Shipping Policy
How your sign gets from our manufacturing partner to your door, what it costs, and what to do when it arrives.
Last updated: 2026-10-11
How your sign ships
Every sign is fabricated by our partner workshop to the exact design and specifications you approve. We own the design, the two approval checks, quality control, and your support from first sketch to delivery.
Your sign is made by our manufacturing partner outside the United States and shipped directly from there to the address on your order. It does not pass through a U.S. warehouse of ours. Signs ship only after you have approved the completion video and paid any balance due.
Carriers: International express courier or freight, depending on size. We send you tracking details once your sign ships.
Order timeline
Typical timing for each stage is shown below. These are estimates, not guarantees; see delays below.
| Stage | What happens | Typical timing |
|---|---|---|
| 1. Design proof | We send a numbered design proof with specifications. | 1–3 business days for the first design proof |
| 2. Design approval | You approve a specific proof version (revisions issue a new version) and pay the deposit. | Depends on you |
| 3. Production | Your sign is manufactured to the approved version. | 10–15 business days after design approval and deposit |
| 4. Completion video | We send a video of your finished sign. | within 1–2 business days of completion |
| 5. Video approval | You approve the video and pay any balance due. | Depends on you |
| 6. Shipping | Your sign is crated and shipped; tracking is sent to you. | 5–10 business days after video approval |
| 7. Delivery | You inspect the crate and sign before signing for it. | Report damage within 48 hours |
Rush production may be available on request — ask for a quote. See How it works for more on each step.
Shipping charges
Shipping is quoted separately on every order based on crate size, weight, and destination, and is shown on your quotation before you approve.
Large signs ship by freight on a crate or pallet. Liftgate or residential delivery may require an added fee, which we quote in advance.
Import duties, tariffs and customs
Because signs are manufactured outside the U.S., orders are subject to import duties, tariffs and customs fees. We pay these and include them as a separate shipping & import line on your quotation, so there are no customs charges at delivery.
Shipping terms: DDP (duties paid): import duties, tariffs and customs brokerage are included in the shipping & import line of your quotation.
What this means. When goods are made outside the U.S., U.S. Customs may charge import duties, tariffs and processing fees, and a customs broker may charge for clearing the shipment. Your quotation shows how these are handled for your order. Tariff rates are set by the government and can change. If tariffs change before you approve your design, we update the quotation so you can decide with the correct price. Once you have approved the design and paid the deposit, we absorb any later tariff change on that order.
Where we ship
We ship to All 50 U.S. states. That includes Alaska and Hawaii, where freight costs more and is quoted in advance. We do not currently ship to Puerto Rico, other U.S. territories or P.O. boxes. Remote or hard-to-reach locations may need extra shipping charges, which we quote in advance.
Your shipping address
Please make sure your shipping address, contact name and phone number are correct and complete before you approve the completion video. Tell us if the delivery address is a business with a loading dock, a storefront without one, or a residence.
If an incorrect or incomplete address causes re-delivery, returns to sender, storage or redirection fees, those costs are your responsibility. Address changes after shipment may not be possible.
Delivery requirements
- Someone must be available to receive and sign for the delivery. Freight carriers usually call ahead to schedule a delivery window.
- Freight deliveries are usually curbside or to the loading dock. Drivers are generally not required to carry items inside.
- Liftgate or residential delivery may be needed if there is no loading dock. These may add a fee, which we quote in advance. Let us know before shipment.
- Large crates can be heavy. Have enough people or equipment ready to move them safely.
- Missed deliveries may result in re-delivery or storage fees charged by the carrier.
Inspecting your delivery
Inspect before you sign. Before signing the delivery receipt, check the crate or box for holes, crushed corners, punctures, tilt or water damage. If you see any damage, write it on the delivery receipt (for example, "crate damaged, corner crushed") before you sign, and take photos while the driver is there.
Open and inspect the sign itself as soon as possible after delivery, before installation. Signing for a shipment as "received in good condition" without noting visible damage can make a carrier claim much harder.
Reporting shipping damage
If your sign arrives damaged, report it to us within 48 hours of delivery. Email sales@intellisignco.com with:
- your order number;
- clear photos of the outside of the crate or packaging, the packing materials, and the damage to the sign;
- a photo or copy of the delivery receipt, including any notes you made.
Please keep all packaging and do not install or discard a damaged sign until we confirm, since the carrier may need to inspect it. If a sign arrives damaged, defective, or materially different from the approved design and video, we will repair, replace, or refund the affected part at our option. See Cancellations, Returns & Refunds.
Damage reported after the 48 hours window, or damage that happens during installation, may not be covered.
Lost or delayed shipments
If your tracking has not updated for an unusual length of time, or your sign has not arrived within the estimated window, contact us. We will work with the carrier to locate the shipment. If a shipment is confirmed lost in transit, we will remake and reship the lost item at no cost to you, or refund what you paid for it, whichever you prefer.
Transit times are estimates. We are not responsible for delays outside our control, such as customs inspections, carrier delays, weather, port congestion, holidays, or changes in trade rules. If you have a deadline, such as a grand opening, tell us when you request your quote so we can discuss timing.
Questions
Contact us at sales@intellisignco.com or +1 (210) 415-8586 (Mon–Fri, 9am–6pm Central), or use our contact page. These terms form part of our Terms & Conditions.