Q: Why is my order shipping heavy freight and not by UPS or FedEx?

A: Some items we sell are too large or too heavy to ship using a small parcel carrier, therefore the best and most efficient option is to ship using a common carrier. All items that ship heavy freight have this noted on their product page.

Q: What does tailgate delivery mean?

A: Tailgate delivery means that the driver will bring the item(s) to the tailgate of the truck for you to unload. You must be available to take the item(s) from there. Bear in mind that some items are heavy so make sure you have someone available to help, if needed. You can opt for a liftgate delivery to lower the item/items to the ground for an additional $135.00. Our free delivery is for dock to dock deliveries only. If you do not have a dock, carriers reserve the right to charge us a liftgate fee (which we will in turn bill you) if they feel it is necessary to successfully deliver your order without damage.

Q: What does inside delivery mean?

A: Inside delivery means that the driver will carry the item(s) for you through the threshold of your building. For residential deliveries, this means inside your garage or front door (if the pallet will fit and you have no steps). Unfortunately they are not authorized to use stairs or elevators, nor will they place it in the room of your choice. Inside delivery is typically an additional $185.00, but can vary depending on weight or commodity.

Q: How will my item arrive?

A: It will be delivered by a 53' tractor trailer, also known as LTL. You need to make sure that a truck this large is able to make a successful delivery to your location.

Q: How long will it take for my item(s) to arrive?

A: We will provide you with an estimated day of delivery. Unlike UPS or FedEx, heavy freight shipments vary on delivery times. Most items are delivered within 7 days, however, we're not always able to provide the customer with tracking numbers or firm delivery dates.

Q: Do I need to be present for delivery?

A: Yes. Whether you choose tailgate or inside delivery, you need to be available to sign for the shipment. If you are unavailable at the time of delivery, you may incur a $60-$120 redelivery charge.

Q: Is the carrier required to call or notify me when they are coming?

A: Unfortunately, they are not required to, however, many carriers do attempt to contact the receiver on residential deliveries to avoid a wasted trip. Please do not assume that you will receive a phone call.

Q: I received my item(s) damaged. Should I refuse delivery?

A: No. Please note all visible damage with the carrier when signing for delivery and keep all original packaging. Please contact us right away. We address all heavy freight damage claims individually so we can provide our customers with the fastest replacement solutions.