacement parts or missing components

  • Product replacement

  • Partial refund

  • Full refund

For minor cosmetic damage, missing hardware, or replaceable components, we may first provide replacement parts or another appropriate solution.

Packages Marked as Delivered but Not Received

If tracking shows “Delivered” but you cannot locate your package, please check the delivery area, household members, neighbors, building staff, and the shipping address on your order.

Contact DLESSA Customer Service within 48 hours whenever possible. A carrier investigation may be required before a replacement or refund can be issued.

Nothing in this section limits any rights available under applicable law or the DLESSA Return & Refund Policy.

8. Customs Duties & Import Fees

Orders covered by this policy are delivered only within the 48 contiguous United States.

Customers will not be required to pay separate customs duties, import taxes, or customs-clearance charges resulting from DLESSA's fulfillment arrangements unless such charges were clearly disclosed and accepted during checkout.

Any customs or import-related costs arising solely from DLESSA's fulfillment arrangements will be the responsibility of DLESSA.

9. Contact Us

If you have questions about shipping eligibility, delivery times, shipping charges, freight delivery, or order status, please contact us:

Customer Service Email:
info@dlessahome.com

Warranty Support Email:
info@dlessahome.com

Contact Phone:
+1 (626) 627-8161

Customer Service Hours:
Monday–Friday, 9:00 AM–5:00 PM Eastern Time (ET)