Shipping policy

Shipping & Delivery Policy

Moreno Makes LLC — Shipping & Delivery Policy

1. How We Deliver

Delivery at Moreno Makes is not transportation. It is a controlled final stage of the customer experience. Every piece leaves this shop with the same care and intention it was built with.

2. Local Delivery

Local delivery is available in and around San Angelo, Texas.

Local delivery includes:

  • In-home placement
  • Leveling
  • Packaging removal
  • Final wipe-down
  • Full customer walk-through

You will not be expected to lift your piece. Our delivery team maintains control of the product from the shop to its final placement in your home.

Delivery Scheduling Upon completion of your build you will be notified and delivery will be scheduled within a reasonable window. You must confirm access path, space readiness, and availability before delivery is scheduled.

Customer Responsibility You are responsible for ensuring:

  • A clear and safe access path to the delivery location
  • Adequate space prepared for the piece
  • Pets secured and children supervised during delivery
  • Any relevant access constraints communicated before scheduling — including door widths, stairwells, tight turns, and elevator access

Moreno Makes is not responsible for pre-existing floor damage, structural instability of the home, or hidden floor weaknesses discovered during delivery.

Rescheduling If the space is not ready upon arrival, delivery may be rescheduled. Rescheduling caused by customer unreadiness may result in storage fees being applied.

Vehicle Limitation Our standard delivery vehicle accommodates most builds. Oversized builds may require alternative transport arrangements or freight shipping. You will be notified in advance if this applies to your order.

3. Refused Deliveries

You may refuse delivery only if a structural defect or major finish defect is visible at the time of delivery.

The following are not grounds for refusal:

  • Natural wood grain variation
  • Color tone differences from digital reference images
  • Minor natural wood character

If delivery is refused, the piece returns to the shop for inspection. If a qualifying defect is confirmed a repair will be scheduled and a new delivery arranged at no additional charge. If no defect is found, storage fees will apply from the original completion date.

4. Freight Shipping

Moreno Makes ships nationally by freight for customers outside local delivery range.

Crating Standard All freight shipments are fully crated. No blanket wrap shipments. Every crate is built to protect your piece through the full transit process and includes:

  • 2x4 framing
  • 3/4 inch plywood sheathing
  • Foam insulation
  • Moving blankets
  • Plastic moisture barrier
  • Internal bracing
  • Secured load distribution
  • Forklift access points

Crating is priced separately from your build and will be included in your freight quote. Crating is not a courtesy — it is a structural requirement and is priced accordingly.

Freight Insurance Every freight shipment is insured for the full retail value of the piece. Not material cost. Not wholesale value. Full retail value.

Pre-Shipment Documentation Before your crate is sealed, a full photo documentation is completed including close-ups of corners, finish condition, interior bracing, and crate integrity. These photos are stored in your job folder and serve as the condition record prior to shipment.

Carrier Selection All carriers used by Moreno Makes must provide tracking, insurance, and liftgate service for residential deliveries. You will not be expected to unload a piece from a freight truck without liftgate assistance.

Customer Inspection Requirement You must inspect the crate before signing the delivery receipt. If any damage is visible on the exterior of the crate you must note it on the Bill of Lading before signing. Signing the delivery receipt without noting damage may void your ability to file a carrier claim. You will be informed of this requirement in writing before your shipment leaves the shop.

Freight Damage If damage is discovered upon delivery:

  • Photograph the damage immediately
  • Note it on the Bill of Lading before the driver leaves
  • Contact Moreno Makes by email as soon as possible
  • Do not discard any packaging until the claim is resolved

Moreno Makes will assist in filing the carrier claim. Moreno Makes is responsible for proper crating and pre-shipment documentation. The carrier is responsible for transit damage once the piece leaves our shop.

5. Lead Times

  • Product Line Orders: 4 to 6 weeks
  • Custom Orders: 8 to 10 weeks

Lead times begin from the date of purchase for product line orders and from the date of signed agreement and deposit for custom orders. Lead times are estimates and not guarantees. You will be notified in writing of any significant delays.

Lead time is not a weakness. It reflects the acclimation, build process, and finish standard every piece requires.

6. Storage

Fourteen days of complimentary storage are included after your build is complete and you have been notified.

After fourteen days a storage fee of $25 per week applies.

After sixty days without payment or pickup the project may be declared abandoned, the deposit forfeited, and the piece resold.

7. Delivery Liability

Moreno Makes is responsible for proper crating, packaging, and pre-shipment documentation. Once a freight shipment is accepted by the carrier, transit liability transfers to the carrier. Once local delivery is accepted and signed off by the customer, the piece is the customer's responsibility.

For delivery questions or to discuss freight options for your area, contact us at [your email address].