Q. Can your appliances be delivered to any address? Even to very remote locations?
A: The answer is yes and no. LTL freight shipments are delivered using large commercial trucks, which require adequate road width, clearance, and safe driving conditions to reach a delivery location. Depending on the location, dirt or gravel roads, narrow roads, steep grades, or other access limitations may prevent the truck from safely reaching the delivery address.
When direct delivery is not possible, the freight company can often coordinate with the recipient to meet at a mutually agreed-upon location, such as in town or at a nearby paved road where the truck can safely access the area. Terminal pickup options may also be available if that is a more convenient solution.
We are happy to discuss the available options over the phone to help determine the best approach for your specific delivery location. Our goal is to make the delivery process as smooth and convenient as possible.
Q: If I order an appliance, such as a refrigerator or range, will the freight driver deliver it wherever I need it on my property?
A: In short, no. Standard LTL freight delivery is curbside only. The driver will unload the appliance at the delivery address provided, in a location immediately adjacent to the delivery vehicle that is safe and accessible. Drivers are not responsible for moving appliances into the home, garage, or other locations on the property.
Once the shipment has been unloaded and the delivery receipt has been signed, the carrier’s delivery obligation is generally considered fulfilled. Please plan accordingly to ensure you have assistance available to move the appliance to its final location.
Q: What should I do if my shipment arrives damaged?
A: If the packaging, crate, or merchandise appears visibly damaged upon delivery, you may refuse the shipment. Please contact us immediately, and we will coordinate the return of the damaged unit at no charge and arrange for a replacement to be shipped.
If the damage is minor and you would prefer to keep the unit, be sure to report the damage to the driver before signing the delivery receipt. Take photos of the damage and ensure it is clearly noted on the delivery paperwork. This documentation is important, as it allows us to file an insurance claim on your behalf.
If you have any questions or need assistance, please contact us as soon as possible so we can help resolve the issue.
Q: If I decide to keep a damaged unit, how does the claims process work?
A: If you decide to keep an appliance that arrives damaged, please report the damage to us as soon as possible so we can begin the claims process.
Please email us or text 928-636-1955 with your name, clear photos of the damaged area, the entire appliance, and all packaging materials. Important: Keep all packaging materials until the claim is completed
Freight damage claims can take anywhere from 30 days to 6 months to complete. We will stay in contact with you throughout the process to discuss possible solutions, including replacement parts, repair costs, and potential compensation for dents or other damage that cannot be repaired.
Our goal is to work with you toward a fair resolution based on the nature and extent of the damage.
Q: What if I don’t discover the damage until after the freight driver has left and I’ve signed the Bill of Lading (BOL)?
A: Damage discovered after the driver has left is known as concealed damage. If you discover damage after delivery, you must notify us in writing within 48 hours of receiving your shipment.
To report concealed damage, please use the contact form on our website or text us at 928-636-1955. Include your name and clear photos of the damage. Keep all original packaging, as it will be needed during the claims process.
Please understand that signing the delivery receipt without noting any damage makes it more difficult to obtain reimbursement. While we will do our best to help, we cannot guarantee full reimbursement for concealed damage. Reports submitted more than 48 hours after delivery eliminates our ability to assist with a claim.
If you order an appliance in advance and do not inspect it until weeks or months later, it will be too late to file a successful claim.
Important: Inspect your shipment as soon as it arrives, even if you do not plan to install it right away. If you discover concealed damage, report it immediately. The sooner the damage is documented and reported to us and the carrier, the better the chances of resolving the issue.
Q: What if I ask my neighbor or someone else to sign for my delivery because I’m unable to be there?
A: If you authorize someone else to accept your freight delivery on your behalf, they are acting as your representative. Please make sure they understand the importance of inspecting the shipment for visible damage and verifying that all items and pieces have been delivered.
Any visible damage or missing items should be clearly noted on the Bill of Lading (BOL) or delivery receipt before it is signed. If the shipment is signed for without noting any damage or missing items, it can be very difficult to hold the freight carrier responsible for the issue, regardless of who signed for the delivery.
Important: Please ensure that anyone accepting your delivery on your behalf knows to inspect the shipment carefully and document any issues before signing.
Q. My order is shipping via freight truck; what should I look for when it gets here?
A. Please note that freight shipments are delivered “curb-side”, meaning that the driver is only responsible for delivery of the shipment to the property – not to the garage, or inside the location. Unfortunately, there are a lot of things that can happen between the manufacturer and your delivery location; therefore we are asking you to do a very small amount of work to protect yourself, and us.
We strongly recommend inspecting the shipment prior to signing the delivery receipt, but some still do not do so; to ensure that you are receiving what you ordered, and in acceptable condition, the National Claims Council Regulations specify that you must inspect, examine, and inventory your shipment, as it is unloaded.
- On arrival, inspect the shipment immediately for obvious signs of damage. Any and all shortages and damages must be written on the Bill Of Lading or Freight Bill. Should you determine that any items are damaged or missing, you MUST note the item, the discrepancy, and the condition before you sign it! Then call the freight company to report any problems.
- You should open cartons and containers. If there is the slightest doubt that the merchandise is damaged (concealed or not) it must be noted on the Bill Of Lading or Freight Bill, or the liability to prove that the delivering carrier did the damage becomes your responsibility.
- Do not be pressured or intimidated by the driver. They cannot leave until the Bill Of Lading or Freight Bill is signed (regardless of how much in a hurry they are or how late they are). The carrier’s driver should help you receive your shipment and answer your questions. While your driver is there, compare the pieces of freight you are receiving to your carrier’s freight bill. When you’ve determined that the condition and quantity of your freight is acceptable, you can then sign the delivery receipt. The driver will provide you with a copy, taking the signed copy with them (as a delivery receipt). If one is not offered, request one, as is your right. The Bill Of Lading or Freight Bill is the only documentation of the condition of a shipment when it arrives at your location, and without this document, we cannot hold others accountable for items damaged or missing.
