As amazing as modern mail-carriers are (seriously, all you have to do is click a button and stuff appears at your door), certain shipments just can’t fit in the back of a postal truck. When orders are large enough to require shipping on a pallet, we turn to our trusted freight carriers who promptly perform curbside delivery of even the heaviest items. Freight delivery is a little different than the standard shipping process, so we’ve laid out all the important details here to make the big drop-off quick and easy. We recommend printing our handy freight delivery checklist for a convenient step-by-step guide on delivery day. If you have any issues with your freight shipment or just need a few questions answered upfront, we’re just a phone call away at 1-877-743-2269.
5 Simple Steps to a Successful Freight Delivery
1. Look for Your Shipping Confirmation Email
The moment your order leaves one of our warehouses, you will get a shipping confirmation email that will outline the shipping process based on your carrier and provide a link to the order status page where you can track your order. While a few carriers may call you to schedule an exact delivery window, most will only provide a tracking number and an estimated delivery date.
2. Prep for Curbside Delivery
Your freight shipment will arrive on a pallet(s), and your freight driver will leave all pallets at the curb at the end of your driveway, meaning you’re responsible for moving your shipment up the driveway and into your home or backyard. Because shipments are brought no further than the curb, you’ll need help getting yours into the backyard. We recommend keeping 2 helpers on standby.
3. Be There on Delivery Day
If your carrier has called to schedule a delivery appointment (most do not), then you must physically be present at the specified delivery, during the agreed upon drop-off window, to sign the delivery receipt provided by the driver. If no appointment was made, you can still be present during the delivery to inspect your shipment and accept or refuse delivery.
4. Inspect Your Pallet and Accept (or Refuse) Your Shipment
BBQGuys Damage Policy requires you to report any damage to your items within 5 Calendar Days from the date of delivery. Please inspect your shipment for any tears in the box, dents, or damage. If you notice any issues, please note that on your receipt before signing it. If you notice multiple items are damaged, you are able to refuse your delivery. If you refuse delivery, it must be of an entire pallet, even if only one or two items are damaged. If you are not home at the time, no worries – please reach out to us within 5 calendar days to report any damage or issues.
5. Unpack & Verify Order Accuracy
Assuming the shipment appears to be in good condition, please move it from the curb and open your item(s). Smaller items may be packed inside larger ones, so unpack everything to ensure all items are present and undamaged. You have 5 calendar days from the delivery time to contact us about problems with your shipment, be it an incomplete order or damaged items. If you refuse to accept the delivery, call us immediately.
Common Questions about Freight Delivery
We’ve covered the main points concerning freight delivery, but we’ve fielded enough questions in the past to know the process can still be difficult to understand. To ensure you don’t get caught off guard at any point, we’ve compiled a list of frequently asked questions touching on everything from scheduling your delivery to how you should handle damaged packages.
Have a question we didn’t answer here? Don’t hesitate to call our experts at 1-877-743-2269.
How do I know if my shipment is being delivered by freight?
The delivery method is included in your shipping confirmation email, so keep an eye out for that after you place your order. We’re working on ways to let you know sooner, but you can always give us a call if you suspect freight delivery will be involved.
When will the freight carrier call me to schedule delivery?
Freight Carriers will usually not call prior to delivery. Some carriers may call as a courtesy to set up a delivery with you. If the carrier does call to schedule this with you, it would be once your order reaches a freight company’s local facility. That’s why it’s crucial for you to enter the best phone number to reach you at when you place your order with us — that’s the number the freight company will call, and you don’t want the delivery process slowed because the carrier can’t reach you. After settling on a delivery window (which can span anywhere from 4 to 8 hours), write it in your calendar so you don’t forget, and plan to be present during that time period.
Do I need to be home to accept the delivery?
You only need to be present at the delivery site to receive your shipment if the carrier called you to schedule your delivery. The freight driver will give you a receipt, which you must sign to confirm the delivery (unless you refuse the shipment based on damage to the packages — more on that below). If they did not call to schedule your delivery, then you do not need to be home to receive it, though we still recommend you be there to inspect your delivery and move it from the curb.
Will the driver help me move the pallet to my backyard?
No, all freight drivers are instructed to perform curbside delivery only. Their semi-trucks are outfitted with liftgates to unload the items, but you’re ultimately responsible for moving the shipment up your driveway and into your home or backyard. For that reason, we recommend having at least 2 helpers nearby to assist you when your delivery arrives. You’ll be glad for the help; remember, items ship via freight only when they’re too large or heavy for a standard courier service to transport.
What do I need to do when my shipment arrives?
When your shipment arrives, inspect the pallet and packaging. Take time to look for any tears or dents. After performing a thorough check of your shipment, if the driver is there with a receipt for you to sign, you have 2 options: make a note of minor damage on the receipt before signing to accept the delivery, or refuse the shipment because of excess damage. Please refuse the delivery only if multiple items are damaged, but still be sure to promptly call us in the event of any damage.
Be aware that smaller items are sometimes shipped inside larger items, making your order seem incomplete at first glance. We ask that you fully unpack every item before calling about missing components. If the driver is not there after you perform a check of your shipment and notice any issues, no worries! Please just contact us within 5 calendar days to report any issues.
What happens after the driver leaves?
Carefully remove the shrink wrap from your packages and grab the packing list included inside.
Verify each item’s model number against the packing list to ensure your order is complete. The model numbers will be printed either on the box itself or on a UPC sticker attached to the box. Certain items may be packed inside other components, so be sure to fully unpack every item. Open the boxes and carefully examine each item for physical damage. Check everything: hinges, knobs, arms, legs, feet, moving parts, etc.
If there are any issues regarding damages or missing items, call us as soon as you can. You must report problems within 5 calendar days of accepting delivery, but we want to make sure you’re taken care of immediately.
What should I do if my shipment is damaged?
If there’s visible damage on the shipment itself, such as a tear in the shrink wrap, make note of it on the receipt before giving us a call. You may refuse the shipment if you find multiple damaged items, but we’ll help you make that decision while on the phone. Be sure to unpack and inspect every item for physical damage, too. As was the case with damage to the packaging and shrink wrap, call us if you spot any scratches or dents on the items themselves.
How long do I have to notify BBQGuys about an issue with my shipment?
You must report any damages or other issues with your order within 5 calendar days of delivery.
What happens if the carrier misses the scheduled delivery window?
We understand how frustrating it can be to schedule time off work and round up a few buddies to help, only for the delivery window to pass without your shipment arriving. Should that occur, please call us immediately so that we can notify the freight company about the missed appointment and help you reschedule a delivery time. We may also explore alternate solutions like a terminal pickup, but we’ll always arrange whatever works best for you.
Are there places freight companies won’t deliver to?
Freight carriers usually make deliveries in semi-trucks, which are unable to 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. We may arrange a terminal pickup, allow for a change of address, hire movers to assist with delivery, or find a carrier with a truck small enough to reach your residence.
Have any other questions? Don’t fret! Our outdoor living professionals are standing by to take your call on the specifics of your delivery. Feel free to give them a ring at 1-877-743-2269.
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