Receiving & inspecting your delivery

Before your freight arrives

• We email you the business day before the expected delivery. The carrier sets the final time and may call ahead to schedule it.
• An adult age 18 or older must be on site for the full delivery window to receive, inspect and sign.
• Need to change something? Reply to any order email or call us instead of calling the carrier. Services added with the carrier after booking or at delivery, like liftgate, inside delivery or an appointment, are billed to you as extra fees.
• If you ask the driver to help unload or bring anything inside, the carrier may charge a driver assistance fee.
• Don't book your installer until the carrier gives you a firm delivery appointment. Installer trips lost to a delayed truck aren't reimbursable.

Liftgate delivery

• The liftgate lowers the pallet to ground level. The driver does not move it inside.
• Have a clear, level path, and a pallet jack or two people to move the shipment from the curb.
• Tell us before delivery about anything that could block the truck: narrow streets, gates or low clearance.

Freight without a liftgate

• You unload. The truck bed sits about 48 to 52 inches off the ground, and the driver is not required or insured to help.
• Have two or more able-bodied people on site. Every item or handling unit on these shipments is 100 lbs or less.
• If you can't unload it, contact us before it ships. Liftgate service added after dispatch or at delivery is billed at the carrier's rate.

Dock or forklift delivery

• A working forklift rated for at least 6,000 lbs, with forks at least 6 ft long, and a certified operator must be on site for the full delivery window.
• Have three to four more people available if the equipment needs positioning by hand.
• The driver will not unload, and the carrier is not responsible for damage during unloading.
• Check that the truck can get in: turning room, clearance, paving, a staging area and gate width.
• If the forklift isn't ready when the truck arrives, redelivery, storage and waiting charges may apply.

Free unloading time

Up to 2,499 lbs

45 min

2,500 – 4,999 lbs

75 min

5,000 – 7,499 lbs

105 min

7,500 – 9,999 lbs

135 min

10,000 – 19,999 lbs

165 min

20,000 lbs and up

195 min

Extra time is billed at the carrier's waiting rate. Have people and equipment ready before the truck arrives.

Parcel delivery

• Check the box for crushing, punctures or rattling before you open it.
• Open and inspect the contents within 24 hours, even if installation is later.
• Photograph any damage, including the outer box and packaging, before throwing anything away.
• Keep all original packaging until you've confirmed the item is undamaged and complete.
• Report damaged, missing or wrong items with photos within 5 business days.

Inspect freight before you sign

• Count every piece against the delivery receipt.
• Check every side for crushed corners, torn wrap, broken straps, punctures, water stains, forklift strikes or tipped units.
• Open cartons or crating if you can while the driver is there.
• Photograph the freight on the truck before it's moved or unloaded.

Signing the delivery receipt

The driver hands you a delivery receipt, also called the bill of lading. Signing it without notes says everything arrived complete and undamaged, and the carrier can then deny a damage claim.

If anything is damaged or short, even cosmetically

• Write DAMAGED and exactly what you see on the receipt before signing. Note exact shortages the same way.
• Accept the shipment unless the equipment is clearly destroyed or unusable. Call us first at (888) 307-5030 when you can.
• Keep a copy of the signed receipt. Photograph every side, close-ups, the packaging and the notes you wrote.
• Send us the photos and the signed receipt the same day.

If the driver won't wait

Write Received – pending inspection. Driver would not wait. Add the date and time, inspect right away, and report anything within 24 hours.

After delivery

• Hidden damage. Damage you find after unpacking must be reported within 5 business days. Keep the packaging until then.
• Delivered email. We email you when the carrier marks your order delivered.
• Check-in. The next business day we ask how the delivery went. Reply with anything that wasn't right, from damage to a driver who ignored your instructions. A person on our team reads every reply.
• Protection plans. A plan starts once we have the unit's serial number. It's on the rating plate, a metal or foil label usually inside the door, on the back or underneath. Add it from the link in your protection plan email.
• Warranty. If equipment stops working, file a warranty claim and we'll work with the manufacturer.
• Returns. Contact us within 30 days of delivery for a return authorization. Non-defective returns carry a 35% restocking fee plus return freight. See the return policy.