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
1. Schedule Your Delivery
In general, Freight Carriers will not call prior to delivery. Some carriers may call as a courtesy to set up a delivery with you, usually with a window between 4 and 8 hours. Make a note of the time frame and be present. **Some carriers will not call ahead for a delivery appointment, those carriers include R&L Carriers and Estes Freight.
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.
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.
4. Be There on Delivery Day
You must physically be present at the specified delivery, during the agreed upon drop-off window, to sign the delivery receipt provided by the drive IF you have scheduled an appointment with your carrier. If no appointment was made, the carrier will leave your item without a signature at the requested shipping address.
5. Inspect Your Receipt & Pallet
Please inspect your shipment for any tears in the box, dents, or damage. If you are there and signing a delivery receipt, and you notice any issues, please note that on your receipt before signing it. If you are not there to sign for the item, please call us right away to report any damage as soon as you inspect your items. Reminder: BBQGuys Damage Policy requires you to report any damage to your items within 5 Calendar Days from the date of delivery.
6. Accept (or Refuse) Your Shipment
If you notice multiple items are damaged, you are able to refuse your delivery if you are home at the time of delivery to sign with the driver present. 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.
7. 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.
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.
When will the freight carrier call me to schedule delivery?
In general, Freight Carriers will 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?
Yes, you must be physically 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 or sign anything.
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.
What do I need to do when my shipment arrives?
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.
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 if the driver is there for you to sign the paperwork. If he is not, you may call us to report any damage.
After performing a thorough check of your shipment, if the driver is there with a receipt for you to sign, 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.
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.
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.
What happens after the driver leaves?
Carefully remove the shrink wrap from your packages and grab the packing list included inside.
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.
You and your helpers (may we recommend your most muscle-bound friends for this role?) will move the shipment to its desired location.
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 incomplete?
If there’s visible damage on the shipment itself, such as a tear in the shrink wrap, please contact us. You may refuse the shipment if you find multiple damaged items, if the driver is there at the time of delivery, 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.
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.
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, 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.
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.
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.
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. This is for us, or the freight company, to use in case of any issues finding your location or needing to re-arrange delivery on a different date.
- Once the anticipated delivery date is known (you can track your shipment online, or ask us), write it in the space provided below and post this form in a visible place so you don’t forget.
Delivery Date ____________________
- Please arrange for someone to be present on or soon after the 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
- 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 a document called a delivery receipt (if you are home & present for the delivery).
- Carefully review the document 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 that driver’s paperwork, if he is there when you inspect your items.
- 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 1-855-611-2910.
- After you’ve noted any damages and/or missing items on the document, sign for the shipment (assuming it’s in perfect condition or only 1 item is damaged) and let the driver go on their way.
- If you are not home during the delivery, see the next section below.
After the Delivery
- If you are unable to be home and your item is delivered without you being present, don’t worry! This section is for you.
- 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 1-855-611-2910. You must report any issues with your order within 5 calendar days of 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!