Shipping Policies

Once you ask us to process an order you agree to all the terms outlined in our Terms & Conditions and Shipping policies sections. Orders are non-returnable and and non-cancellable, all sales are final. Order changes, cancellations and returns are not allowed. If you need additional products, please place an additional order. All orders ship separately.

DELIVERY TIME: U.S. orders shipped via FedEx Ground/Home Delivery and are usually delivered 2 to 5 business days from ship date. Most orders within Florida are delivered next day via ground service. FedEx will email you with tracking information once we create your shipping label. It's the customer's responsibility to track the shipment and be aware of the expected delivery date.

INTERNATIONAL CUSTOMERS: Please note that whenever we use the term S&H it means Shipping and Handling. Clientes internacionales: cuando usamos la terminología S&H nos referimos a gastos de embarque.

ADDRESS PROBLEMS: For undeliverable parcels due to erroneous shipping information provided to us, you are responsible for all costs involved in correcting and/or re-shipping the parcel(s). Carriers charge extra for address corrections, missing numbers and for returning to us an undeliverable parcel. All such charges will be passed on to you as soon as we’re informed of the issue, we’ll charge the card used for the order. Expect to pay a minimum of $16 to $25 for any of these corrections for domestic shipments, more for international shipments...regardless of the dollar total of the original order.

BUSINESS OR RESIDENTIAL ADDRESS? Please select either of those choices as you proceed through checkout and PLEASE select the correct one. A business operated out of a residence is considered a residential address by FedEx. If you selected ‘commercial’ but your address is residential, our cart will underquote S&H and we will charge your card for the difference due.

DAMAGED SHIPMENTS, MISSING/WRONG ITEMS, WRONG ZIP, ETC.: If the carrier delivers a parcel which is visibly damaged, crushed or wet, please refuse delivery and inform us. If, after delivery, damaged items are found inside a box which appeared outwardly undamaged, we request that we be notified via the form in the Contact Us page, that you promptly send us photos of the damaged box and contents and that the carrier also be notified of the damage by you. The carrier may ask you to keep the box and the contents intact in case they wish to conduct an inspection. Please do not report damages via phone to us, they’re only accepted via said form or via email

We allow 72 hours from your receipt of a shipment for you to notify us via email of a problem with the order or delivery. Failure to notify us within 72 hours of receipt of a damaged shipment will void any claims made by you. We will reship via ground when a new supply arrives at our location, we do not stock products, we order products as each order is received. If an item is missing from a shipment or if we sent the wrong item/qty./etc., we must be notified within 72 hours of your receipt of the shipment. When the issue is a wrong item or quantity, we request that you email us photos showing a full view of the product including its label. We will not accept damaged/missing/wrong item reports once the 72 hours are up.

FRAUD: Numerous small businesses, including ours, are suffering losses from fraudulent online transactions. The fraudsters usually provide billing and shipping addresses that differ from one another as well as also employ various specific methods when ordering. We now use a fraud detection system which sends up red flags when it suspects an order may be fraudulent. As a result of those flags and of past losses, we reserve the right to ask for documents (legible copies of driver’s license and/or credit card used for the order) before processing those types of orders. Failure to provide the document(s) we request will result in an order cancellation. FedEx is no longer allowed by us to do shipment re-routes and pick ups at their depots are not allowed. You may want to review the paragraph in this page titled REROUTED, REDIRECTED, HOLD AT DEPOT SHIPMENTS.

HANDLING CHARGE: All our shipments have a small handling fee built into the S&H quote provided by our cart, the handling charge is per parcel in a shipment. Should final S&H be more than our cart estimated, we’ll charge the card used for the order. For all shipments: Should a shipment require more than one box or very large boxes or unusual amounts of cushioning materials we will charge the card on file for any additional shipping and/or handling charges due. For unusual shipments, final S&H cannot be obtained until the order is processed, packed and weighed.

HAZARDOUS/FLAMMABLE MATERIALS VIA MAIL OR INTERNATIONALLY: All hazmat products we offer are clearly marked as being hazmat. Those products must not be ordered if the order will ship by us to a U.S.-based freight forwarder or if we’re to ship outside the contiguous U.S. If you insist on ordering hazmat items for such an order and because we do not allow order cancellations, you will be asked to replace the hazmat items in the order with non hazmat items that add up very close in price to the same dollar amount as the hazmat items, the maximum number of replacement products we’ll accept is two. We do not allow order cancellations.

HAZMATS TO APOs, AK, HI, PR and VI via USPS: Please do not select hazmat products if we’re to ship to any of those locations via USPS.

