Shipping policy

Shipping Procedure & Policies

Shipping is free to the 48 contiguous states of the USA (except on failed deliveries OR IF you are on Vacation and do not inform us of do not ship dates in advance). We do not deliver to Hawaii, Alaska, and Canada and other US Islands - it is cost prohibitive. Unfortunately, we also cannot deliver to a United States Territory nor to APO/FPO/DPO. IF your address is inside the United States and is deemed a "Remote Location" (involving extra ordinary shipping charges) - we reserve the right to inform you of the additional shipping charges giving you a choice whether to accept the shipping charges or cancel the order.

Shipping Time

All of our bathtubs are made to order for YOU. Most of our bathtubs take approximately 2-3 weeks to manufacture (this is called Lead Time). Actual delivery time on the truck takes approximately 3-7 days. Shipments originate from our East Coast factory. Interestingly, we are still FASTER than most other vendors (who are often out of stock because their tubs originate from Overseas).

You bathtub order will be shipped after completion (2-4 Weeks). We do not hold shipments UNLESS told of Vacation Hold at TIME OF ORDER. Once your order has shipped and IF you are on vacation OR cannot accept an order and have not informed us in advance at time of order you will be responsible for RETURN FREIGHT CHARGES OR FREIGHT COMPANY STORAGE FEES. This can be very expensive!

All of our bathtub orders are shipped via a freight truck (LTL - with a lift gate), originating on the East Coast. The trucking company will contact you (via phone M-F) 24-48 hours in advance to arrange a timeline for you to be home to accept delivery – thus it is essential you provide a good phone number on your order, otherwise your product will be stored in the freight company warehouse incurring daily storage fees ($35-$50 per day) while they try and contact you. Customer will be responsible for any shipper storage fees. If Malibu Home cannot reach you by email or phone and the freight company has tried reaching you and failed, we will be forced to return your product back to one our factories. At that point we will hold your order and if you contact us, we will require substantial shipping fees to once again send out your product. Essentially you will be charged for 3 shipping directions and the freight company warehousing fees.

The truck (with lift gate) will unload the item at your curbside/driveway. The driver will NOT carry or move the shipment onto your property, thus it will not be brought into your home/condo/apartment - this is due to liability, and is standard for large freight shipments. Thus, we obviously suggest having 2 people minimum to help in moving your order onto/into your property. Note: First Inspect Your Shipment for Obvious Damage Before Driver Leaves (see below for how to inspect delivery).

IF the order shipping address is to a Freight Forwarder - our freight responsibility ends once delivered to the freight forwarder. 

Tracking

We will email you a tracking number (and carrier name) when your order ships.

Spatial Restrictions and Obstructions

Spatial restrictions and obstructions include: small gravel road, low hanging trees or just insufficient space in general for tractor trailer to make delivery. Customer is responsible for advising us at the time of order or the carrier when they call to schedule delivery appointment if the delivery location is not accessible to tractor-trailers so appropriate modifications (delivery or pick up location, type of truck required, etc.) can be made in advance. Extraordinary delivery requirements and "remote location addresses" will incur additional shipping charges. If we discover after shipping that the freight company cannot deliver the tub to your residence, we will notify you and have either the tub held at the nearest terminal for three business days or try to arrange delivery to another location. If the tub remains undelivered, the tub will return to us and we will bill you for the actual storage and shipping charges both ways.

Inspection Upon Delivery

It is your responsibility to inspect item before delivery agent's departure. If the item appears to be damaged in any way, please refuse the delivery and notify us immediately and we will arrange a replacement. Every bathtub leaves our facility in pristine new condition (and is photographed) and since the shipper’s insurance will be voided unless the above procedure of inspection is followed, we cannot be held responsible for damage noted at a later date.

How do I inspect a delivery?

  • Check the top and the sides for any missing/damaged crating or obvious signs something was re-attached.
  • Check for marks, HOLES, etc. indicating the crate/box was punctured or otherwise damaged.
  • If you see damage to the crate, please inspect the area closely to determine whether the product was damaged.
  • Photograph damaged area if possible
  • REFUSE Delivery if you find obvious damage to the item. Do not “Sign off” on the shipment. Instead, describe the damage on the delivery receipt and contact us for a replacement.
  • Sometimes shipping damage isn’t obvious. Please let us know within 48 hours if you locate damage to the item. Thus, it is essential you KEEP YOUR PACKAGING for TWO DAYS so the item can be returned if deemed necessary.
  • We must be made aware of damage within 48 hours to file a claim against the shipping company - any damage reported after this will NOT be free of charge.