Duct2Go Shipping Policy

Effective date: September 14, 2026

At Duct2Go, we build ductwork to order and take care to package each shipment for safe delivery. This policy explains shipping, delivery inspection, transit damage, claims, returns, and payment-dispute procedures. By placing an order, the customer agrees to this policy, Duct2Go’s Terms of Sale, and the order details shown at checkout or in the order confirmation.

Shipping Methods

Ground Parcel
Used for small- to mid-sized orders, including fittings, short duct sections, and accessories.

LTL Freight (Less-Than-Truckload)
Used for large, bulky, palletized, or made-to-order ductwork, including spiral pipe, rectangular duct, and oversized fittings.

Order Processing and Delivery Time

• Most orders are processed and ready to ship or pick up within 3–7 business days.
• Transit time varies by destination, carrier capacity, service level, weather, and other conditions outside Duct2Go’s control.
• Most shipments arrive within 3–7 business days after shipment.
• Delivery using rail service may take approximately 9–12 business days after shipment.
• Estimated shipping and delivery dates are estimates only and are not guaranteed unless Duct2Go confirms otherwise in writing.
• Delays caused by carriers, weather, acts of God, labor disruptions, supply interruptions, delivery appointments, access limitations, or other events outside Duct2Go’s reasonable control do not create a right to cancel, reverse payment, or recover consequential damages.

Shipping Rates

• Shipping rates are calculated at checkout based on shipment size, weight, freight class, destination, and required service.
• The customer is responsible for all shipping charges unless otherwise stated in writing by Duct2Go.
• Custom orders, large-volume orders, special-delivery requirements, and remote-area deliveries may require a separate freight quote.
• Additional carrier charges—including liftgate service, limited-access delivery, residential delivery, appointment delivery, redelivery, detention, reconsignment, storage, or failed-delivery charges—are the customer’s responsibility when applicable.
• Freight quotes and checkout freight charges are based on the information available when the order is placed. If the customer supplies incorrect delivery, access, service, or unloading information, the customer is responsible for resulting carrier charges.

Local Pickup

Local pickup is available from our fabrication shop.

Select Local Pickup at checkout. We will notify you when the order is ready. The customer is responsible for loading, securing, transporting, and protecting products after pickup. Duct2Go is not responsible for loss, damage, or delay occurring after products are released to the customer, the customer’s agent, or the customer’s selected carrier.

Packaging

Duct2Go packages ductwork for normal commercial transportation. Depending on the order, products may be strapped, wrapped, bundled, protected at connection ends, and/or palletized as appropriate.

Custom ductwork and spiral pipe can be large, lightweight, and susceptible to dents, scratches, or out-of-round conditions if mishandled during transport. Packaging reduces this risk but cannot eliminate the possibility of carrier-related transit damage.

Tracking, Delivery, and Unloading

• Tracking details will be emailed when the order ships, where available.
• Carrier tracking, a signed proof of delivery, a delivery receipt, a bill of lading, a customer or jobsite representative signature, carrier GPS/delivery records, or comparable carrier delivery documentation may be used as proof of delivery.
• LTL carriers may contact the customer to schedule a delivery appointment. The customer is responsible for providing an accurate delivery phone number and responding promptly to carrier communications.
• LTL deliveries may require a forklift, loading dock, personnel, or other suitable equipment at the delivery location. Unless specifically purchased and confirmed, liftgate service is not included.
• The customer is responsible for safely unloading the shipment and for ensuring the delivery location is accessible to the carrier’s equipment.
• If the carrier cannot complete delivery because of site access, missed appointments, inadequate unloading capability, customer unavailability, or refusal of delivery without a documented product defect, any resulting carrier charges are the customer’s responsibility.
• Delivery to the address supplied by the customer, delivery to a person at that location, or delivery accepted by the customer’s employee, contractor, installer, agent, or other representative constitutes delivery to and acceptance by the customer.

Inspection at Delivery

Inspect every shipment before signing the delivery receipt or bill of lading. This is especially important for LTL freight.

