CUSTOMER SERVICE
SHIPPING AND DELIVERY

To better serve our customers and provide a one-stop shop for all our customers' needs, we stock more than 14,000 products in our distribution centers: Chicago, IL (Midwest); Dallas, TX (Southwest); Honolulu, HI (Pacific West); Lakewood, NJ (East); Las Vegas, NV (West); Los Angeles, CA (West); Miami, FL (South); Orlando, FL (Southeast); Seattle, WA (Northwest), Toronto, Canada, and Carolina, Puerto Rico. However, when shipping or handling costs prohibit us from stocking an item, it will be shipped direct from the factory. This lets us sell for less because we don't have the expense of bringing heavy or bulky items into our distribution centers, storing them, then re- shipping them to you.

Click here to see a list of our distribution centers that includes addresses and phone numbers.

Shipping Information for Domestic Customers

Most catalog orders received by 3 pm ship the same day! We make every effort to ship stocked merchandise ordered by 3 pm on the same day, and if your credit is pre-approved. Custom or imprinted items and other special orders may take 3 to 8 weeks. These shipping times assume you have an active open account with us.

Large contract orders are normally delivered on a regularly scheduled basis. Your sales representative will be happy to work with you to ensure timely delivery.

We have the capability to provide "just-in-time" delivery. Receive your order when you are ready for it - just give us a date and time.

Dedicated delivery service is available for large shipments of stocked merchandise in areas within 60 to 100 miles of our distribution centers. Please contact your sales representative for details.

Staging, Consolidation, and Repacking. We have the ability to stage and consolidate orders. We can bring several shipments from different vendors into our distribution centers, consolidate them into one order, and hold the order until a specified shipping date. Fewer, larger orders means cost savings to you!

We also can provide American Hotel Register Company's proprietary Room in a Box™ service for our customers who are renovating or opening a new property. For more information, click here for American Hotel Furnishings Co.

When we can't ship a complete order. We make every effort to ship orders complete, but sometimes we just can't. Some products are not stocked in every distribution center. Large and custom products ship direct from the manufacturer. By placing your order, you agree to accept partial shipments and pay partial invoices within our payment terms.

Unavoidable delays and Acts of God. We make every effort to ensure your order is shipped complete and on time. Delivery time can be affected by circumstances beyond our control, such as a paper shortage, a steel strike, or even a foreign dock strike. Some of our suppliers close down for 2 or 3 weeks in the summer. We make every effort to maintain adequate inventories in our distribution centers to allow for the unexpected. However, shortages of raw materials or surges in demand may deplete our stock. In such cases, we will continue to give you the best possible service. We cannot be liable for delays resulting from Acts of God or any other circumstances beyond our control.

For Government and International shipping information, click here for Government Sales or International Sales.

Shipping and Handling Charges

Shipping, handling, and fuel surcharges are not included in the prices shown in our online catalog and our printed Buying Guide and flyers. Due to our large shipping volume, we have negotiated very competitive transportation pricing and pass on significant savings to our customer.

All prices are FOB our distribution center or point of origin, unless otherwise indicated in writing. When merchandise is shipped FOB, it means you pay the freight and shipping charges from the stated location to your receiving point, in addition to the actual cost (plus tax, etc.) of the merchandise (tax does not apply to government orders).

Postage or shipping charges will be added to your invoice unless you request your order be shipped collect. If you must have your purchase "F.O.B Destination" (priced with shipping charges included), please contact us first by calling 1-800-693-2030 or e-mail orderdpt@americanhotel.com. We'll build the shipping charges into a quote.

Package size affects choice of carrier. Small packages are normally shipped UPS Ground or Parcel Post where required. If a package can't be shipped via UPS Ground, then a truck carrier is normally used. UPS and Parcel Post limit the size of packages they will accept, so heavy and/or bulky packages may be shipped via truck. Parcel carriers will charge a minimum weight of 30 pounds on packages whose length plus girth exceeds 84 inches, a minimum of 70 pounds on packages that exceed 108 inches, and a minimum of 90 pounds on packages that exceed 130 inches.

We will use all reasonable efforts to comply with your requests as to method of shipment, but reserve the right to use a carrier of our choice. A large order may have products shipped from different cities.

Truck Carrier Pricing and Charges

Carrier shipping charges must take into account the origin and destination zip codes, plus the freight classification and weight of the shipment. Carriers charge a minimum cost to move freight between two points, regardless of weight or freight classification. Typically these minimum charges range from $50 to $65, are non-negotiable, and never discounted. On orders sent by truck, we can save you up to 50% on published rates due to volume discounts with many carriers. Our discount of up to 50% is passed on to you.

If truck is the only means of shipping a bulky item, the shipping charges may be high, relative to the value of the merchandise. We can calculate the shipping charges on small but heavy orders before shipment if requested.

Inside and liftgate delivery is available for an additional charge. Inside delivery means your purchase will be removed from the truck and delivered to the first floor of your business. Liftgate delivery allows you to receive a shipment at ground level when no receiving dock is available. Drivers are not required to bring deliveries up elevators and/or set up furniture purchases. Please contact your sales representative if you need these special delivery services.

Receiving Your Shipment

Do not pay the truck carrier directly. American Hotel Register Company has obtained rate discounts from its carriers. These programs stipulate that we must pay the shipping charges in order to obtain the discount. Unless you've requested a "collect" shipment, do not pay the carrier. If you're asked for payment from the carrier, please call our Transportation department immediately at 1-800-693-2030, ext. 6012.

Title/Risk of Loss. Title and risk of loss or damage pass to you when the merchandise is shipped, but as a service to you, we will assist you in handling your freight claims. Any claim for shortage or damage must be signed notating the condition of the goods (i.e., damaged, short) within (15) calendar days after receipt of shipment by the carrier, noting the carrier received the goods in the condition claimed, and in accordance with our merchandise return instructions. We are bound by time constraints imposed by freight companies and the law. Claims received by the carrier after fifteen (15) calendar days from delivery cannot be honored, so you must get notice to us within ten (10) calendar days of delivery if you want us to assist in processing your claim.

The following steps must be taken when a shipment arrives:

1. All shipments must be inspected upon delivery. Do not write "Subject to Inspection" on the delivery receipt. The merchandise must be inspected immediately in the presence of the driver.

2. Verify the piece count. Make sure you are signing for the correct number of items.

3. Examine each carton for damage and note the condition of the carton on the delivery receipt. For example, look for any crease marks, holes, or crushed spots.

If you find discrepancies or damage, note them on all copies of the delivery receipt, then call our Claims Department at 1-800-698-4005 immediately. We will arrange to have the merchandise inspected, file a claim with the freight company, and arrange for the damaged merchandise to be removed after the claim is settled.

NOTE: It is very important that you examine each carton in the presence of the driver, at the time of delivery, because according to federal law, once you sign for merchandise, you become responsible for it. The only exception is if you or the driver note any damage on the delivery receipt at the time of delivery. We are bound by time constraints imposed by freight companies and the law. Claims received by the carrier after fifteen (15) calendar days from the delivery date cannot be honored, so you must notify us within ten (10) calendar days of delivery if you want us to help you process the claim.

For more information on damaged merchandise or returns, see Exchange and Return Policy.