MAD Design USA invests in secure packaging, reliable carriers and clear delivery processes to help orders arrive safely and efficiently. This policy explains how shipping, delivery, lead times, delivery access requirements, split shipments, additional delivery charges and delivery-related issues are handled for consumer orders placed for delivery within the United States.

MAD Design USA is the trading name used by EcoSmart Inc., a California corporation, for US consumer sales. This policy applies to consumers purchasing for personal, family or household use in the United States and applies alongside our Website Terms & Conditions, Privacy Policy, Cookie Policy and Return and Exchange Policy.

If you purchase goods in the course of your trade, business or profession, separate B2B Terms of Sale and B2B Portal Terms may apply to those purchases.

1. Delivery information you must provide

To help avoid delay or failed delivery, please provide complete and accurate delivery information when placing your order.

You should tell us before or at the time of ordering if the delivery location has any special access conditions or delivery limitations, including:

  • narrow roads;
  • dirt or gravel roads;
  • steep hills, driveways or ramps;
  • limited-access or weight-restricted roads;
  • gates, security checkpoints or restricted entry;
  • apartment, building or site access limitations;
  • unloading restrictions; or
  • any other circumstance that may affect safe or practical delivery.

If you do not provide information about known delivery restrictions in advance, additional charges, delays or failed delivery attempts may result. Where extra cost is incurred due to undisclosed or unusual access requirements, we may charge the reasonable additional delivery cost before delivery is completed.

2. Delivery area and shipping origin

Unless otherwise noted, products ship via standard delivery from our US warehouse network.

Delivery addresses under this consumer policy must generally be within the contiguous United States and within the areas we service. PO Boxes and freight-forwarding addresses are not accepted for standard delivery, larger items, hazardous materials or palletized shipments, unless expressly agreed in writing.

For Alaska, Hawaii, US territories or other special destinations, separate shipping terms or delivery costs may apply. Where such destinations are supported, this will be indicated on the product page or at checkout.

Some products, destinations or order types may require a manual quotation or delivery review before an order can be accepted. Where this applies, it will usually be indicated on the product page, at checkout, or by our team after the order is placed.

3. Standard delivery service

Unless otherwise stated, orders include curbside delivery to a non-restrictive address, meaning a location where a standard delivery vehicle can reasonably access and complete delivery.

Standard delivery does not include:

  • inside delivery;
  • installation;
  • assembly;
  • unpacking;
  • removal or disposal of packaging; or
  • accommodations for delivery complications or delivery beyond the easiest accessible point at the property.

For larger items, standard delivery may include tail-lift service or similar equipment where required for kerbside or access-point delivery.

If a different delivery service is needed, such as booked delivery windows, special handling, difficult-site access support, crane assistance, inside placement or any other non-standard arrangement, additional charges may apply and availability will depend on the destination and carrier.

4. Shipping costs

Shipping is free of charge to most states for standard delivery.

For special territories or destinations listed on the site (for example, certain remote areas, islands or non-contiguous regions), delivery costs are calculated at checkout based on your location and the dimensions and weight of the products ordered.

Where shipping is marked as “Price on Application” (POA), requires manual quotation, or cannot reasonably be calculated automatically, our team will provide a quote separately before shipment or before order confirmation, depending on the circumstances.

Any optional upgraded delivery services, special delivery arrangements or delivery surcharges will be notified to you before they are charged.

5. Estimated delivery times

Because all ship dates are estimates and delivery timing is fully controlled by the carrier, we cannot guarantee a successful or timely delivery until the carrier has completed the delivery. For that reason, we are not responsible for any third‑party services the customer chooses to schedule in advance, including (but not limited to):

  • Contractors
  • Installation teams
  • Cranes
  • Forklifts
  • Rigging crews
  • Any other onsite service dependent on delivery timing

Customers should only schedule these services after the carrier has successfully delivered the unit. Costs associated with third-party services scheduled before delivery, including missed appointments, rescheduling, or onsite delays, are the customer’s responsibility.

6. Split shipments and partial delivery

Where your order contains multiple items, we may deliver the goods in separate shipments if this is reasonably necessary because of stock availability, carrier limitations, packaging requirements or operational efficiency.

