Freight Delivery Information
Freight Shipping Information
Some heavier or larger items can only be shipped ground freight. Freight shipments will be delivered by a common carrier, a truck freight company, and typically take 7-14 days to arrive at your curbside. Freight shipments cannot be expedited. When your item is ready for delivery, the freight company will notify you by phone to arrange a delivery date and time. Typically, the freight company will give you a four-hour window of time for delivery, and someone must be home (or at your delivery destination) during this window in order for the item to be delivered. During delivery, the freight company is not responsible for carrying the item off the truck and into the building, so the driver may or may not assist you with moving your package(s) indoors. For heavier and larger items, we recommend that you have someone available to assist you. The freight company may offer additional service options, such as liftgate (getting the item off the truck), inside delivery and assembly, for an additional service fee. You can arrange for these services directly with the freight company when delivery arrangements are made. You will be responsible for paying the freight company directly for those services. In the rare event that your curb or driveway is not accessible by the freight company, the freight company may deliver your item to the nearest accessible location. You would then be responsible for moving the item from that location to your final delivery point.
Not all freight delivery companies offer white glove/set up service as a delivery option. If you are interested in purchasing white glove/set up service for your order, please check with us ahead of time so we can determine if that option is available for your order. If white glove/set up service is not available, you can still place your order with normal freight service (included), or purchase liftgate and standard inside delivery (without white glove/set up) from the freight company when your item is delivered.
PLEASE NOTE: For all freight shipments, you MUST immediately inspect the package for potential damage at the time of delivery. While it is normal for cartons to show some wear, if it is clear that damage to the item has occurred, please write "PRODUCT DAMAGED" on the sheet that the freight company asks you to sign, do not accept the delivery and contact us immediately at 1-800-449-0941. Once you contact us, we will work together with the freight company to determine whether the item is damaged and identify the source of the damage. If it is clear that the item is in fact damaged, we will make arrangements to have a replacement sent out to you and have the original item returned. If it is determined that the item is not in fact damaged, the item will be re-delivered to you.
When accepting a freight shipment, it is very important that you note any damage at the time of delivery in order to facilitate the damage claim process. When damage is noted only after the item has been accepted for delivery free and clear, you may need to file a concealed damage claim with the freight company. If, after accepting delivery, you discover concealed damage that was not apparent at the time the item was delivered, please contact us immediately at 1-800-449-0941 so we can assist you. Please also be sure to keep all the original boxes and packaging until your damage claim is resolved. In cases where only part of your item is damaged, we may be able to send out a replacement part, although for some items that may not be possible. In cases where sending out replacement parts is not an option, we will help you file a concealed damage claim with the freight company, for full or partial compensation. All damage claims are time sensitive and must be reported no later than 7 business days after the item is received. We regret that we cannot accommodate damage claims that come in more than 7 business days after delivery.