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Delivery and Your Obligations

Freight Shipments from Our UK Warehouse with AIT-Home Delivery

Freight to the UK
Within 72 hours of when the order is picked and packed, you will receive an email asking for a preferred delivery date. Upon your reply, AIT-HD will collect the package (up to 5 days before the delivery) and begin the delivery process, at which point you will receive a tracking link. On the evening* before the delivery date, a courier will send you a message notifying you of the 2-hour delivery window**.

*Typically around 9-10 PM.
**AIT-HD does not allow customers to select a specific time slot. You may request AM or PM.

Freight to Ireland
Your order will be shipped the day after it’s picked and packed. Within 3–5 days, you may receive an AIT-HD update marked “Delivered.” This means the shipment reached our Irish customs partner, not your address. Your parcel will arrive to you a few weeks after that update.

Parcel Shipments from Our UK Warehouse

Parcel to the UK with DPD
Your order will be shipped within 48 hours after it’s picked and packed. DPD will send you an email and/or text with a link to track the parcel.*

*You must have a tracking number to view live tracking; your order number will not work for tracking.

Parcel to Ireland
Tracking is not offered for parcels shipping to Ireland. Your parcel may be shipped via DHL, FedEx, UPS, or Toll.

Options for Shipping from Our US Warehouse

Add-On Orders

  • Orders may be placed to be shipped on the next available container to the UK, and then delivered from our UK warehouse after arrival.
  • Our containers typically spend 6 weeks or so on the water and may experience a delay of 1-2 weeks. Allow up to 8 weeks for delivery completion from the time your order is sent in a shipping container.
  • A container is shipped approximately once a month. This means it can take up to 12 weeks to go from being placed with us to arriving in the UK (excluding any production lead time, if applicable).
  • It may take an additional week after it arrives in the UK to be delivered to you. Expect a call within a couple of days of the container’s confirmed arrival in the UK.

Direct Freight Shipments

  • You may pay to have an order shipped directly to you from our US warehouse.
  • This would go through our normal lead time process for the items ordered.
  • Allow 7-14 business days for delivery from the time that we ship.
  • We cannot guarantee a timeline on these shipments because it depends on customs clearance.
  • Upon shipping the order, you will receive an email and a phone call from our carrier and/or your broker to review the necessary documents to clear the shipment.
  • The carrier will wait to send the shipment until it is confirmed that all necessary documents for customs clearance are in place. The faster you respond to the carrier’s or broker’s request for documents, the sooner the shipment will be processed.
  • You may need to sign a power of attorney for the broker to clear the shipment through customs.

Parcel Shipments

  • Parcel shipments from the US are typically shipped via FedEx International.
  • FedEx will send you an email regarding payment for the duties and taxes, along with a link to process your payment.
  • Allow for 7-14 days for delivery completion.
  • Your order can be tracked via “Track by Reference” with your order number in the reference number field and your destination country.

Delivery Process with AIT-HD

Over Threshold/Doorstep Delivery

When the delivery team is 30-60 minutes away, the driver will call you to advise of the pending arrival and remind you of the over-the-threshold delivery. Upon delivery, the team will take photos to document the successful delivery and confirm that there is no damage. You will be asked to sign the proof of delivery via the delivery team’s handheld device.

If you are unavailable to take delivery, the delivery team will contact the driver support line. The driver support line will make attempts to contact you again. If you are unable to answer or take delivery at the scheduled time, the goods will be returned to the vehicle and then to a local depot, where they will be scanned for rebooking by the Customer Service team. Rebooks typically take around 24-48 hours.

If You Have Paid for White Glove Delivery:
When the delivery team is 30-60 minutes away, the driver will call to advise of the pending arrival and remind you of the premium delivery.

  1. Prior to unloading, the delivery team will confirm with you via phone if you are ready for the white glove service.
  2. Upon arrival, the delivery team will park the delivery vehicle in a safe location, suited for residential settings, and approach the property. Shoe covers will be worn if appropriate.
  3. The team will transport the product to your room of choice, our final mile delivery partner will deliver up to the 3rd floor maximum, and there is no extra cost for this.
  4. After delivery, the delivery crew will take photos of the placed item and remove the packaging waste.

Upon delivery, you will be asked to sign the proof of delivery via the delivery team’s handheld device.

Date of Choice or Next-Day Delivery:
Once the order is received on Tracker, the system will select the first possible delivery date. You will receive an email & SMS confirming the delivery date*. You may rebook via the AIT-HD booking portal link or by contacting the Customer Care team.

**AIT-HD does not allow customers to select a specific time slot. You may request AM or PM.

Emails & SMS Notifications:

  1. Once the order is received on Tracker, your delivery will be automatically assigned for the first available delivery date. You can select a different delivery date at this time by using the booking link or by contacting the Customer Care team.
  2. The evening before delivery, you will receive a message confirming your delivery and providing tracking with an estimated 2-hour delivery window. You may still rebook your delivery date at this time.
  3. The morning of delivery, you will receive a notification advising that your order is out for delivery, including contact details for the delivery team and a tracking link.
  4. 24 hours after delivery, you will receive a notice advising that the delivery is complete, along with a request for feedback.