On this page, you will find a list of our company policies. Many are related to the delivery of our products by motor freight. For your information, any more than ten (10) plastic borders usually ships as a palletized load via motor freight, not UPS.
Our company uses third party freight companies for most orders. As such, the freight company is liable for damage or loss that may occur to merchandise during equipment, not our company. However, we will take all reasonable steps to resolve any problems.
Items that ship via motor freight are brought to your loading dock or door by a large delivery vehicle, usually a tractor-trailer. The customer is responsible for making sure that your premises can accommodate delivery by a vehicle of this size and providing our company with information to the contrary at least 48 hours’ ahead of delivery.One option is to unload the vehicle by hand, by cutting the plastic wrap on the freight pallet(s). Please note that most drivers will let you do this but are not obliged to. Also, they are not obliged to help with the unloading; that is the customer’s responsibility.
Unless you specifically request it, the vehicle does not have a motorized lift gate (available for $85. additional cost, with at least 48 hours’ notice). The driver will convey the pallets and/or merchandise to the rear of the truck. From there, it is the customer’s responsibility for unloading the vehicle. If you need the merchandise brought inside your location, this is known as “inside delivery” and must be scheduled ahead of time, for an additional cost.
Delivery Via Vehicle With Motorized Lift Gate
If you request a lift gate on the delivery vehicle, the vehicle driver is only responsible for lowering the merchandise down to the ground. From there, it is the customer’s responsibility to move and/or store the merchandise. If you need the merchandise brought inside your location, this is known as “inside delivery” and must be scheduled ahead of time, for an additional cost.
It is standard procedure for the delivery driver to obtain the receiving customer’s signature stating that the order is complete. So, when you receive your order, please check to make sure that the numbers of items listed on the paperwork matches what you received. If you don’t receive every item and/or you see damage, you should write this on the paperwork and tell the driver. If the customer doesn’t record a short count or visible damage, then the customer is liable for any missing or damaged items. Our company is not responsible for hidden damage (that which is not visible). If you accept delivery and later discover hidden damage, then it must be reported to our company within 72 hours, and we will need to receive digital images of the damage. We will take all reasonable steps to resolve the situation for you, but ultimately the manufacturer and/or the delivery freight company is responsible for any hidden damage.