Freight Frequently Asked Questions (Freight FAQ)

Freight/Truck Delivery

Items which exceed Fedex and UPS's weight and size limitations must be shipped via a commercial "over the road" freight company. These freight companies normally use a semi truck to deliver to businesses with loading docks and will offer the cheapest rates for this kind of delivery. Freight companies charge additional fees for "residential delivery", "lift-gate delivery", and "inside delivery".

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How does insurance work with freight shipments?

Every freight shipment is insured. But in order to collect the insurance on damaged goods the receiver MUST INSPECT THE SHIPMENT BEFORE SIGNING FOR IT! When Access Display Group, Inc. or the product manufacturer ships directly to you, we sign the shipment over to the freight company, the freight company owns it. When you receive the item and sign for it, you own it. Therefore it is imperative that you carefully inspect your shipment for any damage. If there is any damage at all you must note the damage on the freight bill.

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What should I look for when inspecting my shipment?

About 2% to 3% of freight shipments arrive damaged, so be sure to inspect your item when it arrives. The most common cause of damage is the fork-lift so pay special attention to holes poked in the packaging and to the bottom 18" of the shipment. Inspect the outside of the packaging to look for dents or crushed corners. If you see anything even slightly suspicious carefully remove all packaging and inspect the item. The driver may be impatient but that beats having to settle for a damaged item.

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What if my item is damaged?

You have two options. You can note damage on the freight bill and accept the item anyway, or you can refuse the shipment. 99% of freight damage is cosmetic. If you sign the freight bill damaged then the freight company will replace your item, approve reimbursement for parts and repair, or provide compensation depending on the damage to your item. This is often the best option if you need to get your item operational and the damage is cosmetic. If you refuse the shipment it will be returned to the manufacturer and a replacement will ship as soon as possible. This may take some time due to stocking issues and transit times, but this is usually the best option if you shipment is damaged beyond repair. If you accept your shipment in a damaged state it is very important that you contact the freight company by telephone and us at [email protected] immediately to schedule an inspection and file the freight claim. You should take good pictures from different angles of the item and the packaging, and you should save all packaging material.

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Large Items Require Room to Maneuver!

Check size and area of where a large item, such as a display case will be moving through. A width of 36" is usually needed for doorways and pathways with generally more space required for maneuvering around corners, and stairwells. If an item does not fit, additional charges incurred are the responsibility of the customer: including the initial shipping change, if re-shipped, storage, and return shipment back to Access Display Group, Inc. or manufacturer.

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Below are details of the Freight Delivery Services that are available

Basic FREE Freight Delivery (Tailgate Service) ($0.00)

Most large non-Fedex/UPS-able products are shipped tailgate delivery. This is the most economical delivery available. It means the driver will bring the product to the back of the truck. A raised dock is required so that a fork-lift or pallet jack can be used to off load the shipment. Someone from your facility will be responsible to bring the item(s) into your building.

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Special Freight Delivery (Lift-Gate Service) ($125.00)

A lift gate is a small platform installed at the rear of some delivery trucks used to lower heavy or bulky freight to ground level when no loading dock is available. Any customer that cannot provide an adequate loading dock should request a lift gate service when ordering. Lift gate service only delivers the carton or skid to ground level and does not provide further delivery. It is the responsibility of someone from your company or building to bring the item(s) into your building.
*Lift gate services are a separate charge that must be pre-arranged before delivery.

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Deluxe Freight Delivery (Inside Service) ($200.00)

This service is used when the product/box is not too big or heavy but light enough for one person usually the driver, to carry or use a hand truck, to deliver the item(s) inside through the nearest receiving door without any steps.

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Special-Deluxe Freight Delivery (Lift-Gate & Inside Service) ($300.00)

When loading/unloading and docks and forklifts are unavailable, request this combined service. Merchandise is lowered from the truck with a lift-gate and the person, usually the driver, delivers the shipment using a hand truck or pallet jack through the nearest street level receiving door.

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Premium Freight Delivery (Inside Service to Exact Location) ($450.00)

This white glove service provides lift-gate and inside delivery to any floor inside your facility by two persons, usually drivers, that will uncrate/unpack, place your item in a desired location, discard the empty boxes and debris. This service includes a maximum of two staircases including an elevator.

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