Overview: Orders exceeding the weight or size limits for FedEx or UPS will be shipped via truck.
Freight Cost Calculation: Freight costs for large shipments differ from regular packages. If you encounter the message "Heavy package - we will contact you with a quote" during your order, it indicates that we need to manually determine the freight cost. We'll email you the quote, and only after your approval will we proceed with the shipment. You have the option to use your own carrier.
Customer Experience: We understand that our customers have varying levels of shipping and receiving experience. Trucking company policies and fees are determined by the carrier, and we transparently pass these to you.
Tracking and Delivery: Customers will receive LTL Receiving Instructions and tracking (PRO#) via email. For delivery appointments, contact the carrier directly using the provided number. Missed appointments may result in additional fees by the carrier. If you require a lift gate truck, notify us during purchase. Any second delivery attempts or additional services by the trucking company will incur extra charges.
Tailgate (Dock-to-Dock) Delivery: ICC regulations mandate that truck drivers only bring merchandise to their vehicle's tailgate. Customers are responsible for unloading. If you lack the means for unloading, consider:
Lift Gate Service & Inside Delivery: These can be requested before shipment. Inside delivery incurs ADDITIONAL CHARGES and doesn't include lift gate service by default. If you lack a receiving dock, request a lift gate. For inside deliveries, the driver will assist in moving the merchandise into the building and possibly to other floors if an elevator is available. Note: The driver will not assist beyond the ground floor if no elevator is present, and additional help may be needed for steps.
Post-Delivery Responsibilities: Upon receiving, you're responsible for unpacking, placement, and debris removal. Inspect your order immediately. If you notice any damage or missing pieces, have the driver note it on the delivery receipt. Open and inspect all packages right away, preferably in the driver's presence. Report concealed damages within 15 days of receipt to the freight company and retain all packing materials for inspection. Contact us for guidance on reporting damages and claim procedures.