Most in-stock orders are processed for shipment within 1 to 2 business days after the order has been accepted and payment has been approved. Processing times are estimates and do not include carrier transit time. Orders are not processed, shipped, or delivered on weekends or statutory holidays observed by the TCH warehouse or applicable carrier.
Online orders are generally processed from our Dallas, Texas facility. Orders received before 1:00 p.m. Central Time on a business day will ship that same day; orders received after 1:00 p.m. Central Time, or on a weekend or statutory holiday, will begin processing the next business day. Same-day shipment is not guaranteed and depends on product availability, order review, payment approval, order requirements, and carrier pickup schedules.
Orders containing special-order products, customized products, products requiring cutting, oversized products, or products requiring additional handling may require additional processing time.
During periods of high order volume, processing may take longer than the standard 1-2 business days. If an order will ship more than 3 business days after the original estimate, TCH will contact the customer by email or telephone with a revised estimated shipment date. Where required by applicable law, customers will be given the option to accept the delay or cancel the affected portion of the order for a refund.
Estimated delivery time (transit time, in addition to processing time) is approximately 3-7 business days for ground shipping within the contiguous United States, depending on distance from our Dallas facility. Expedited and international transit times vary by the service level selected at checkout. Carrier delivery dates and transit times are estimates unless a specific guaranteed carrier service has been purchased.
Local Pickup
Warehouse pickup is available at our Dallas, Texas and Toronto, Ontario locations.
Dallas, Texas Monday to Friday, 8:30 a.m. to 3:00 p.m. Same-day pickup may be available for eligible orders received before 1:00 p.m. Central Time.
Toronto, Ontario Monday to Friday, 8:30 a.m. to 4:00 p.m. Same-day pickup may be available for eligible orders received before 1:00 p.m. Eastern Time.
Pickup locations are closed on applicable holidays and may close unexpectedly because of severe weather, emergencies, or other circumstances outside TCH's reasonable control. If a pickup location closes unexpectedly, TCH will hold the order and contact the customer to either reschedule pickup or arrange shipping instead, at the customer's preference.
Customers should wait until they receive confirmation that their order is ready before travelling to the pickup location. TCH may require the order number and identification or authorization from the purchaser before releasing an order. Orders ready for pickup are held for 14 days from the ready-for-pickup notification; after that, TCH will contact the customer before cancelling and refunding the order. Please contact TCH Customer Service if an order cannot be collected within a reasonable period after pickup confirmation.
TCH primarily uses UPS for parcel shipments placed through our website.
For website orders shipped within the contiguous 48 United States, the following flat-rate standard ground shipping rates apply. Order totals are based on the merchandise subtotal after any discounts and before tax.
* Order subtotal under $50: $10 shipping
* Order subtotal $50 through $100: $15 shipping
* Order subtotal over $100: Free standard ground shipping, subject to the exclusions below
Free shipping does not apply to extrusions in the 507 product category, laminate panels in the 510 product category, sheet foam in the 509 product category, or other products identified as oversized or excluded from free shipping. Shipping charges for excluded products will be shown during checkout when available or quoted separately. If an order contains both free-shipping-eligible products and excluded products, free shipping applies to the eligible products only; shipping charges for the excluded products will be calculated and added at checkout.
Free-shipping offers apply only where specifically stated and cannot be combined with another shipping promotion or discount unless TCH expressly states otherwise.
Orders shipping to Alaska, Hawaii and other destinations outside the contiguous 48 United States are calculated on a per-order basis based on weight, dimensions, and destination, using UPS's published rates; the shipping cost will be shown at checkout.
Contact TCH Customer Service if you require another shipping method.
Expedited shipping charges are based on factors including product weight, package dimensions, destination, quantity, and carrier service level, and are calculated at checkout using UPS's published rates. Selecting expedited shipping affects carrier transit service only. It does not guarantee same-day order processing unless TCH specifically confirms same-day shipment. Carrier delays caused by weather, transportation interruptions, customs clearance, labour disruptions, or other circumstances outside TCH's reasonable control may affect delivery.
Commercial freight or LTL truck delivery is not currently available through standard online checkout. Customers requiring commercial freight delivery, or other alternate shipping arrangements, should contact TCH Customer Service before ordering. TCH does not ship C.O.D. orders.
Some oversized products, including aluminum extrusion, continuous hinge, laminate panels, foam planks, and foam sheets, may exceed parcel-carrier size limits and may need to be cut into shorter lengths or smaller sections for transportation. When a product requires cutting for shipment, TCH may contact the customer for approval before making a shipping cut when the cut materially changes the product from the standard size ordered.
Shipping cuts are intended only to reduce the product to a transportable size. They are not precision finished, rough shipping cuts may vary by up to plus or minus 2 inches from the communicated shipping-cut dimension. Customers should confirm that the resulting sections will meet their application requirements before approving a shipping cut, and should contact TCH Customer Service before ordering if their application requires an exact, uncut length.
