Our goal is to provide prompt shipping service. Most items are in stock and ship within 24 hours of order. Transit times vary based on your location. It is possible your order will ship from multiple locations using multiple services, such as UPS and motor freight. We ship to you based on the most economical service from our various warehouse locations.
For panel kits, please allow time for the warehouse to assemble components and notify the freight company. Kits typically ship within 3-5 business days. Special order products from our IDC department may take as long as 6 to 8 weeks to custom fabricate and ship.
We ship worldwide, please let us know your freight forwarding company, and we will provide you with a price for inland freight to your domestic port in the USA. Shipments from your freight forwarder’s location to the ultimate destination must be booked, paid and handled through your freight forwarder.
Once your shipment has left our warehouse you will receive an email with tracking information. You will be notified of the carrier and the tracking or Pro number. You can use the carrier website to track your shipment throughout its transit.
If your warehouse or receiving department needs notification of your anticipated delivery by motor freight please let us know when you place your order and we will request the freight company contact you or the warehouse 24 hours in advance to make a delivery appointment. Its also important to let us know if there are specific hours your receiving department is open so we can notify the freight company in advance.
We can ship most small items via UPS expedited services including Next Day Air, 2nd Day Air and 3-Day Select. There are additional charges for these services. Expedited orders cannot be processed to ship the same day as the order is placed. They will ship the next business day using the expedited service selected.
Larger orders shipped by motor freight can be shipped with Expedited Service for an additional fee. This service will shorten the delivery time from pickup at our facility to delivery to your location. You can request a specific delivery date or time window, however; there are additional charges for this service and you must contact our office at 985-898-0880 to make arrangements.
Motor Freight Shipments:
Many of our products are shipped Motor Freight. These include our panel kits, our Replacement Panels, our Ramp Kit, Step Kits and Carpet Tile or other larger items.
Material is shipped on 24” x 24” wooden pallets. They are banded to the pallet and usually there is a cardboard sleeve, corner protectors, shrink-wrap or a combination of these to secure your materials. Multiple small items such as understructure components are shipped in a 24” x 24” cardboard cube, which is also secured to a wooden pallet.
Motor Freight shipments require a loading dock or a forklift to offload the truck at the delivery location. If you do not have either of these available please make sure to let us know you will need a lift gate at delivery. This will allow the freight company to assign your freight delivery to a truck with a mechanical platform on the back to lower your material to ground level. Not all delivery trucks have this option, it must be arranged ahead of time. If your order is large enough to justify a dedicated truck this option is not available.
All access floor material requires inside storage. This means you will need to have a warehouse or a place to store your material during any construction. You cannot store access floor materials outside unprotected from the weather.
What to expect when your material is delivered:
If your order is shipped UPS it may be delivered to you personally or to your central receiving department and then routed to you by your own staff. If your delivery is residential the UPS driver may leave the package at your front door without obtaining your signature.
For both UPS and motor freight shipments:
On arrival, inspect the shipment immediately for obvious signs of damage.
Any and all shortages and damages must be written on the Delivery Receipt or noted on the driver’s electronic log in the case of UPS. Should you determine that any items are damaged or missing, you must note the item, the discrepancy, and the condition, before you sign for the shipment.
You should open cartons and containers immediately. If there is the slightest doubt that the merchandise is damaged (concealed or not) it should be noted.
Do not be intimidated by the driver. They cannot leave until the Delivery Receipt is signed (regardless of how much in a hurry they are or how late they are). The carrier's driver should help you receive your shipment and answer your questions. While your driver is there, compare the pieces of freight you are receiving to the paperwork presented to you. When you've determined that the condition and quantity of your freight is acceptable, you can then sign the delivery receipt. The driver will provide you with a copy, taking the signed copy with them (as a delivery receipt). If one is not offered, request one, as is your right. The Delivery Receipt is the only documentation of the condition of a shipment when it arrives at your location, and without this document, we cannot hold others accountable for items damaged or missing.
Your signature on the delivering carrier's Delivery Receipt constitutes acceptance of the merchandise as is and in good order. If you do not inspect before signing you are, for all practical purposes, waiving the right to collect on a damage claim even if the damage is discovered later (known as concealed damage).
If there is discovered damage:
If the box, crate, or merchandise is visibly damaged, you can refuse the delivery or part of it and contact us immediately to request a Return Authorization number so the merchandise can be shipped back to its origin at no charge. Please also notify us of the situation as quickly as possible so we can follow-up on our end to assist with any required procedures.
If there is concealed damage:
Although we strongly recommend inspecting the shipment prior to signing the delivery receipt, some still do not do so. If the consignee or their representative sign for the shipment, and then at a later time discover that there is some damage not noticed at delivery (called "concealed damage"), then a claim will need to be filed for replacement or compensation. Often these claims are denied since the freight company has a signature on the delivery receipt acknowledging the shipment was received undamaged. They assume that the consignee damaged the freight at some time after delivery was made.
Don’t Wait to Inspect Your Shipment
Many people order products in advance of need, and wait until it is to be installed to finally check the condition of the product (sometimes weeks or even months have passed); it is important to check that you received everything you ordered and that it is not damaged at the time of delivery.
Additional points to consider:
- Whenever signing for freight, always write "SUBJECT TO INSPECTION".
- Always inspect the freight before you sign.
- Note on the freight bill any obvious damage at the time of delivery (i.e. box corners crushed, tears, rips, slices, marks etc.); be specific.
- If you suspect internal damage, open immediately.
- Even if no damage is suspected, open the carton(s) within 24 hours and make a thorough inspection.
- Hold all damaged goods and their packaging materials, in the original location, for inspection by the carrier.
Further measures that may help in the claim process include the following:
- Taking digital photography of the damage. If possible, photographs of the equipment still on the truck will limit your liability.
- Report the damage to the carrier and request they start a claim. Preferably, the call should be made before the driver leaves the site. Then, notify us.
- Request an inspector.
- Keep a copy of the Bill Of Lading or Freight Bill noting the damage and the driver's signature.
- It is the responsibility of the person that signs for received items to inspect and note any and all problems before the delivery person leaves. You have heard the term "FOB" (Freight On Board) - this term simply means that once the carrier picks up the material from the factory/supplier, the factory/supplier is no longer responsible for the material. If you have someone signing the freight bill for you, for whatever reason, they are acting as your representative; you should inform them that they should check for missing or damaged items. If the freight is signed for without notating damaged or missing pieces, it is almost impossible to get the freight companies to take responsibility.
We realize this can be a time consuming process, but much of the hassle can be eliminated with prompt, well-documented action with the carrier.
Ultimately, it is the Freight Company's responsibility to deliver the shipment in good condition, and it is the consignee's responsibility to inspect and sign for the products and notate any missing or damaged pieces.