Before the driver leaves, please:

• Inspect pallets, bundles, wrapping, bands, pipe ends, cartons, and visible product surfaces.
• Check for crushed packaging, punctures, tears, water exposure, missing pieces, dents, bends, out-of-round pipe, damaged ends, or other visible damage.
• Count the pieces, pallets, bundles, and cartons received against the delivery paperwork.
• Photograph any visible damage, including the product, packaging, pallet, shipping labels, and delivery receipt.
• Clearly write “DAMAGED” or “SHORTAGE” on the delivery receipt, along with a brief description and piece count, before signing.

Do not sign the delivery receipt as clear, clean, or received in good condition if damage or shortage is visible. If a driver will not allow reasonable inspection, write “Driver would not allow inspection” on the delivery receipt before signing and contact Duct2Go immediately.

Failure to note visible damage or shortage at delivery may affect Duct2Go’s ability to pursue a carrier claim and may limit the remedies available for transit-related damage or shortage.

Freight Damage, Shortage, and Concealed Damage

If damage or a shortage is discovered:

1. Note visible damage or shortage on the delivery receipt before the driver departs.
2. Take clear photos of the product, packaging, labels, pallet/bundle condition, and all affected areas.
3. Keep all damaged material, packaging, pallets, and shipping documents available for potential carrier inspection.
4. Contact Duct2Go at help@duct2go.com or (480) 452-8069 within 24 hours of delivery.
5. Provide the order number, delivery date, photos, affected item quantities, and a description of any impact on fit, sealing, installation, or appearance.

For concealed damage that was not reasonably visible at delivery, contact Duct2Go within 24 hours of discovery and no later than 48 hours after delivery, with photos and supporting documentation. Prompt notice is required because carriers may impose strict reporting and inspection requirements.

Carrier Claim Responsibility

When Duct2Go arranges freight transportation, Duct2Go will submit or coordinate the carrier damage or shortage claim when appropriate. The customer is not required to negotiate the formal carrier claim directly; however, the customer must promptly inspect the shipment, note visible damage or shortage on the delivery receipt before the driver leaves, provide photographs and supporting information, preserve affected product and packaging for inspection, and reasonably cooperate with Duct2Go and the carrier.

When the customer uses its own carrier account, arranges pickup, selects a carrier independently, or otherwise controls transportation, the customer is responsible for filing and pursuing any freight claim directly with that carrier. Duct2Go will reasonably provide available order, invoice, packing, and shipment documentation upon request.

Carrier claims are subject to carrier rules, inspection requirements, delivery documentation, packaging review, claim deadlines, and limits of liability. Carrier recovery is not guaranteed. Carrier claim recovery does not determine the customer’s remedy; Duct2Go will evaluate any product credit, replacement, repair, or other resolution based on the documented condition of the product and the applicable order terms.

The customer must reasonably cooperate with Duct2Go and the carrier during the claims process, including providing photos, preserving damaged packaging and product when requested, permitting inspection where available, and supplying any requested delivery documentation. Failure to provide timely notice, documentation, access for inspection, or reasonable cooperation may limit or eliminate any available remedy.

Resolution for Damaged Products

Duct2Go will review documented damage and work toward a fair resolution based on the actual condition and functional impact of the affected products.

• Products that are damaged and cannot be used as intended may be eligible for replacement, repair, or credit, at Duct2Go’s discretion.
• If a customer retains and uses damaged-but-functional product, any remedy will generally be limited to a reasonable credit reflecting the documented reduction in value, repair cost, or impact on use.
• Retaining, installing, modifying, cutting, repairing, or otherwise using product constitutes acceptance of the product as delivered, except for any documented and approved damage claim.
• A full refund is not available for product that is retained and used, except where required by applicable law or expressly approved by Duct2Go in writing.
• Freight charges, expedited-service charges, accessorial charges, labor, project delays, consequential damages, incidental damages, and other indirect costs are not refundable or reimbursable unless Duct2Go expressly agrees in writing or applicable law requires otherwise.
• Any goodwill credit, partial refund, replacement, repair authorization, or settlement offered by Duct2Go is specific to the documented issue and does not establish a precedent for future orders.
• A refund, credit, replacement, or other remedy offered by Duct2Go may be conditioned on return of affected unused products, carrier inspection, photographic documentation, execution of a settlement acknowledgment, or other reasonable verification appropriate to the claim.

