Shipping and Delivery

To better serve our customers and provide a one-stop shop for all our customers’ needs, we stock thousands of products in our distribution centers. Click on the location for complete addresses and phone numbers.

Shipping Information for Domestic Customers

Most catalog orders received by 12pm (noon) ship the same day! We make every effort to ship stocked merchandise on the same day if ordered by 12pm (noon), if your credit is pre-approved. Custom or imprinted items and other special orders may take 3 to 14 weeks. These shipping times assume you have an active open account with us or that your payment is enclosed with your order. If it is critical that you have delivery of an item by a certain date, state this on your order; we will let you know if it is possible.

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.

Incomplete orders. We make every effort to ship orders complete, but sometimes orders may have to be split into multiple shipments. The reasons for this vary: some products are not stocked in every distribution center; some products ship direct from a manufacturer, etc. 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.

Shipping and Handling Charges

Shipping and handling charges are not included in our online catalog prices, nor in the prices printed in our Buying Guide and flyers. Due to our large shipping volume, we have negotiated very competitive transportation pricing and pass on significant savings to our customers.

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).

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. Most of our merchandise is in stock in our distribution centers across the United States and in Canada. 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.

Postage or shipping and handling charges will be added to your invoice unless you request your order be shipped collect. If you must order “FOB Destination” (prices that include shipping and handling), we will build these charges into a quote for the total cost. Call 1-800-678-4342 if you would like an estimate. Other terms and conditions may apply for freight collect, export orders, special handling or shipments outside the contiguous U.S.

Package size affects choice of carrier. Small packages ship via small package carrier or Parcel Post where required. If a package can’t be shipped via either of these methods, then a truck carrier is used. Since small package carriers and Parcel Post limit the size of packages they accept, heavy and/or bulky packages ship via truck.

Small package carriers and the USPS calculate charges based on the actual weight or the dimensional weight of the shipment, whichever is greater.

Truck Carrier Freight Charges

Freight charges are based on origin and destination zip codes, plus freight classification and weight of the shipment. Carriers assess a minimum charge to move freight between two points, regardless of freight or weight classification. We can, at your request, calculate freight charges on your order and provide you with a quote, typically at a discounted rate. If you accept our quote, your order will be shipped prepaid, which means American Hotel pays the carrier directly, then adds the quoted freight charge to your invoice. If you pay the carrier, the quoted rate will not apply. If you did not request that your order be shipped collect or are asked for payment by a carrier, immediately call our Transportation Department at 1-800-678-4342, ext. 6012.

Special Delivery Options

Private fleet delivery service. American Hotel has a contract with a private fleet delivery service that is currently available in most major metropolitan areas in the U.S. Friendly, professional private fleet drivers offer free liftgate and inside delivery service to your business. Qualification for private fleet delivery service is based on your location and the weight of your order. Ask your sales representative about qualifying for this service, which offers you the lowest cost option with the highest level of personal service.

Inside and liftgate delivery 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, adjacent to the receiving area. 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, stock shelves, and/or set up furniture purchases. Please contact your sales representative if you need these special delivery services. Please note that inside and liftgate delivery is free with private fleet delivery service.

Receiving Your Shipment

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 sign 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 crease marks, holes, or crushed spots on each carton.,

4.) If you find any discrepancies or damage, note them on all copies of the delivery receipt, then call our Customer Care Department immediately at 1-800-678-4342. 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.

Concealed damage. If you should find concealed damage, do not return the merchandise. Keep it and all of the packaging material along with the cartons so they can be inspected and the liability determined. We can assist you, at our option, but you must notify us within 3 calendar days of delivery. Contact us for further instructions at 1-800-678-4342.

NOTE: It is very important that you examine each carton in the presence of the driver at the time of delivery. A signed delivery receipt, clearly noting the damage or loss of product, is your legal documentation that the carrier either damaged or lost your product. A delivery receipt without any notations of loss or damage is the carrier’s proof that the shipment was delivered to you and that it was delivered in good condition.

Title/Risk of Loss or Damage pass to you when the merchandise is shipped. As a service to you, and at our option, we will assist you in the handling of your freight claims. Any claim for shortage or damage must be signed, with the condition of the goods noted (i.e., short, damaged, etc.), and it must be made within 3 calendar days after receipt of the shipment by the carrier, noting you received the goods in the condition claimed. Any damage or shortage claims received after 3 calendar days from the date of delivery will not be honored.

For more information, see our Exchange & Return Policy.

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