Shipping policy

How your order ships

Walk-in cooler and freezer doors, panels, and boxes ship by LTL freight carrier on a pallet or crate, fully protected for transit. Smaller parts and accessories ship by standard ground carriers (UPS/FedEx/USPS).

We ship nationwide from our facility in Detroit, Michigan (13770 Nelson St, Detroit, MI 48227). Local pickup is available at no charge — choose "Pickup" at checkout or when requesting your quote.

Production times and conditions

  • Standard production time is about 5 weeks from order confirmation. This is an estimate, not a guarantee.
  • Expedited (10 business days) and Rush (3 business days) production are available for a fee, in limited numbers, selected on the door's product page.
  • Production time starts when your order is confirmed: payment is received and we have confirmed your measurements, frame type, finish and hinge side. Business days exclude weekends and holidays.
  • Production time does not include transit time, which is typically 1–5 business days depending on your distance from Detroit.
  • All production times depend on materials and hardware being available. If a material shortage or supplier delay affects your order, we will contact you with a revised date.
  • If we cannot meet an Expedited or Rush date, you may either keep your order at the revised date and receive a refund of the production upgrade fee, or cancel for a full refund if production has not started.
  • Our responsibility for a production delay is limited to refunding the upgrade fee. We are not responsible for lost business, spoiled product, installer or contractor charges, or other costs caused by a delay.
  • Changes to an order after confirmation restart the production time.
  • Custom sizes and configurations may take longer. Call 313-528-7888 before ordering Expedited or Rush on a custom door.
  • We are not responsible for delays outside our control, including carrier delays, weather and supplier delays.

Freight delivery — what to expect

  • The freight carrier will contact you to schedule a delivery appointment. Please provide a phone number where you can be reached.
  • Standard freight delivery is curbside. The driver is not required to bring the shipment inside your building. If you need a liftgate truck (no loading dock or forklift), let us know when ordering so we can arrange it.
  • Someone must be present to receive and sign for the shipment.

Your shipping address

You are responsible for giving us a complete and correct delivery address. Please check the shipping address on your order confirmation as soon as you receive it. If anything is wrong, contact us right away at 313-528-7888, before your order ships. Costs caused by an incorrect or incomplete address, including redelivery, rerouting, storage and return freight, are the customer's responsibility.

Inspect before you accept — important

Before you sign the delivery receipt or accept the shipment, inspect it and confirm:

  • The shipment is free of damage
  • Size
  • Color
  • Hinge side
  • Cooler or freezer
  • Frame type and jamb size

If the shipment is damaged or the item is not what was ordered, refuse delivery so it is returned to sender, then contact us right away at 313-528-7888. We will remake and reship the door immediately.

If you accept a shipment that is damaged or is not what was ordered, you will be responsible for the return freight for a replacement.

Rates

Shipping rates are calculated at checkout based on weight and destination. Weights are rounded up to the next full pound to reflect our carriers' policies. For large or custom orders, we may quote freight separately to get you the best rate — contact us at sales@eltcustomcoolers.com or 313-528-7888.

Outside the continental United States

Standard freight delivery covers the continental United States. For Alaska, Hawaii, Canada or other destinations, contact us at sales@eltcustomcoolers.com or 313-528-7888 for a freight quote before you order.