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  • What You Need To Know About Freight Delivery

    As marvelous 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. That’s when we turn to our trusted freight carriers, who promptly perform curbside delivery of large or heavy items that most couriers can’t carry. The freight-delivery process is a little more complicated than what’s required from standard shipping companies, so we’ve laid out all the important details here to get you prepared for the big drop-off. 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. Don’t be a-freight of doing things a little differently — our carriers always deliver!

    8 Simple Steps to a Successful Freight Delivery


    • Schedule Your Delivery
    • Schedule Your Delivery
    • 1. Schedule Your Delivery

      Your carrier will contact you to schedule a delivery window, usually between 4 and 8 hours. Make a note of the time frame and plan to be present.

    • Prep for Curbside Delivery
    • Prep for Curbside Delivery
    • 2. Prep for Curbside Delivery

      Freight drivers leave all pallets at the curb, meaning you’re responsible for moving your shipment up the driveway and into your home or backyard.

    • Have Helpers on Hand
    • Have Helpers on Hand
    • 3. Have Helpers on Hand

      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.

    • Be There on Delivery Day
    • Be There on Delivery Day
    • 4. Be There on Delivery Day

      You must be physically present at the specified delivery location during the scheduled drop-off window to sign the receipt provided by your driver.

    • Inspect Your Receipt & Pallet
    • Inspect Your Receipt & Pallet
    • 5. Inspect Your Receipt & Pallet

      Make sure the sticker number on your shipment matches the pallet number on the receipt from your driver. Also look for tears on the shrink wrap and pallet, noting any damage on the receipt.

    • Accept (or Refuse) Your Shipment
    • Accept (or Refuse) Your Shipment
    • 6. Accept (or Refuse) Your Shipment

      If you spot only 1 damaged item or don’t see any tears at all, sign the receipt and let your driver go on their way. We ask that you refuse the shipment only if multiple items are damaged.

    • Unpack & Verify Order Accuracy
    • Unpack & Verify Order Accuracy
    • 7. Unpack & Verify Order Accuracy

      Assuming the shipment is in good condition, move it from the curb and open. Smaller items may be packed inside larger ones, so unpack everything to ensure all items are present and undamaged.

    • Call with Issues
    • Call with Issues
    • 8. Call Us if You Have Any Issues

      You have 5 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 tracking 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.

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    When will the freight carrier call me to schedule delivery?


    Once your order reaches the freight’s company’s facility, a representative from that carrier will call you to schedule your delivery window. 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.

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    Do I need to be home to accept the delivery?


    Yes, you must be physically present at the delivery site to receive your shipment. 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).

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    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 heavy or unwieldy for a standard courier service to transport.

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    What do I need to do when my shipment arrives?


    1. Review the delivery receipt provided by your driver, and verify that the pallet number on the receipt matches the sticker number on your shipment’s packaging. You may also check to see if the carton count on the pallet lines up with what’s listed on the receipt, but 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.

    2. While you’re inspecting the pallet and packaging, take time to look for any tears or dents. Did you spot any visible damage? Make note of it on the receipt.

    3. After performing a thorough check of your shipment, you have 2 options: sign the receipt and 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.

    4. Accept your copy of the receipt from the driver, who’ll then head off to their next delivery. Reminder: freight carriers drop off shipments at the curb and are not responsible for helping you move pallets into your home or backyard.

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    What happens after the driver leaves?


    1. Carefully remove the shrink wrap from your packages and grab the packing list included inside.

    2. Verify every carton’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. (Again, certain items may be packed inside other components, so fully unpack every item before calling us.) Don’t forget to make a note of any discrepancies.

    3. You and your helpers (may we recommend your most muscle-bound friends for this role?) will move the shipment to its desired location.

    4. Open the boxes and carefully examine each item for physical damage. Check everything: hinges, knobs, arms, legs, feet, moving parts, etc.

    5. If there are any issues regarding damages or missing items, call us as soon as you can. You must report problems within 5 days of accepting delivery, but we want to make sure you’re taken care of immediately.

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    What should I do if my shipment is incomplete?