Products cut from their original stock length, sheet, plank, or panel size are generally non-returnable, as described under Non-Returnable Products below.
TCH does not currently ship orders to PO Boxes (Post Office Boxes), U.S. Territories, or APO (Army/Air Force Post Office), FPO (Fleet Post Office), or DPO (Diplomatic Post Office) addresses.
Customers will receive a shipment confirmation email when an order has shipped, including a tracking number when tracking is available. Tracking information may take up to 24 hours after shipment to become active in the carrier's system. A tracking number indicates that shipment information has been created or provided to the carrier; carrier tracking should be used to confirm movement and delivery status.
International shipping availability and charges depend on the destination, product, shipment size, carrier service, and applicable import requirements, and will be calculated during checkout or quoted separately.
Shipping charges do not include destination-country customs duties, tariffs, import taxes, brokerage fees, customs-clearance charges, or other government or carrier charges imposed after shipment. These charges are the customer's responsibility and are typically collected by the carrier or customs authority upon delivery, unless TCH has specifically agreed in writing to pay them. The customer is also responsible for providing information reasonably required for customs clearance, and where applicable, may be responsible for acting as importer of record or arranging an importer of record. Customs processing can delay delivery and is outside TCH's direct control.
If an international shipment is refused, abandoned, or returned because the customer does not pay applicable import charges or complete required customs procedures, any refund may be reduced by the original shipping charges, return freight, duties, brokerage fees, or other costs incurred by TCH, where permitted by applicable law.
Customers are responsible for providing a complete and accurate shipping address. Please contact TCH as soon as possible if an address needs to be changed; TCH cannot guarantee that an address can be changed after an order has entered processing or has been transferred to the carrier. Carrier address-correction, rerouting, return, or reshipping charges caused by incorrect or incomplete customer-provided information may be charged to the customer where permitted by applicable law.
If a shipment is returned to TCH because of an incorrect address, repeated failed delivery attempts, customer refusal, or another circumstance attributable to the customer, TCH will contact the customer to determine whether the order should be reshipped or refunded. Additional shipping or carrier charges may apply. This section does not apply when the shipment is refused because the products were damaged, incorrect, or otherwise subject to rights available under applicable law.
TCH may ship products from an order separately when products are located at different facilities or when some items become available before others. Additional shipping charges will not be added to a website order solely because TCH elects to divide an order into multiple shipments, unless the customer requests a shipping arrangement that results in additional charges. If an item becomes unavailable or backordered after an order is placed, TCH may contact the customer with available options, including waiting for the product, accepting an alternate product, cancelling the affected item, or cancelling the affected portion of the order.
If carrier tracking indicates that a package has not been delivered within the expected delivery period, or shows the order as delivered but it was not received, please contact TCH Customer Service within 14 days so we can investigate in time. TCH will review the shipment and, where appropriate, work with the carrier to open a trace or loss claim; a shipment may need to complete the carrier's investigation process before it is considered lost. Where TCH determines that an order has been lost in transit, TCH will provide an appropriate resolution based on the circumstances and applicable law, which may include replacement or refund.
Please inspect shipments as soon as reasonably possible after delivery. If a shipment arrives visibly damaged, photograph the packaging and products before disposing of any materials, and contact TCH Customer Service within 14 days of delivery, providing the order number, photographs, a description of the damage, and any other information reasonably required to investigate the claim.
Please retain the damaged product and all original packaging until TCH or the carrier confirms that they are no longer required. TCH may work directly with the carrier regarding loss or damage claims; do not return damaged merchandise without first contacting TCH unless instructed otherwise. Damage caused during transportation will be reviewed separately from damage caused after delivery, misuse, improper storage, installation, modification, or normal product wear.
Customers should contact TCH promptly if an order contains an incorrect product, missing quantity, or other order discrepancy. Please provide the order number and details of the discrepancy so TCH can investigate and provide an appropriate resolution.
Products that have been cut, modified, customized, fabricated, made to order, or specially ordered may not be eligible for return, including aluminum extrusions, laminate panels, and foam planks or sheets cut and packaged for shipment. Products cut from a standard stock length, sheet, plank, or panel solely to meet an approved shipping requirement may also be non-returnable when disclosed before the cutting is performed. Please review the TCH Return and Refund Policy for complete return eligibility requirements.
Shipping and delivery may be affected by circumstances outside TCH's reasonable control, including severe weather, natural disasters, carrier interruptions, labour disruptions, customs delays, government actions, transportation restrictions, or other unforeseen events. TCH will make reasonable efforts to communicate material delays when information is available.
Commercial customers and customers requiring alternate shipping arrangements may contact TCH Customer Service at info@tchweb.com.
TCH aims to respond within 1 business day.
