Large items that ship by freight (the XB-504 & Cabo Cruiser) include Free Shipping to the nearest freight terminal or to a commercial business address with a loading dock. (Home businesses do not qualify as a business address, business addresses must be to a commercial business location). A business address must have a loading dock to qualify for free shipping also, if it does not then they must pay the additional $30 fee for lift-gate delivery. Schools, resorts, camp grounds and hotels do not qualify for business delivery and may require additional shipping. Port/pier/dock deliveries are also subject to additional shipping. Remote locations may also be subject to additional fees. If your shipping address is to one of these locations your order will be placed on hold if additional shipping is required and you will be contacted for additional payment for those fees.
Home delivery of freight orders is an additional $50 per order, not per item. This includes delivery to the customer’s residence outside/curbside to ground level. It does not include inside delivery or delivery inside an apartment complex to upper or lower levels. We strongly suggest customers pay for home delivery of these large freight items unless they are prepared to drive to the nearest terminal and load / unload these large heavy items themselves. The closest terminal may be more than 30+ miles away from the customer’s residence if they do not live in a major city where the carrier selected for shipping has a terminal for pick up. We will automatically ship any terminal pick up shipment to the terminal that is less than 30 miles distance from the customer. If it is more than that you will be contacted with terminal information so that you can inform the customer and they can confirm they still wish to pick up. If the customer wishes to change to residential delivery after an item has shipped, there are additional fees subject to be charged besides the standard $50 fee.
Any freight delivery that is not picked up at the terminal or refused by the customer is subject to all shipping charges (original charges that are included in purchase price and return shipping costs) being withheld from the refund. A 15% restocking fee may also apply.
A phone number is required by the freight company so a delivery appointment can be made. Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without a scheduled appointment made with the shipping carrier. A delay in delivery may also cause additional storage fees to accrue that will need paid prior to delivery.
An additional $50 freight delivery fee is charged for shipping to New York City (Zip codes ending in 100-104, 110-119, 150-196), Martha’s Vineyard and any island delivery within the 48 contiguous United States. A $100 freight delivery fee is also charged for shipping to any of the Florida Keys (includes zip codes 33040 & 33037).
Shipping cost is determined by 4 factors: ground, freight, delivery location, and zip code. Please see Customer Service - Shipping for a complete breakdown of those charges.
RECEIVING AND INSPECTING FREIGHT SHIPMENTS.
Below are instructions you should provide your customer when you supply them their tracking number.
When you receive your shipment, ask the carrier the following questions:
- Is it damaged? Do not sign the receipt before inspecting for damage. Check for holes, water stains, and tears. Pick up cartons if you can. Check for rattling. Listen for something broken inside. Check to see if any packages have been opened or if the sealing tape has been tampered with.
- Is the piece count correct? Count the pieces and match the number on the delivery receipt to the number you have counted. If the shipment is on a pallet, check to make sure the pallet is solid with no voids inside the stack. If the shipment is shrink or stretch wrapped, make sure the wrap hasn't been cut and pieces removed. Sign only for the type of unit you receive. For example: two pallets. Don't sign for the number of packages that are supposed to be on the pallet. However, if time permits or the pallet is not banded or shrink wrapped, count the packages, and only then sign for the number of packages.
If your delivery doesn't check out, do the following:
- If only partially damaged or short, accept it and note exceptions on the delivery receipt. Do not refuse the shipment.
- Email our Customer Care Team with your findings to firstname.lastname@example.org.
How to note exceptions:
- Damage Notations: Be specific. Describe the damage accurately. Pinpoint the locations of all defects.
- Shortage Notations: If part of shipment is missing, write the number of pieces actually delivered on the delivery receipt and circle it. Then write down the number of pieces missing and note them as "short."
- Signatures: Write down all exceptions on both copies of the delivery receipt. Have the driver sign both copies of the delivery receipt in his full name (not initials or nicknames). After the driver signs, you sign also.