Shipping policy

1. What this policy covers

Rose Brand Wipers, Inc. sells theatrical and scenic materials. Catalogue images and the word “Standard” are not a dimension, a fullness or a finish. Coverage, drop, usable width and intended use belong in the order notes. This page explains how delivery works for theatre curtains and stage fabrics after you send an order request. It does not, by itself, create a shipment or a charge.

Small fabric lengths may travel as parcels. Drapes and backdrop panels often need freight. We confirm the service, the charge, the receiving requirements and an estimated window before payment. A residential address can change the service.

2. An order request is not a dispatch

Checkout on this site sends a request. We review the items, the delivery address and any notes you added. Only after we write back with availability, the delivery charge and the payment instructions is there an order to fulfill.

Do not assume the catalogue price includes shipping, and do not assume a dispatch date from the day you pressed the button.

3. Where we deliver

We arrange delivery to addresses in the United States. The store is based in Secaucus, New Jersey. If you need a shipment outside the United States, ask before you send a request. We will say whether we can do it. We do not quietly convert an international address into a domestic one.

• Use a complete street address, city, state and ZIP code.
• Add an apartment, suite or receiving dock if the carrier will need it.
• Give a phone number the carrier can use on the day of delivery.
• Say if the address is a residence, a workplace or a venue with limited receiving hours.

4. Charges and timing

Tell us the opening, the drop, the hanging arrangement and any cut length you need. On-screen color is a reference. Ask about pile direction, opacity and sample availability before you treat a photograph as a specification.

5. After you pay

We hand the goods to the carrier named in our confirmation, or we arrange the freight we described. Risk of loss in transit follows the arrangement in that confirmation. Keep the confirmation email. It is the record of what was agreed.

We will send tracking or a freight reference when the carrier provides one. Some local or freight movements do not produce a consumer tracking page. If that is the case, we say so in the confirmation.

6. When the delivery arrives

Look at the outside of the parcel or crate before you sign, if a signature is requested. Note crushing, a broken seal or a wet carton with the driver when you can, and email us the same day with photographs. Concealed damage should be reported as soon as you open the goods, and in any case within 48 hours.

A delay by the carrier does not by itself cancel the order. Write to us with the order reference and we will trace it.

7. Address changes and failed delivery

Ask for an address change before the goods leave us. After dispatch, a change depends on the carrier and may add a charge. A parcel returned because the address was incomplete, no one was available to receive it, or receiving hours were missed, can be sent again only after a new charge is confirmed.

We are not responsible for a delay caused by an incorrect address, a missing suite number, a venue that could not receive freight, or a weather or carrier disruption outside our control. We will still help you trace the shipment.

8. Questions about a shipment

Include your order reference, the product name and the delivery ZIP code. That is enough for us to find the request without asking you to repeat the whole order.