Think of freight day as a little choreography between your pallet, the driver, and you (plus your contractor). Here’s the candid, behind-the-scenes version: what carriers do, what they can’t do, and how we protect you all the way through.
The curb is the finish line (and why drivers don’t “just help you inside”)
Freight drivers run curbside routes. They’ll lower your pallet to the ground with a liftgate and hand you the receipt—then they’re off to the next stop. They don’t go inside because they aren’t insured to enter your property. It’s not stingy; it’s liability. Inside/white-glove style services are separate, usually unavailable on short notice, and often not offered at all on certain routes.
House rule: Plan for curbside only and assume upgrades are not available. Your best “upgrade” is a couple of strong sets of hands you trust. We recommend having your contractor (or two helpers) on standby during the window to inspect, sign, and move the pieces in safely.
Why your delivery window feels… vague
Carriers often don’t call to schedule. Some do, as a courtesy, once the pallet hits the local terminal, but many simply run the route and deliver within a multi-hour window. That’s why we ask for a good phone number and why being available during the estimated window matters.
Pro tip: If a call is made and a window is booked, treat it like an appointment—missed windows can snowball into delays and extra handling. (If one is missed, ping us; we can help re-coordinate or explore a terminal pickup if that’s easier.)
“Can you drop it two miles over instead?”
Once a pallet is moving through the LTL network, it’s traveling with dozens of other shipments on a planned route. Changing the address after pickup is a carrier-controlled “re-route” with fees and, many times, limited availability. It’s expensive and cumbersome, so triple-check your address before we ship.
What the driver expects from you (and what we need on the paperwork)
At the curb, the driver has one job: deliver and get a signature. Here’s how to do your part like a pro:
- Inspect before you sign. Walk the pallet. Look for crushed corners, torn wrap, missing straps, wet boxes, or anything off. Be picky: note every box blemish on the delivery slip and take photos. This protects you and speeds replacements if needed.
- If several items look compromised, refuse the shipment, write why on the slip, and email us from the curb. Otherwise, accept with specific notes and we’ll handle anything that needs fixing.
- Open everything within 5 days. Some parts hide inside larger pieces—unpack fully and report concealed issues within five calendar days so we can replace parts free when carrier windows allow. Keep your photos.
What your contractor actually does on delivery day
Your contractor is your secret weapon. They’ll help you:
- Judge whether cosmetic dings are packaging-only or a true product issue.
- Move the heavy bits inside correctly (no dragging that chips corners).
- Confirm rough-in realities (P-trap/drawer clearance, stud locations for floating units) before you toss packaging.
- Capture precise notes/photos for the delivery slip if anything’s off.
This one step solves 80% of avoidable headaches. (We still advise two helpers minimum if the contractor can’t be there.)
Terrain & access: why some driveways are “no go’s”
Semi-trucks don’t love narrow roads, tight cul-de-sacs, steep grades, or gravel. If that sounds like your place, tell us before we ship—sometimes the answer is a different vehicle, a meeting point, extra hands, or a terminal pickup. Remote or hard-to-reach areas can also carry extra carrier fees.
After the truck pulls away
- Unpack to the last bolt and cross-check model numbers against the packing list. Smaller items often ride inside bigger boxes.
- Keep packaging until you know everything’s perfect—returns and exchanges typically require original packaging.
- Email photos + order # to us immediately if you spot an issue. The 5-day clock matters for concealed damage claims.
Five “freight-desk” stories that explain the weird stuff
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“No pallet? Still freight.”
Occasionally a terminal rewraps items and they arrive strapped or boxed without the original pallet. It’s unusual, but it happens—document the condition and proceed with the same inspection steps.
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“The box looks mint, the top is scuffed.”
That’s classic concealed damage. It’s why we ask you to fully unbox and email us right away—your photos + the notes on the slip make replacements fast.
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“The driver left it at the curb while I was out.”
Some carriers deliver without appointments; you may not be asked to sign. We still recommend being home on the ETA day and arranging help.
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“The road is too tight for the truck.”
We can look at alternatives (terminal pickup, different equipment, or movers to bridge the last 100 feet). Tell us early to avoid carrier re-attempt or access fees.
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“I refused it because I wasn’t ready.”
Refusals for reasons other than shipping damage are treated like remorse returns and can incur costs. If you need to pause, email us first—we can usually find a better option.
Quick checklist (screenshot this)
- Contractor or two helpers lined up for the window.
- Clear path from curb to staging area; tools/blankets ready.
- Phone on loud; watch for the truck even if no appointment call comes.
- Inspect pallet/boxes; note everything on the slip; take photos.
- Unpack fully the same day; report issues within 5 days.
- Keep all packaging until you confirm perfection (and for any return).