    If a component is missing once you’ve checked inside all the boxes and inspected every product, then you should contact BBQGuys customer service at 1-877-743-2269. It’s important that you unpack everything before calling us — it’s fairly common for small items to be shipped inside of larger items, which can make your order seem incomplete at first. For instance, a grill cover might be packed inside a grill cart or a set of outdoor kitchen drawers. In the event your order is especially large, it might even be divided into 2 or more pallets that’ll arrive at different times.

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    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 one the bill of lading (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.

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    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 days of accepting the delivery.

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    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, we’ll immediately 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.

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    Is SPAR assembly service included in freight delivery?


    No, SPAR is a separate service from delivery and should be scheduled independently of your appointment with the freight company. We’d still recommend looking into SPAR’s assembly service, which can save you the hassle of putting together grills, outdoor kitchen components, and anything else you order.

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    Are there places freight companies won’t deliver to?


    Freight carriers usually make deliveries in semi trucks, which are unable to navigate dead-end streets and cul-de-sacs. 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.

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    Have any other questions? Don’t fret! Our brilliant 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.


    Freight Delivery Checklist

    Unfamiliar with how freight delivery works? It’s a little more complicated than standard shipping, but this handy checklist includes everything you need to know for a successful freight delivery. Print it out so you’re ready for that first phone call, use it as a reference throughout the delivery process, and sleep with it under your pillow so every step becomes second nature. OK, maybe that last one is a bit much, but this checklist will be your best freight friend either way!

    Before the Delivery

    • When placing your order with us, please provide the best number you can be reached at. The freight company will call that number to schedule your delivery window, which can last anywhere from 4 to 8 hours.
    • Field the freight carrier’s call and discuss a delivery window that works for you. You must be physically present for freight deliveries, so keep that in mind when nailing down a time.
    • Once the delivery date and time window are set, write them in the spaces provided below and post this form in a visible place so you don’t forget.
    • Delivery Date ____________________

    • Time Window ____________________

    • Please arrange for someone to be present on delivery day to help you move your order to its desired location (we recommend having 2 helpers on hand). Though the freight company will provide complimentary liftgate and curbside delivery services, the driver isn’t responsible for moving the shipment into your home or backyard.

    Day of Delivery

    • Be present at the designated delivery site during the entirety of the scheduled drop-off window.
    • Make sure your helpers are either present throughout the delivery window or are on standby to assist you with moving the packages from the curb to your backyard or home.

    During the Delivery

    • After depositing your shipment at the curb, the freight driver will hand you the bill of lading, which is simply a delivery receipt.
    • Carefully review the bill of lading to make sure your order is complete. Be aware that it’s common for larger orders to be split into 2 or more pallets, and smaller items (like grill covers, sear burners, and accessories) may be packaged inside larger boxes (usually those that contain a grill or outdoor kitchen drawers). Note any missing items on the bill of lading.
    • Carefully inspect the pallet, shrink wrap, and boxes themselves for signs of damage. We ask that you refuse a shipment only if multiple items are damaged, but in the event you notice any tears or dents, take photos of the damaged boxes and call us immediately at 1-877-743-2269.
    • After you’ve noted any damages and/or missing items on the bill of lading, sign for the shipment (assuming it’s in perfect condition or only 1 item is damaged) and let the driver go on their way.

    After the Delivery

    • Remove the shrink wrap from the pallet and grab the packing list included with the packages.
    • Verify each carton’s model number — which will be printed either on the box or on a UPC sticker attached to the box — against the packing list. Make note of any discrepancies, keeping in mind that certain items may be packed inside of other components.
    • With a hand from your helpers, move the boxes from the curb to their intended location.
    • Even if you don’t intend on immediately installing or using your product, it’s important that you open the boxes and inspect each product. Check carefully for physical damage, including on moving parts and legs and feet of furniture.
    • If you spot physical damage to the items, take photos and call us immediately at 1-877-743-2269. You must report any issues with your order within 5 days of accepting delivery.
    • If everything is in perfect condition (as it should be), then go ahead and start enjoying your purchase! (We understand if you feel compelled to frame this checklist as a memento.)

    Enjoy your purchase!