What do I need to know about freight deliveries?

Large orders (over 130 pounds) typically ship via freight services. This means that we deliver your products on one or more pallets. 

We coordinate with freight carriers to deliver your order within the estimated delivery window. Receiving freight is more complicated than parcel shipments, so here’s how to prepare:

Cost Freight shipping is usually billed separately. You will receive a freight shipping invoice once the shipping weight, dimensions and delivery details have been finalized. 

Tracking When your order ships, you will receive an email notification containing all the available tracking information. Please note that some freight carriers have less detailed tracking information than parcel carriers such as UPS or FedEx. 

Space Pallets are usually 40 by 48 inches and stacked up to 6 feet high, so make sure that you have room to store them. If you would like more precise specifications, contact us to find out how many pallets you should be expecting. 

Receiving You have to be present to receive a freight order. If you’re not available, you are responsible for redelivery charges.

Receiving a pallet requires some special equipment. To unload your delivery from the truck and into your space, you will need one of the following options:

  • A loading dock + pallet jack: A pallet jack lifts your pallet off of the ground. From there you can wheel it right off the truck and onto a loading dock. 
  • A forklift: a forklift will lift and lower your pallet off of the truck and onto the ground.
  • A liftgate + pallet jack: If you don’t have either of those options, tell us and we’ll ensure that the driver has a liftgate. A liftgate lowers pallets onto the ground from the truck. When it’s on the ground, you’ll still need a pallet jack, or some tool to move the pallet around. 
  • A lift gate + manual labor: If you don’t have a pallet jack or forklift, you can manually unload the pallet when it’s off of the truck. 

Please let us know if you need a liftgate to unload your order. If we don’t know, you may get hit with last-minute shipping charges.

When you accept a freight shipment, you will receive a Bill of Lading (BOL). This acts as a receipt. Don’t sign it until you’ve looked over the shipment for any exterior damage. If you see any damage, note it on the BOL, take photos, and contact us ASAP. 

3PLs Third Party Logistics (3PL) providers have specific shipping instructions. Before shipping to your 3PL, please send us their shipping instructions. It’s a simple step that could spare you extra fees from the freight service or 3PL

Customs Some products are manufactured outside of the country they will be delivered in. When products ship from one country to another, they pass through customs.

Unfortunately, customs can be unpredictable and opaque. We do our best to estimate customs processing time but are not responsible for any delays that may occur at this stage. We cannot refund or discount orders that exceeded delivery estimates due to customs. If you are wondering if your product will go through customs, contact us.

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