Deliveries by Motor
Freight
Items that are over 150 lbs. or are too large to be shipped by UPS are
shipped by a third party, either USF Holland or Yellow Freight motor freight lines.
Because there is a third party involved, there are some steps you need to take to make
sure your merchandise arrives there safely.
We as the retailer are responsible to process your order and package it
properly. We take great care in making sure every product is properly packaged.
The motor freight company (or UPS) are required to deliver it to you safely
without any damage. You as our valued customer, are required to report or inspect
the merchandise and packaging material to look out for any possible damage. If there
is any damage, it is your responsibility to note that on the delivery slip you
sign at the time of delivery. Please be sure to read what you sign. Your
signature means that you have received everything and in good condition.
Most motor freight locations require a signature at the time of delivery, just for that
purpose.
What do you do if your merchandise is damaged?
You have a few choices. The first choice is to refuse the delivery if there is
obvious damage to a product, like a pond liner. If a box or something is slightly
damaged and you think your product "may" be okay inside, then note that on the
delivery slip that possible damage could be concealed and note that there was a
torn box or whatever. You either have the right to inspect the product right
while the delivery person is there and see if it's okay (which is the best option) or else
open it later and notify us within 3 business days that there was damage.
Either way, you MUST note it at the time of delivery.
What do you do if a product is missing?
You need to contact us within 3 business days that you are missing a product, whether it
is delivered by UPS or motor freight. If your products are delivered by motor
freight, you must note that on the delivery slip. We will then have
to file a claim with the shipping company for compensation of the damaged product(s) and
we'll ship the product(s) out to you right away after you've notified us.
Why do we need to clarify the delivery process?
Since there are 3 parties involved; we as the retailer, you as the customer and the motor
freight as the shipping & delivery personnel, each party needs to be notified what
their responsibilities are and basically, who is going to pay for the damage and repeat
shipping. If we package the products properly and the trucking company states
that they didn't damage it while shipping or delivering it to you and you contact us days,
weeks or even months later stating that you didn't receive something or that you received
something damaged, then we cannot do anything for you. You will be out the money and
the product. You WON'T be out the money or product however, if you make a note of
any damage or missing products when the product was delivered to you. That is why
your inspection and signature are vital to any shipping & DELIVERY method, no matter
who you buy your products from.
How often does this happen?
Damaged or missing products happens rarely but we want you to be aware of what
your responsibilities are. We are always willing to work with our customers and if
there are any errors on our part, we are always happy to quickly correct the situation.
We just want to stress what your responsibilities are as well, so all of your
shipping & delivery methods go smoothly. Please be sure to include your correct
daytime phone number on the order form so motor freight can contact you if they need to
when delivering your products to you.
Thank you! :o)
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