Custom and Made-to-Order Products

Most Duct2Go products are made to order based on the dimensions, specifications, and options selected by the customer. Custom and made-to-order products are not eligible for return, cancellation after production begins, or refund due to ordering errors, measurement errors, design changes, jobsite conditions, customer preference, or failure to verify compatibility.

The customer is responsible for reviewing and confirming all product selections, dimensions, quantities, specifications, and delivery details before submitting an order. Duct2Go is not responsible for customer-provided measurement errors, incorrect selections, compatibility issues not disclosed before production, or changes requested after production begins.

This policy does not limit Duct2Go’s review of properly documented shipping damage or manufacturing defects.

Order Cancellation and Changes

• Orders may be cancelled or changed only before production begins and only with Duct2Go’s written approval.
• Once production, cutting, rolling, fabrication, assembly, packaging, or shipment preparation begins, custom and made-to-order orders may not be cancelled, changed, returned, or refunded.
• Approved cancellations may be subject to charges for completed engineering, material allocation, fabrication, packaging, restocking, payment processing, and other nonrecoverable costs.

Payment Disputes and Chargebacks

Duct2Go is committed to resolving legitimate order, delivery, product, and freight-damage concerns directly and promptly. Before initiating a payment dispute, chargeback, or bank claim, customers must contact Duct2Go and provide a reasonable opportunity to review and resolve the concern.

By placing an order, the customer acknowledges and agrees that the following records may be used by Duct2Go to respond to a payment dispute, chargeback, or claim, as applicable:

• The order confirmation, invoice, payment record, checkout acceptance, IP/device information where available, and customer communications.
• Product selections, dimensions, specifications, uploaded files, customer approvals, change requests, and production records.
• Shipment records, carrier tracking, bill of lading, freight invoice, signed proof of delivery, delivery receipt, carrier GPS or scan records, photographs, and carrier communications.
• This Shipping Policy, the Terms of Sale, return/cancellation terms, and any written resolution, credit, replacement, or settlement offered to the customer.

A payment dispute or chargeback is not a substitute for the delivery-inspection, damage-reporting, return, or claim procedures in this policy. Customers must not seek a chargeback for:

• Products that were delivered as ordered, including delivery accepted by the customer or the customer’s employee, contractor, installer, agent, or representative.
• Custom or made-to-order products that conform to the customer’s approved order specifications.
• Damaged-but-usable products that the customer retains, installs, modifies, cuts, repairs, or otherwise uses, except to the extent of an expressly approved credit or remedy.
• Transit damage or shortage that was not reported and documented in accordance with this policy, unless applicable law requires otherwise.
• Delays, accessorial charges, missed delivery appointments, storage, redelivery, or similar carrier-related charges where Duct2Go has met its obligations under the order.
• Amounts already refunded, credited, replaced, settled, or otherwise resolved by Duct2Go.

If a customer initiates a payment dispute or chargeback after Duct2Go has delivered product, provided proof of delivery, commenced or completed custom production, or offered a reasonable good-faith resolution consistent with this policy, Duct2Go may submit all relevant order, production, delivery, and communication records to the payment processor, card issuer, bank, carrier, collection service, or other appropriate party to contest the dispute.

Nothing in this policy limits rights that cannot be waived under applicable law. This policy does not prevent a customer from raising a legitimate concern or from using any dispute process required by applicable law or the customer’s card issuer agreement.

Contact Information

For shipping questions, delivery issues, damage reporting, or order-resolution requests, contact:

help@duct2go.com
(480) 452-8069