Receiving a Freight Shipment

When ordering an entire kitchen worth of components, you will likely find yourself in a situation where the only option you have for shipping is freight. This means that your delivery will likely arrive on pallets, in crates, or in very long packages and can only be transported on a semi-truck or large delivery truck. Given these circumstances, receiving a freight shipment at your home will require special consideration and preparation.

What to Expect from the Freight Service

Whenever we ship a project via freight carrier from the manufacturing facility we provide the following services:

Residential Delivery: This means that a delivery truck will transport your pallet, crate, and/or packages directly to your home unlike a regular LTL shipment which will only transport to facilities with loading docks.
Lift-Gate Service: The driver will use a hydraulic or motorized lift to take your pallets, crates, and/or packages off the truck and potentially use a hand truck or hydraulic hand pallet truck to move your items a short distance over level ground, to a more convenient location, such as near a garage or up a driveway.
Call-Ahead Service: The driver or dispatch operator will call ahead. Each carrier is different and the amount of time prior to delivery will vary by circumstance. You will usually get a call one hour to one day ahead of your delivery time, with the primary purpose of the call being to verify that someone will be home to receive the delivery and sign a delivery receipt. It is almost always the policy of freight delivery services not to deliver a shipment unless someone is present to receive and sign for the delivery.
NOTE: Freight delivery services usually have limited ability to affect when and how a delivery is made. 20-40 ft trucks are often packed with many pallets and/or crates destined for different locations and they are typically large enough that they will block the other deliveries from being unloaded in any fashion other than what is opposite how it was initially loaded. It is always advisable to track your shipment and make sure you or someone you trust is available to receive the shipment and follow the proper procedure for receiving a freight delivery.

What NOT to Expect from the Freight Service

You will likely not be able to schedule a specific time for your delivery
The delivery driver is not obligated to wait any longer than 15 minutes at a location outside the act of unloading your shipment
The delivery driver is not obligated to bring your shipment inside any building, whether it be a house, apartment, or garage. The delivery driver will reverse the truck as close as they are capable of doing (safely) and will, at a minimum, put the shipment on the ground. Many (but not all) are usually willing to use their hydraulic hand pallet truck to move your pallet(s) and/or crate(s) a short distance that is easily accessible to the driver. These hand trucks are not designed to move over terrain any rougher than a flat concrete (or similar) surface.
The delivery driver will not unpack or carry the contents of your shipment anywhere
The delivery driver is not obligated to point out damage to your shipment that may have taken place in transit

What You Will Receive Ahead of Time

An email that describes generally what to expect with a freight delivery. This will inform you of the responsibilities you have and procedure you must follow if you wish to be prepared to make a claim in the event that something goes wrong (loss or damage of product.)
The BOL (Bill of Lading): This is a document that details what is being shipped (package type, size, and weight), who the carrier is, 3rd party delivery services being used, from where it is being picked up, to whom it is being delivered, when it was picked up, and what accessorial services will be provided.
Carrier & Tracking Information
An estimate as to when delivery may take place

Preparing for When the Delivery Arrives

It is a good idea to have help ready in the form of a physically capable friend, family member, or professional (meaning: we recommend having at least two people present who are capable of bending over and lifting at least 50 lbs.) This will help ensure that you are able to quickly dismantle the pallet and move your products to a safe location.
Do your best to ensure that a semi truck is capable of getting somewhat close to where you intend to physically carry product into your home or residence. Consider moving any vehicles (within your power and legal authority to move) out of a driveway or alleyway that has clear access to the preferred entryway to your home or residence.
*Please do not pressure or force anyone you do not know to move vehicles. Delivery drivers are usually capable of dealing with most obstacles.
It is a good idea (but not absolutely critical) to clear a pathway that is at a minimum 40″ wide where you imagine a pallet could be theoretically driven with a hand truck from the delivery truck to a more convenient location near the preferred entryway to your home or residence
Have a utility knife and/or a sturdy scissors (such as tin snips) available to cut through pallet straps and stretch wrap
*Be careful when using any blades not to cut through the packaging material in a way that damages your product!
Have a plan for disposing of a sizable amount of cardboard, foam, dunnage, stretch wrap, pallet straps, and the pallet(s).
Have a spot cleared and ready to carry your product to that is protected, clean, easily accessible, and climate controlled (it is ideal to avoid moisture, excess humidity, sunlight, and extreme temperatures.) Keep in mind that some items may be large (we occasionally sell components up to 36″ x 96″!)

When Your Freight Delivery Arrives

Be present at the time of delivery or have someone you trust present at the time of delivery
Do not, under any circumstances, climb onto or touch the delivery truck
You should never be expected to unload the truck
Treat your delivery driver with respect
When your delivery is lowered to the ground and moved to its final destination (where the product physically becomes yours), it is a very good idea, but not mandatory, to take pictures. Take pictures of all angles and inspect the condition of the packaging itself. Spend a minute or two doing this, but usually no more than five (under normal circumstances.) DO NOT remove any product from its packaging at this time. You are only preparing to state the condition of the packaging, as this will be indicative of damage in transit. Take note and describe ANY damage you see on the delivery receipt, which the delivery driver will hand to you to sign. Be concise.
Even if there is damage, receive the shipment and allow the delivery driver to leave after the shipment has been inspected and signed for. DO NOT refuse the shipment.

Unpacking Your Freight Delivery

Find the Packing List, which will usually be adhered to the exterior of one of your items. Remove the packing list. Keep it safe and handy. You can use it as a guide or checklist to ensure that all items are present in your delivery.
Read all warnings and take note of any stickers or writing on the packaging
Use your utility knife or sturdy scissors to cut away any straps and stretch wrap using caution not to damage the product within
Promptly dispose of any packing material or dunnage you do not wish to keep or repurpose
Carefully unpack and carry the product to a safe location, checking off on your packing list or invoice each item as you unpack it. Verify that all items are accounted for. If any items are missing, take note or keep track as best you can and be prepared to share that information with us.
After the items are in a safe location, inspect each item (front, sides, and back.) Look for any damage or defects. Take note, take pictures (front and back) of any damaged or defective items.
Dispose of the remaining packaging material and any crates or pallets once all of the product has been moved to a safe location.
If you find anything missing, damaged, or defective—send us an email with pictures and we’ll help work toward a speedy resolution.