Where an order ships in more than one delivery, each shipment is charged at the rate that applies to what is included in that shipment.

Certain products, including fuel or other regulated goods, may be shipped separately from other items in your order and may arrive on a different day. Where available, separate tracking numbers may be provided for such shipments.

Unless otherwise stated, split shipment of an order does not reduce or limit any statutory or contractual rights you may have in relation to goods already delivered or goods not yet delivered.

7. Hazardous goods and fuel deliveries

Some products, such as e-NRG Bioethanol fuel, may be classified for transport as hazardous materials and may therefore be subject to specific shipping, handling, carrier and routing requirements.

Because of these requirements:

  • e-NRG fuel is shipped separately from other items in your order and may arrive on a different day;
  • you will receive an individual tracking number for your fuel shipment where tracking is available;
  • certain delivery services or destinations may not be available for hazardous goods; and
  • additional restrictions, documentation or delivery conditions may apply depending on the delivery address and applicable transport rules.

If a fuel or hazardous-goods shipment cannot be completed to your address, Customer Support will work with you to discuss alternative solutions or cancellation as appropriate.

8. Tracking and dispatch confirmation

Where tracking is available, tracking information will be sent to the email address provided with your order once the shipment is in transit.

In some cases, tracking events may take time to appear after dispatch. Tracking availability and the level of tracking detail may depend on the carrier, service level and destination.

9. Delivery access, failed delivery and redelivery

You are responsible for ensuring that the delivery address is accurate and that delivery can be safely and reasonably completed.

Additional charges may apply where:

  • a shipping address change is requested after dispatch;
  • a specific delivery date or time window is requested;
  • special arrangements are required due to difficult access conditions;
  • delivery cannot be completed because no one is available where attendance or signature is required;
  • the goods cannot be delivered safely at the address provided; or
  • multiple delivery attempts, storage, return handling or redelivery services are required.

If delivery fails due to inaccurate address details, lack of access, refusal of delivery, or failure to collect goods where collection is required, we may charge any reasonable redelivery, storage, return or handling costs, except where the failed delivery is caused by us or our carrier.

10. Risk and receipt of goods

Where we arrange delivery, the risk of loss of or damage to the goods generally passes to you when you, or a person identified by you to take possession of the goods, takes physical possession of them.

If you arrange your own carrier and that carrier option was not offered by us, risk may pass earlier, at the time the goods are handed to your chosen carrier. Any rights you may have directly against the carrier are separate from this policy.

Risk on a return. Where you are returning an item and we arrange the carrier, we carry the risk of loss or damage on the return journey. Where you choose your own carrier for a return, you carry that risk — see our Return and Exchange Policy.

Please inspect your goods as soon as reasonably possible after delivery and report any visible damage, missing items or delivery issues promptly in accordance with our Return and Exchange Policy. This does not affect any rights you may have under applicable law in relation to goods that are damaged, defective or not in conformity with the contract.

11. Delays and inability to deliver

Estimated delivery dates may be affected by events outside our reasonable control, including carrier disruption, severe weather, supply chain interruption, port congestion, customs or regulatory inspection, labour disruption or other unforeseen events.

If we are unable to deliver the goods within any agreed timeframe, we will aim to inform you and work with you to arrange a revised delivery date or alternative solution. If delivery cannot be completed within a reasonable time, you may be entitled to cancel and receive a refund for the undelivered goods, in accordance with applicable law and our Terms & Conditions.

If we are unable to deliver to your address at all after order acceptance due to legal, logistical or operational reasons that were not reasonably apparent beforehand, we may contact you to discuss an alternative solution, additional charges, or cancellation and refund as appropriate.

12. Remote and non-standard delivery areas

Some delivery areas in the United States may involve remote-area routing, island delivery, special carrier handling requirements or extended lead times.

Where special delivery conditions apply to your destination, we will aim to inform you before dispatch. Additional charges or longer lead times may apply for remote or non-standard delivery areas.

13. Contact

For help with shipping, delivery times, access requirements, manual freight quotations or delivery issues, please contact MAD Design USA Customer Support using the contact details provided on this website.