Heavy Freight Shipments
Heavy Freight Frequently Asked Questions
Q: Why is my order shipping heavy freight and not by UPS or FedEx?
A: Some items we sell are too large or too heavy to ship using a small parcel carrier, therefore the best and most efficient option is to ship using a common carrier. All items that ship heavy freight have this noted on their product page.
Q: What does a tail gate delivery mean?
A: Tail gate delivery means that the driver will bring the item(s) to the tailgate of the truck for you to unload. You must be available to take the item(s) from there. If you can handle this, shipping is completely free. Bear in mind that some items are heavy so make sure you have someone available to help, if needed.
Q: What does a lift gate delivery mean?
A: Lift gate delivery means that the driver will lower the item(s) down to the ground using a metal plate (lift gate) attached to the back of the truck. This will save you the trouble of having to lower the item down to the ground from the back of the truck yourself, especially if it is heavy. Once the item is lowered to the ground for you, you are responsible to take the item(s) from there. This can be beneficial in saving you the trouble of requiring someone else be available to help unload when the truck arrives. If you have a dock, a lift gate is not needed.
Q: What does inside delivery mean?
A: Inside delivery means that the driver will deliver the item(s) to you through the threshold of your building. For residential deliveries, this typically means inside your garage. The driver will wheel the item through the threshold on a pallet, with a pallet jack, so the width of the opening needs to be large enough. Unfortunately they are not authorized to use stairs or elevators, nor will they place it in the room of your choice, or remove packing materials. They also cannot use a pallet jack on graded slopes, gravel driveways, etc. Please note that inside delivery is not available on every model. If you have a dock, inside delivery is not needed.
Q: How long will it take for my item(s) to arrive?
A: We will provide you with an estimated day of delivery. Unlike UPS or FedEx, heavy freight shipments can vary on delivery times. Most items are delivered within 7 days, however, we're not always able to provide the customer with tracking numbers or firm delivery dates.
Q: Do I need to be present for delivery?
A: Yes. Whether you choose tail gate, lift gate, or inside delivery, you need to be available to sign for the shipment. If you are unavailable at the time of delivery, you may incur a $60-$90 re-delivery charge.
Q: Is the carrier required to call or notify me when they are coming?
A: Unfortunately they are not required to, however, most carriers do attempt to contact the receiver to avoid a wasted trip. Please do not assume that you will receive a phone call.
Q: I received my item(s) damaged. Should I refuse delivery?
A: No. Please note all visible damage with the carrier when signing for delivery and keep all original packaging. Please contact us right away. We address all heavy freight damage claims individually so we can provide our customers with the fastest replacement solutions.