Shipping policy

SHIPPING POLICY 

On-Time Doors & Frames LLC

This Shipping Policy explains how orders are processed, delivered, and handled by On-Time Doors & Frames LLC (“On-Time Doors & Frames,” “we,” or “us”) for customers located within the Tri-State Area (New York, New Jersey, and Connecticut).

By placing an order with us, you acknowledge and agree to this Shipping Policy, as well as our Terms & Conditions.

1. SERVICE AREA — TRI-STATE ONLY

We currently offer delivery to the following areas:

New York

  • NYC (Brooklyn, Queens, Manhattan, Bronx, Staten Island)

  • Long Island

  • Westchester County

  • Rockland County

  • Hudson Valley (selected areas)

New Jersey

  • Northern NJ

  • Central NJ

  • Some Southern NJ areas (case-by-case—contact customer service)

Connecticut

  • Southwestern CT

  • Southern CT up to New Haven

Deliveries outside the Tri-State area must be quoted separately and may involve freight charges via common carrier.

2. DELIVERY OPTIONS

A. Standard Truck Delivery (Curbside Drop-Off)

Most orders within the Tri-State area are delivered using our own trucks or trusted delivery partners.

Includes:

  • Curbside delivery to the nearest accessible point

  • Delivery scheduling window

  • Basic unloading (driver will not carry items inside)

Does NOT include:

  • Stairs

  • Inside delivery

  • Jobsite unloading beyond curbside

  • Installation

These services may be quoted separately upon request.

B. White-Glove / Inside Delivery (Optional Add-On)

Available upon request and must be arranged before delivery.

Includes:

  • Bringing doors/frames inside a ground-floor location

  • Additional manpower if needed

Additional fees apply depending on:

  • Jobsite accessibility

  • Labor required

  • Weight and size of the order

3. DELIVERY SCHEDULING

Once your order is ready, our team will contact you to schedule delivery.

Important Notes:

  • Delivery appointments are provided within a 2–4 hour window.

  • Customer must ensure that someone 18+ years old is present to receive and sign for the order.

  • If delivery is attempted and the customer is not available, a redelivery fee will be charged.

  • For jobsite deliveries, Buyer is responsible for ensuring safe access for trucks.

4. LEAD TIMES

Lead times vary based on:

  • Customization

  • Material availability

  • Current production load

All lead times are estimates only and subject to change. Do not schedule installers or trades until the product is physically received.

5. ORDER INSPECTION & SIGNATURE REQUIRED

All orders must be inspected at the time of delivery.

Customer must:

  • Inspect packaging

  • Inspect visible damage or discrepancies

  • Note any issues on the delivery slip before signing

  • Take photos in the presence of the driver

If damage is not noted at delivery, the shipment is considered accepted.

Claims for damage must be reported within 24 hours to:
📧 info@ontimedoorsandframes.com

6. MISSED OR FAILED DELIVERY

If the delivery truck arrives and:

  • No one is present

  • Access to the site is blocked

  • Address is incorrect

  • Driver is unable to safely unload

A redelivery fee will apply, and a new appointment must be scheduled.

7. SPECIAL DELIVERY CONDITIONS

The following may require additional charges:

  • Deliveries requiring:

    • Elevators

    • Stairs

    • Restricted-access buildings

    • High-rise locations

  • Jobsite deliveries with:

    • Mud

    • Limited access

    • No loading zone

    • Distance beyond curbside

We reserve the right to refuse unsafe deliveries.

8. STORAGE FEES

If Buyer is not ready to receive goods once production is complete:

  • We may store the goods at our facility if space allows

  • Storage fees will apply

  • Final balance must be paid before storage begins

  • Goods in storage are considered accepted and delivered

9. SHIPPING OUTSIDE THE TRI-STATE AREA

For locations outside NY, NJ, and CT:

  • Freight shipping via commercial carrier is available

  • Crating fees may apply

  • Freight quotes are provided separately

  • Customer must inspect freight shipments upon arrival

10. CONTACT

For delivery questions or to update your order status:

📧 info@ontimedoorsandframes.com
📍 On-Time Doors & Frames LLC
244 5th Avenue, Suite C33
New York, NY 10001