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Frequently Asked Questions

1. How long does it take for my order to ship?

If you order 48 hours before your ship day (processing day), your order will ship out on that day. If your order comes in under 48 hours we will either hold the order until the following week or you can choose to pay full shipping rates without the discount. If this option is chosen, we'll do our best to get the order shipped as soon as possible.

Waterfall is not responsible for carrier delays or missed pickups and do our best to have your order ready on time using the above guidelines.

2. What if an item is Temp Out of Stock (TOS)?

At Waterfall, we pride ourselves in keeping enough stock for all of our customers. However, supplier shortages or unexpected demand can result in items being out of stock. If this occurs, we will ship your order without the TOS item. You're free to keep ordering the item on future orders and we will fill it if it's available. You're also welcome to hold your order until a specific item comes back in stock. Please keep in mind, though, that we can only hold an order for 5 business days.

3. How do I track my shipment?

For UPS orders, tracking emails will be automatically sent to the email address provided when your order is shipped. For Freight orders, we will email your tracking information once the order is picked up from our warehouse.

4. What do I do if my order is damaged?

Freight – if you discover damages on your pallet, you need to get an accurate count of how many cases are there and how many were damaged, take photos of the whole order and the damaged items and then note the damages on the delivery receipt, make a copy of it and send it and the photos to us.

UPS – in most cases, UPS will notify us whenever there’s damages. On the rare occasion that you receive an intact package with damages inside, you can either refuse the delivery or you can accept it, take photos of the package and damaged items and send them to us.

4. How do I avoid additional freight charges?

In most deliveries, you can avoid extra charges by having the driver only bring your order off the truck and leaving it. If the driver has to bring the order inside or has to bring it more than 30 feet from his truck, you will incur an INSIDE DELIVERY charge.

Also, the driver's are timed at each stop they make and so if you're busy and can't unload them when they show up, you could incur an additional charge for making the driver wait. To avoid this, you can set up a delivery appointment with the carrier so you can schedule a time that works for you.

5. Do you ship to all parts of the world?

Unfortunately, the shipping program only applies to the 48 continental states. Alaska and Hawaii customers will be required to pay full shipping rates.

6. What if I want to qualify for free freight, but have no room to store the extra products?

We understand that a lot of our customers have very limited space when it comes to storing products on site. If want to get to free shipping but are unable to store that much product, an idea could be to use the money you save from shipping and freight fees and rent a small storage unit to store the non-perishable items such as cups and lids etc.