Shipping Information
When do we ship?
Knox Foam takes pride in its fast shipping services. In most cases,
it takes only one to two business days to prepare your order for
shipping. Some custom orders may take longer but generally even custom
orders are shipped within five business days of being placed. We do not
ship anything on the weekends or major holidays.
Where do we ship?
We ship to street addresses and P.O. boxes within the 50 United
States (All deliveries to P.O. boxes are through United States Postal Service).
Most shipments to Alaska and Hawaii have to be shipped by United
States Postal Service due to the other carriers applying air service
surcharges. We are limited on the size of package we can ship through
the USPS. So if you live in Alaska or Hawaii and there is a question on
the package size, please give us a call at 1-800-967-9523. If you are a
resident of Alaska or Hawaii there will be a minimum $10.00 shipping charge
added to your order. If there is a question about weather or not
we can ship to you, give us a call.Unfortunately, we are not able to ship to international addresses at
this time.
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Who do we use for shipping?
We use the fastest companies to get your order to you as quick as
possible. In order to do this we have to use several shipping services
depending on the product being shipped and its destination.
 We use UPS for most deliveries. We ship using the ground service
because UPS Air is simply to expensive due to the size of foam
packages. However, we can ship using UPS air service if the customer
is willing to pay for shipping. We can ship fairly large pieces
of foam by UPS because of our method of packaging, but we are limited
on the size of foam we can ship through UPS. Any package with a girth
of over 130" cannot be shipped UPS. For more information how
package size affects shipping click here.
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We use FedEx for those packages that are over 130" combined girth but
less than 165" combined girth. We use the standard FedEx service
which is a guaranteed 3 day service.
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 UPS Freight delivers our orthopedic and large foam mattresses to
areas west of Texas and north of Pennsylvania. Most shipments are
delivered within 14 working days.
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R&L Carriers delivers our orthopedic and large foam mattresses to
all eastern and south eastern states out to Texas and north up to
Pennsylvania. Most shipments are delivered within 14 working days.
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How do you package your
products?
In order to keep shipping cost as low as possible, we squeeze the
foam down as small as possible and wrap it with plastic. When the foam
arrives to you, it will require a little time for it to return to its
original shape. The time required can be just a few minutes to several hours
depending on how long it has been compressed, in some cases in can even take overnight. This
process cuts the shipping cost over 50% in most cases and has no adverse
effect on the foam. However, products such as our Body Form Mattresses
have to be boxed. We use extra thick, double wall boxes to provide
protection for the mattresses.
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What happens if a piece of foam is to thick
to ship UPS?
The size and thickness play a big role in determining if a piece of
foam can be shipped by UPS. The larger the size of foam, the
thinner it has to be. For example, we can ship a queen size piece
of foam (60" x 80") up to 6" thick by UPS. However,
if the thickness is increased to 7", we cannot compress the foam
enough to meet UPS' requirements. When this happens, we have two
choices. We can slice the thickness of the foam in half. This will
enable us to send out two pieces of foam that are queen size but have a
thickness of 3 1/2". The customer can simply layer the foam
back together to achieve the desired thickness of 7" The
foam will stay in place due to its natural tendency to cling
together. Using this method is the only way we can offer
free shipping on large thick pieces of foam. The second choice we
have is shipping the large thick piece of foam in one piece. We
can do this but we have to use a common carrier for shipping. When
this happens, we have to charge extra shipping charges.
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Do you do inside deliveries?
We currently do not have a shipper that will do inside deliveries.
All the shipping companies we use only do curb side deliveries. We
are sorry for the inconvenience.
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Will I be notified when the delivery will be
made?
Only packages that are shipped by common carrier require the customer
to be notified. Generally, the shipper will contact the customer
and give an approximate time of deliver. Knox Foam has no control
over the shipment once it leaves our dock. If we are provided with an
email address, shipments made by UPS will automatically send a tracking
number at which time you can go to www.ups.com and track the package.
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What if the package is damaged?
Inspect the package before signing for it. Many times the
outside of the package will have damage but the contents will be
undamaged. However, sometimes the contents maybe damaged as well.
If it is obvious that the package has content damage, the best thing to
do is refuse the package. If it appears that only the outside of the
package is damaged, before you sign the delivery receipt, make a note on
the bill of lading or have the driver to make a note that the package
has "possible content damage". In any case, make sure
you have inspected the package because if you sign the bill of lading
without making a note of damage, you are saying that the package arrived
in acceptable condition. If this happens, there is nothing we can
do about the damage.
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Do you deliver on Saturdays?
No, we do not make any type of delivers on Saturday. Sorry for the
inconvenience.
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How long does shipping take?
If your order is a non-custom item, expect your order to arrive in 7-10 business days. If your order contains custom made items, generally expect it to arrive in 2-3 weeks. However, due to the nature of our products, time of season, and size of order it can take 2-6 weeks for custom made items.
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Do you ship next day air or
second day air?
We can ship next day air or second day air but it is
very expensive. All shipping companies use dimensional weight to
figure shipping prices when the packages have to be placed on an
airplane. When this happens, foam becomes very expensive to ship
because it is light weight but generally makes a large package. We
have seen cases where it has added over $200.00 to the shipping charges
just to send it overnight air. However, if a customer is willing
to pay the additional expense, we will do everything we can to make sure
the package arrives when they need it.
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How can I track my order?
Orders shipped by UPS can be
tracked here. However, for orders that are not shipped by
UPS, you will need to call our customer service department at
1-800-967-9523 to obtain tracking information.
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