WHAT IS A FREIGHT CARRIER?
LTL (less than truckload) freight carriers are often used to deliver large or heavy items. They are different from regular ground carriers in that they do not automatically deliver products to your door. They will often pull up to the street curb outside your home and get the product to the ground. This is called curbside delivery. Sometimes, however, the liftgate (which helps lower the product from the truck to the ground) is not included in your service. In this situation, the product is usually light enough for a couple of people to lower safely by hand. For an additional fee, some freight carriers will perform inside delivery, which means they will take your item inside the first threshold of your home. They will not unbox the item and set it up. White Glove service includes unboxing, setting up and removing debris.
HOW DOES THE DELIVERY PROCESS WORK?
Your order will arrive approximately 7-10 business days from the shipping date. It takes slightly longer than a standard parcel delivery because they work off of appointments for residential deliveries.
The carrier will call in advance to schedule a delivery appointment, generally within a 4-hour window. The reason they need to call for an appointment is if one shipment does not deliver that day then the rest of the deliveries on that truck may be blocked. The reason they cannot offer an exact time of delivery is traffic congestion often makes it tough to make a precise time and a driver does not know how long a delivery will take until he arrives at a house and begins the process of unloading and delivering an order. Thus one delay creates a domino effect the rest of the delay.
Freight carriers normally only work Monday through Friday between 8 a.m. and 5 p.m. and are not available for weekend deliveries. If it is more convenient for you most carriers will allow for you to come to the local freight terminal and make a dock pickup. Simply ask the customer service person who calls you for an appointment about dock pickup if you are interested in this option.
WHAT SHOULD I DO WHEN RECEIVING MY ORDER?
Most important is to inspect the package at the time of delivery before you sign the carrier’s delivery receipt. Why? Because once you sign the delivery receipt without any notation of damage you have signed off that the item is in perfect condition. Below are some actions to perform before signing the delivery receipt.
IS THE PIECE COUNT CORRECT?
It is your responsibility to check that all items are correct and all pieces accounted for before you sign. If a box is missing, you may accept the delivered pieces, but make a note of the shortage on the delivery receipt, and contact us about the shortage. Make a note about what items you received and what items are missing.
ARE THE BOXES OR PRODUCT(S) DAMAGED?
You may choose to refuse the delivery if there is unacceptable damage to your item. If you choose to refuse the delivery, you must note the damages on the delivery receipt. Simply write “refused due to damage” on the delivery receipt. Please contact us to notify us of the refusal and if possible take digital pictures of the damage. This will help the claims resolution process with the carrier.
If only part of an item is damaged, you may accept the order if you wish, record the damages on the carrier’s delivery receipt, and contact us. We may be able to replace damaged pieces. We will request that any replacement item(s) be sent to you promptly and without cost to you.
Once you have signed the delivery receipt, including any notation of damage, make sure to ask the freight carrier for a copy of the delivery receipt.
If you discover damages after the delivery is complete, please contact us within 24 hours so that we may resolve the situation immediately. To avoid concealed damages we strongly suggest opening the boxes with the driver present if packaging damage points to possible product damage.