INTERNATIONAL ORDERS: We ship worldwide. Our shopping cart is set up to provide an estimate of S&H via FedEx Air/International Economy. The customer is responsible for all import duties, brokerage fees and taxes upon arrival at the country of destination. Canadian customers will be billed separately (after we ship and receive FedEx invoices) for any future Canadian clearance fees the shipment is assessed, even if we’re billed by FedEx several weeks after we ship. If we’re invoiced by the carrier for any additional fees for your shipment, we will charge the card on file for the additional amount. We do not prepare NAFTA forms.

LOST SHIPMENTS: If during checkout you selected our SIGNATURE UPON DELIVERY option or if our cart applied a mandatory SIGNATURE UPON DELIVERY due to the dollar value of your order, as soon as we're informed that a shipment may be lost within the carrier's system or has not been delivered by the carrier by the expected delivery date or could have been misdelivered, we will proceed to contact the carrier who will place a tracer on the package. The carrier asks that we allow 8 business days for a tracer to be completed. On numerous occasions a package has turned up before the 8 days are up. Note also that once a tracer is initiated we cannot send a replacement shipment but must wait for the tracer to be completed. We did not lose or mis-deliver the parcel, the carrier did, please do not blame us for this type of situation. You might also want to read the paragraph titled SIGNATURE UPON DELIVERY which appears further below.

However, if you did not select and purchase our "signature upon delivery" option and as was explained to you in that paragraph, we'll not be able to assist you with a claim against the carrier for a misdelivered or stolen-after-delivery issue, please become familiar with this option. The loss will then become a matter to be resolved between you and the carrier, we will not be involved in resolving the issue. If you dispute the transaction with your card issuer, we’ll vigorously defend our position because it was your decision to not purchase the ‘signature upon delivery’ option offered to you for your protection during checkout. FedEx: 1-800-463-3339 in the U.S.

PRECAUTIONS: We recommend that none of our products be left in a hot car or in the sun as they will be affected and some could even explode.

Should any damages be found with any products inside the shipping box, the customer must contact the carrier, initiate a claim and then notify us using the form provided in the Contact Us page so there's a written record of the problem. Once the claim has been approved by the carrier we can proceed to replace the item(s) involved in the claim, not before. If too much time has elapsed since the package was delivered and you failed to report or notice any defects within the allowed 72 hours, the carrier may not honor the claim and this is why we strongly encourage all customers to go through their complete shipment upon delivery, not weeks or months later.

PROCESSING TIME: Please read the paragraph titled "Delivery Time" which appears at the beginning of this Shipping section. Please understand how we log in and process orders. All products offered on our website are bulk quantities which we order from the supplier after you place your order on our website, we do not stock any products. Customers must allow a minimum of 12 business days for the product(s) to arrive at our location. We ship promptly Monday-Thursday once the ordered products arrive.

Orders are logged into our processing system the next business day after they're submitted through our website. Orders submitted after 7:30 a.m. EDT on Thursdays, holidays, on days we’re closed and on weekends are logged in the next business day. We're closed on Fridays and major holidays.

PUERTO RICO SHIPMENTS: It is important that you supply us with the "urbanización" for street addresses in Puerto Rico (PR). If we’re to ship to a P.O. Box we don’t require the "urbanización". However, we’d prefer that you provide us with a p. o. box where to ship. Please provide a correct email address with your order and be sure to check your emails daily until your shipment arrives. Email is the only method through which we'll contact you. NOTE: 35 lb. pails cannot ship via USPS, only via FedEx Ground which uses ‘ocean’ transport.

REFUSED SHIPMENTS: Should delivery of a shipment be refused for a reason not authorized in writing by us, these are the charges you will incur: (1) “Unauthorized order cancellation fee” of $50.00 for any returned/refused shipment regardless of the original total of the order. (2) Restocking charge of 50% on all products in the order. (3) Whatever the carrier charges for returning the refused shipment to us. The balance, if any, will be returned to you approximately 14 business days from our receipt of the returned/refused shipment. FedEx charges @$20.00 per parcel in a shipment for address corrections. FedEx charges actual shipping costs to return to the shipper a refused or undeliverable parcel. These costs may increase at any time, we’ll charge customers whatever the prevailing FedEx rates are at the time of the incident. Original S&H is never refunded.

REROUTED, REDIRECTED, HOLD AT DEPOT SHIPMENTS: None of these options are allowed to be made to a shipment by customers. There are no exceptions to this policy. All shipments returned to us for non-delivery or for a customer’s refusal to accept the shipment will incur S&H to the customer plus shipping charges for the return to us. Please read the paragraph above titled Refused Shipments. Such charges will be charged to the card on file.

