Our products are well-packaged to withstand damage during shipping. We double-box many products, and refuse to carry products that are easily damaged during shipping. Please inspect the box and contents to ensure there is no damage done due to delivery. In the event there is damage do not refuse the package (Learn more about our Shipment Refusal Process), instead please contact us immediately so we may process a damage claim with the manufacturer. Often times we can simply ship a single replacement part and won't have to ship a complete replacement product to remedy the issue. We may require photos of the damage. In many cases, the shipper may want to inspect or pick up the damaged product and packaging. We ask you to keep the product and all associated packaging should the shipper choose to inspect or pick up the product.
Please note all damage, defective, and incorrect issues must be reported within 7 days from the date of delivery or we will be unable to replace or otherwise warranty the order.
In all cases of damaged, defective and incorrect shipments, we will gladly replace the product and the cost of shipping the item back to us for exchange. If you decide you do not want the correctly ordered product, parts or a replacement unit, your order can be returned under our Standard Return Policy.
If your order is shipping by Curb-side Delivery please note the important instructions below.
Curb-side delivery
Larger items will be shipped via freight truck and will include curbside delivery service. We use multiple national companies, and some local companies, to provide freight deliveries. Once the items reach your local terminal you will be called to set a delivery date. Usually, this is about 24 hours in advance of delivery. Delivery must be taken within 48 hours of initial contact otherwise storage fees will apply. Most freight truck companies operate on a Monday – Friday, 8 a.m. to 5 p.m. schedule.
Freight deliveries will require a signature and an adult over the age of 18 be present for the delivery. Freight deliveries will arrive, in most cases, in a full size 53 feet tractor trailer truck, (such as long haul trucks you might see on the freeway system) and will be delivering your order to the curb at the end of your driveway. It is the customer's responsibility to notify us at the time of order if your delivery location has potential limited access issues. In the event the truck cannot reach your location to complete your curbside delivery you would be responsible for any re-delivery charges incurred. It is your responsibility to receive your item(s) off of the truck and into/placed around your home. This service does not include liftgate, set up or assembly of items or removal of packaging materials.
We understand that things change; maybe you've moved. Perhaps you've dropped the landline phone, and gone wireless only, or maybe you've gotten a new cell phone number. Many folks forget to update their contact phone when these events happen, and it can greatly complicate your delivery. It is critical that your phone number is valid and correct. Without a valid phone number your delivery appointment can't be scheduled and your order delivered. If we are unable to reach you to schedule your delivery appointment, your order will be returned in accordance with our Standard Return Policy.
**VERY IMPORTANT*
It is customer's responsibility to check that all PACKAGES are accounted for and product and/or carton is free of damage before signing delivery receipt - specific product damage must be notated. If inspection cannot be done in a reasonable amount of time the customer must notate "SUBJECT TO INSPECTION" before signing for the waybill. If the above notation or specific damage is not stated on the waybill, we will be unable to replace or otherwise warranty the order.
