Customer service
Freight Delivery & Receiving
Plan a safe delivery for palletized machinery, large tools and commercial equipment before approving a freight order.
Before approving a freight quote
Large or heavy equipment may ship on a pallet or in a crate. Before payment, the freight charge and delivery service are displayed in checkout or confirmed in a written quote you approve. A free-shipping parcel item in the same cart does not make the freight item free.
Give us the delivery address and contact number, whether the location is residential or commercial, and any access restrictions. Tell us about a loading dock, forklift or need for a liftgate. Check the equipment’s packaged dimensions and weight against the planned unloading and movement route. Contact customer support if anything is uncertain before arranging labor or installation.
Know what the delivery service includes
| Service | What to confirm |
|---|---|
| Dock delivery | A suitable dock, handling equipment and trained receiving personnel are available. |
| Liftgate delivery | The equipment can be lowered safely from the truck using the quoted service; you have a plan to move it afterward. |
| Residential or limited-access delivery | The carrier can reach the address and the quoted charge includes the relevant access conditions. |
| Inside placement or other services | The specific work, limitations and price are expressly included. |
A liftgate is not installation or indoor placement. Standard service does not include stairs, uncrating, assembly, electrical connection or disposal of old equipment. The driver may decline an unsafe maneuver. We obtain approval before charging for a newly required service.
Arrange the appointment and receiving area
Freight timing is shipment-specific. A carrier estimate is not a confirmed appointment. Keep the delivery contact reachable, confirm the receiving arrangements when contacted and make sure authorized personnel are available. Clear the agreed service point without creating an unsafe unloading area.
Notify us promptly if the address or access plan changes. Redelivery or additional service can carry a disclosed or agreed cost; we will explain the charge rather than add an undisclosed amount automatically. See the Shipping Policy for delay and cancellation rights.
Inspect without putting yourself at risk
Where safe and practical, count packages and check visible packaging before signing. Record damage or shortages on the delivery receipt, photograph the packaging and retain the paperwork. If serious damage makes acceptance unsafe or inappropriate, contact us about the next step.
Unpack carefully and report concealed damage promptly after discovery. Keep protective packaging where practical. A clean signature or a missed requested reporting target does not automatically remove your rights. Do not operate damaged machinery or attempt unsafe tests to demonstrate a fault. We remain your contact while coordinating with the carrier.
If equipment needs to come back
Contact us before booking freight or moving the equipment. An authorized return includes the receiving address, transport method and any required bill of lading. Explain if you cannot safely repack or move the item. Do not ship fuel, chemicals, refrigerants or damaged batteries without suitable instructions.
For eligible change-of-mind returns, request authorization within 30 calendar days of delivery. Dispatch within 14 days after authorization, or contact us within that period to arrange collection if carrier scheduling prevents dispatch. Customers pay disclosed change-of-mind return transport; we cover reasonable authorized transport for our errors, defects or transit damage. The Returns & Refunds Policy sets out the full terms.