Freight Shipping Delivery Guide
Even though modern mail carriers are incredible (all you have to do is click a button, and stuff shows up at your door), some deliveries won't fit in a shoe box and the back of a postal truck.
Many of our products are heavy yet delicate. Our dependable freight carriers quickly deliver even the heaviest items to the curbside when orders are big enough for pallet shipping.
We've outlined all the key information here to make the significant drop-off quick and simple, as freight delivery differs from the typical shipping process.
We recommend printing our freight delivery checklist for a practical, step-by-step guide on delivery day. Contact us at info@shelteredgardens.com if you need assistance with your freight shipment or have a few questions.
5 Easy Steps to a Successful Freight Delivery
1. Look out for Your Shipping Confirmation Email
As soon as your order leaves our warehouse, you will receive a shipping confirmation email. This email outlines the shipping process for your carrier and includes a link to the order status page where you can track your order. While most carriers provide only a tracking number and an estimated delivery date, a few may contact you to arrange a precise delivery window.
2. Prepare for Curbside Delivery
Your shipment will arrive on a pallet or pallets and will be left at the curb at the end of your driveway. You are responsible for moving your freight shipment from the curb into your home or backyard. Please arrange to have at least two helpers on call, as drivers are not insured to enter your property or assist beyond the curb.
3. Be There on Delivery Day
You must physically be present during the designated delivery window to sign the delivery receipt provided by the driver. Even if no appointment was made, your presence is crucial to inspect your shipment and decide whether to accept it.
4. Inspect Your Pallet and Accept (or Refuse) Your Shipment
Carefully inspect the shipment for any dents, tears, or other damage upon arrival. Document any damage with photographs and make detailed notes on the delivery receipt. If significant damage is evident, refuse the shipment and notify us immediately at info@shelteredgardens.com. If you are not present, ensure that your helpers are aware of these steps. Should any issues or damage be discovered post-acceptance, report them to info@shelteredgardens.com with photos within 3-5 days to expedite the replacement process (to ensure coverage under all manufacturers' policies, report within 3 days).
5. Unpack & Verify Order Accuracy
If the shipment appears in good condition, move it from the curb and begin unpacking. Verify that all components are present and in good condition, as smaller items may be packed inside larger ones. If any issues arise, such as an incomplete order or damaged goods, please contact us within 3-5 days of delivery (to ensure coverage, report within 3 days).
By following these steps, you can ensure a smooth delivery process for your large and heavy items. Remember, our customer service team is here to assist you with any questions or concerns regarding your delivery. Please don't hesitate to reach out to us at info@shelteredgardens.com for further assistance.
Print our delivery checklist.
Common Questions about Freight Delivery
Although we've covered the essentials of freight delivery, some aspects of the process can be challenging to understand. Therefore, we've compiled a list of frequently asked questions covering everything from scheduling your delivery to handling damaged packages, so you're always informed. Have a question that still needs to be addressed here? Contact our professionals at info@shelteredgardens.com.
How do I know if my shipment is being delivered by freight?
After placing your order, watch for your shipping confirmation email, which will include your delivery method. Of course, you can always contact us at info@shelteredgardens.com if you expect a freight delivery; we're working on ways to notify you sooner.
When will the freight carrier call me to schedule a delivery?
Typically, freight carriers won't call you before delivery. However, some delivery services may contact you as a courtesy to schedule a delivery. When your order arrives at a freight company's local facility, the carrier may call you to schedule this. Therefore, it is essential that you provide the best phone number to reach you when placing an order with us. The freight company will call that number, and you don't want the delivery process delayed if the carrier can't reach you. Decide on a delivery window (4-8 hours), mark it on your calendar to remember, and plan to be there.
Do I need to be home to accept the delivery?
If the carrier calls you to schedule your delivery, you only need to be there to accept your shipment. To confirm delivery, the freight driver will give you a receipt you must sign (unless you reject the delivery due to package damage; see below for more information). You do not need to be home to receive your delivery if they did not call to schedule it, but we still recommend being there to check it and move it from the curb.
Will the driver help me move the pallet to my backyard?
No, all truck drivers will only make curbside deliveries. Their liability insurance does not cover the inside of your property. Although the liftgates on their semi-trucks are used to unload the goods, it is ultimately your responsibility to drive the shipment up your driveway and into your house or backyard. To help you when your delivery arrives, we recommend having at least two helpers nearby. You'll appreciate the assistance because items ship only via freight when they are too large or heavy for standard courier service.
What should I do when my shipment arrives?
Upon delivery, look over the pallet and packaging for any issues. Spend some time checking for any dents or tears. After carefully inspecting your shipment, you have two options: either refuse the delivery if there is excessive damage, or note any minor damage on the receipt before signing to accept the delivery. Please refuse delivery only if several items are damaged, and contact us at info@shelteredgardens.com immediately if any item is damaged.
Be aware that smaller items may be shipped inside larger items, which can create the impression that your order isn't complete. Please unpack each item completely before calling to report any missing parts. If you check your shipment and find any issues, don't worry if the driver isn't there. Any problems should be reported to info@shelteredgardens.com within 3-5 days (to ensure coverage, report within 3 days).
What should I do once the driver leaves?
- Grab the packing list inside your packages after carefully removing the shrink wrap.
- To ensure your order is complete, cross-reference each item's model number with the packing list. The box's exterior or a UPC sticker attached to the box will display the model numbers. Make sure to unpack each component in full, as some items may be packed inside others. Carefully open the boxes and inspect each item to check for physical damage. Verify all of the moving parts, including the hinges, knobs, arms, legs, and feet.
- Contact us at info@shelteredgardens.com as soon as you can if there are any issues with damages or missing items. After accepting the delivery, you have 3-5 days to report any issues (to ensure coverage, report within 3 days). We want to take care of you immediately.
What should I do if my shipment is damaged?
Before calling us:
- Note any obvious damage on the receipt, such as a tear in the shrink wrap, that is visible on the packaging. If the shipment contains several damaged items, you may refuse delivery.
- Unpack each item completely and check it for physical damage as well.
- If you notice any scratches or dents on the items themselves, take pictures and notify us by e-mail at info@shelteredgardens.com immediately.
How long do I have to notify Sheltered Gardens about an issue with my shipment?
You must report any damages or other issues with your order within 3-5 days of delivery (timeframe varies by manufacturer). To ensure coverage under all manufacturers' shipping insurance policies, report all issues within 3 days. Please include photos of the damage (including the boxes) to info@shelteredgardens.com.
What happens if the carrier misses the scheduled delivery window?
We know how frustrating it can be to plan a day off work and round up some friends to help, only for the delivery window to pass with no sign of your shipment. If that happens, please contact us at info@shelteredgardens.com immediately so we can assist with rescheduling the delivery and notify the freight company of the missed appointment. Of course, we'll always set up whatever works best for you, but we may also explore alternatives such as a terminal pickup.
Are there places freight companies won't deliver to?
Freight carriers usually make deliveries in semi-trucks, which cannot navigate narrow, dead-end, or obstructed streets. If your residence is in such a location, please let us know at the time of your order, and we'll work with you to find a solution. For example, we may arrange a terminal pickup, allow an address change, hire movers to assist with delivery, or find a carrier with a truck small enough to reach your residence.
Have any other questions? Get in touch with our experts at info@shelteredgardens.com.