Shipping & Return Policy

Shipping a vanity is not the same as ordering a bath towel. Vanities are heavy, often built from solid wood and natural stone, fragile, frequently oversized, and routed through freight networks that operate on their own clocks. The information below explains what to expect from the moment you order to the moment a piece is in your home.

By placing an order with BathGems.com you agree to the terms on this page. We recommend reading it in full before checkout.

How Long Things Take

There are two parts to every shipment: processing and transit. Both matter, and they aren't the same thing.

Processing

Most orders are processed within 3 to 5 business days. Processing includes payment verification, order routing, and either pulling the piece from inventory or scheduling it with the manufacturer. Custom and made-to-order items have longer processing timelines and are quoted individually on the product page or in your order confirmation.

Transit

Once an order leaves the warehouse, transit time depends on how it ships:

Small parcel (UPS, FedEx, and similar carriers): 3 to 7 business days.
LTL freight (oversized and fragile pieces): 5 to 10 business days.

These windows are estimates based on normal carrier performance. Severe weather, seasonal volume around the holidays, and regional carrier delays can extend transit times. We can't guarantee delivery dates, and we aren't able to expedite freight shipments after they leave our facility.

How Things Are Delivered

Different pieces ship different ways depending on size, weight, and fragility. Knowing which delivery method applies to your order helps you prepare for what happens at the door.

Small Parcel

Smaller, lighter items such as faucets, mirrors, and accessories ship through standard carriers and are delivered to your door. No appointment is required. No signature is required unless the carrier specifies one for high-value items.

LTL Freight, Curbside

Larger pieces such as vanities, countertops, and freestanding tubs ship by LTL freight, which means a tractor-trailer arrives at your address and the driver brings the pallet to your curb or driveway. That's where the driver's responsibility ends.

A few things worth knowing about curbside freight:

The driver will not bring the piece inside, up stairs, around corners, or into the room.
The driver will not unpack the piece.
The driver will not remove packaging.
Moving the piece from the curb into your home is the customer's responsibility.

For a heavy double vanity or a stone countertop, that usually means having two people on hand, or arranging help in advance. This is the part of freight delivery that catches people off guard, so we mention it twice.

When a Truck Cannot Reach Your Address

LTL freight ships on full-size tractor trailers, typically 48 to 53 feet long. Most homes are accessible to that kind of truck, but some aren't. Common reasons include narrow streets, low-hanging trees, steep or curved driveways, gated communities with vehicle size restrictions, rural roads not rated for commercial trucks, and tight turnarounds where a semi can't maneuver.

If the carrier determines your address isn't accessible by standard LTL freight, you have two options:

Terminal pickup. The shipment is held at the carrier's local terminal and you arrange your own transportation to pick it up. This is at no additional charge from us, but you're responsible for getting the item from the terminal to your home.
Reschedule with a smaller truck or specialized service. Some carriers offer delivery by a smaller box truck or with a liftgate for an additional fee. These fees are set by the carrier and are paid by the customer, not by BathGems.com, and are not part of our free shipping.

If you know in advance that your address may be difficult for a full-size truck, contact us before placing your order. A short conversation up front almost always prevents a complicated delivery on the back end.

Refused delivery due to access limitations is treated as a customer-initiated return and is subject to our Refund Policy, including outbound and return freight deductions.

White Glove Delivery

White glove service is available on many pieces and includes inside placement, light assembly where applicable, and removal of packaging. This is the easier option for anyone who doesn't want to manage a heavy piece on their own.

White glove must be arranged and paid for before the order ships. Pricing depends on the piece and your location. Contact us before placing the order if you'd like a quote. White glove is not available in all areas; remote or harder-to-reach addresses may not qualify.

Free Shipping, Honestly

Orders over $200 ship free within the lower 48 states. That's a courtesy at the time of sale. BathGems.com still pays the carrier, and those costs are real.

This matters for two reasons. First, if you return an item that shipped with free shipping, the actual outbound freight cost is deducted from your refund or store credit. Returns are covered in detail in our Refund Policy, but it's worth knowing upfront that free shipping describes what you pay, not what the order costs to move.

Second, free shipping covers standard curbside LTL delivery only. It doesn't cover additional carrier fees that may apply if your address is inaccessible, requires a smaller truck, a liftgate, or other specialized service. Those fees are set by the carrier and paid by the customer.

When Your Order Arrives

The most important fifteen minutes of any freight delivery happen at the door. What you do during that window determines what we can fix if something has gone wrong in transit.

For Freight Deliveries

Inspect the exterior first. Look at the box, crate, or pallet for punctures, crushing, water damage, or rough handling. Do this before you sign anything.
Note damage on the paperwork. If you see any sign of damage, write it on the driver's delivery receipt or electronic signature pad before the driver leaves. The note can be brief; something like "box punctured, possible damage to contents" is enough. Without this notation, carrier claims become very difficult to file.
Photograph everything. Take clear photos of the outer packaging, the interior protective materials, and the piece itself as you unpack it. Phone photos are fine.
Keep the packaging. Don't break down or discard boxes, pallets, or internal protective materials until your inspection is complete. If there's damage and we need to file a claim, the carrier may want photos of the packaging as well.

For Small Parcel Deliveries

Inspection still matters, but the timeline is more forgiving. Open the box within a day or two of arrival and inspect the contents. If anything is damaged, photograph it and contact us.

Reporting Damage

Carriers operate on strict deadlines, and we're bound by those same deadlines.

Freight shipments: contact us within 24 hours of delivery with photos and a brief description.
Small parcel shipments: contact us within 3 business days of delivery with photos.

Damage reported after these windows is usually impossible to claim against the carrier. That limits what we can do, which sometimes means we can't offer a replacement or credit at no cost to you. The 24-hour freight window is the one that catches people most often, so if you can't inspect immediately, at minimum note the exterior condition on the delivery paperwork.

Address Changes and Refused Deliveries

Once an order has shipped, address changes are difficult and often impossible. Carriers may charge reconsignment fees that are passed to the customer.

If a shipment is refused at delivery for a reason other than confirmed transit damage, return freight and a restocking fee will apply. Refusing a delivery is treated the same as initiating a return.

Shipping Within the Continental United States

We currently ship within the continental United States (the lower 48). We do not ship to Alaska, Hawaii, Puerto Rico, U.S. territories, P.O. boxes, APO/FPO addresses, or international addresses.

If you're unsure whether we can deliver to your address, contact us before placing an order.

Questions

For questions about a current shipment, lead times on a specific piece, or white glove availability in your area, reach us through our Contact page before you order. We'd rather answer a question on the front end than work backward from a problem.