RETURNED SHIPMENTS: Shipments returned to us by the carrier for any reason that’s not the fault of Camden-Grey will remain unopened for up to 15 days at our location until you contact us or reply to our emails and make new delivery arrangements. You will also be responsible for all of the same fees and costs detailed in the REFUSED SHIPMENTS paragraph (above). As posted throughout our site and as you were informed during checkout, we do not allow cancellations. After 15 days of the parcel being held at our location we will dismantle the shipment and mark the invoice “closed”. A refund will be issued once we deduct the fees explained in the REFUSED SHIPMENTS paragraph.

SALES TAX & EXPORT ORDERS: Our cart is set up to charge Florida sales tax for all shipments within Florida unless you enter your Florida sales tax number into the appropriate blank space during checkout. Once the number is entered the cart will not charge non-refundable sales tax. If yours will be an export order which (1) we’ll ship to your freight forwarder (2) your forwarder will pick up at our warehouse or (3) we’ll ship directly to you in your country, please enter 999999999 into the FL sales tax field to avoid being charged FL sales tax. Once charged, Florida sales tax will not be refunded.

SHIPPING CHARGES & METHODS:S&H charges are never refundable. The shopping cart provides a fairly accurate estimate of S&H. On certain occasions S&H initially quoted by our cart may be too low if we find that we had to use several boxes or additional packing materials to properly pack the shipment; before the order ships we will charge the card on file for any additional S&H amount owed. We will not accept a cancellation for an order already packed because you do not agree with final S&H costs. If you overpay for S&H, you will be refunded after we ship. We do not ship under a customer's FedEx or UPS account number. FYI: Selecting an ‘air’ shipping method does not move your order ahead of all others.

SIGNATURE UPON DELIVERY (SUD): As you proceed thru our checkout process, the option to require a signature upon delivery is offered. The additional cost for signature upon delivery is $4.99 per parcel in the shipment and is well worth it (the fee is higher but we absorb the difference). If you select this option or if our cart automatically adds this fee to your order because your order has a high dollar value, our cart will charge you for one parcel. We’ll charge the card on file for any amount due related to this option if your shipment consists of more than one parcel. If you don't opt for a signature upon delivery, the carrier reserves the right to deny a claim if its records confirm the driver delivered an undamaged parcel to the correct shipping address but the parcel was subsequently stolen or damaged by a third, unknown party. Keep in mind also that it’s not unheard of for a carrier to deliver to the wrong address; requiring a signature upon delivery assists with a claim should this occur. Without a signature upon delivery it’s almost impossible to hold the carrier responsible for a mis-delivery. The driver will claim he/she delivered to the correct address even though this may not be true. Without a signature upon delivery the carrier will not honor a claim and neither will Camden-Grey. Without a signature upon delivery we will not be involved in assisting customers with claim resolutions. NOTE: On all domestic shipments with a dollar value over $399.99 we will always require a signature.

SIGNATURE REQUIREMENTS: If you conduct business out of your home, this is considered a residential delivery. All shipments (whether or not you chose and paid during checkout for a signature upon delivery) with products valued over $399.99 will require a signature. If this is an inconvenience if you're not home during the day, perhaps we could ship to your place of business if you will provide this information in the Shipping section of the order form; please include the name of the business. We reserve the right to require a signature on any shipment regardless of value. And so does the delivery driver. If you owe us an additional sum for S&H due to a signature requirement, after we ship we’ll charge the card on file and email you a final, corrected invoice.

WRONG ITEMS/WRONG ORDER/WEATHER: If you receive someone else's order or wrong items with your order, please do not send the shipment back without first contacting us; please give us an opportunity to research and reply during business hours. Should you decide to ship the items back to us without our authorization, you will assume all responsibilities and expenses related to the return shipment in which case we won't be able to reimburse shipping charges you may incur; such items will be promptly discarded upon our receipt. We are not responsible for weather conditions during transit to you which may affect the products you receive or which may cause your shipment to be delayed during transit. If it's freezing outside, some of your products may arrive frozen and you should leave them at room temperature until they have returned to their normal state. If it's very hot outside, some of your products may arrive fully melted or very hot. Set them in a cool place until they return to their normal state. Temperature fluctuations while in transit should not adversely affect any of our raw materials once the raw materials return to room temperature. Returns are not accepted because products arrived frozen or melted. If either issue, too cold or too hot, is of great concern to you, please do not order during months which are very hot or very cold.

ANY OTHER QUESTIONS? Please fill out the form provided in our Contact Us page or visit our FAQ page. Thanks for visiting us!

PLEASE MAKE SURE YOU ALSO REVIEW OUR TERMS & CONDITIONS SECTION!!