Why is my order shipping heavy freight and not by Parcel?
Most items we sell are too large or too heavy to ship using a small parcel carrier, making the most efficient option to ship using a common carrier or heavy freight carrier. Freight shipments are the best choice for shipments weighing between 150 pounds (68 kgs) and 15,000 pounds (6,800 kgs). For orders greater than 15,000 pounds (6,800 kgs), orders are transported by Full Truck Loads or dedicated delivery.
Can I reroute a freight shipment before it has been delivered? Is there an extra charge?
Yes, shipments can be rerouted to a new delivery address prior to delivery. A fee will be charged. Please contact your sales representative with your new destination so that additional fees can be calculated.
Who will actually transport my shipment?
Tent and Table utilizes a network of carriers to provide our customers with the best prices, service, and transit times. The carrier assigned to your shipment will be determined based on this criteria the day your order ships. Specific carrier and tracking information will be available upon request the day after shipment.
What is residential/non-commercial/limited access delivery?
Any destination not defined as a business is classified as a residential, non-commercial, or limited access area. Carriers define a business as a location that opens and closes to the general public at set times each day in normal business areas. Examples of areas that are not standard business locations include:
Private Residences/Apartment Complexes
Some Schools (especially those without receiving docks)
Churches
Camps
Dormitories
Businesses Conducted from Residences
Mini-Storages
Construction Sites
Fairs or Carnivals
Prisons
Military Bases/Installations
Mine Sites
Can my shipment be delivered to my residence? Are there additional fees?
Yes, and yes. Residential delivery is available for an additional fee
How do I unload the truck?
You should assume that your product will be delivered on a tractor/trailer rig that uses a 53 foot enclosed trailer. It is the truck driver's responsibility to make sure that your product is brought to the rear of the trailer, but it is the customer's responsibility to unload the product. The best way to unload freight shipments is at a commercial height truck dock, using a forklift. If this isn't feasible, the product can be unloaded by hand out of the rear of the trailer.
Lift-gate delivery may also be an option in some areas, however keep in mind that lift-gate delivery works best with shorter items (less than 72"/1.8 m square), and most canopy tent components are 96"/2.4 m to 263"/4.1 m long, meaning some hand unloading may still be necessary.
What is lift-gate delivery?
Lift-gate delivery means that the truck will have a platform on the rear of the truck that can lower to the ground. Tractor trailers are approximately 56" (1.4 m) above the ground, designed to load and unload at a loading dock or with a fork-lift. If your delivery location does not have a loading dock or fork-lift and the item is too heavy to remove from the trailer by hand, a lift-gate will come in handy. Additional fees will apply for tailgate delivery service.
The driver will bring any items to the gate for you to unload. You must be available to take the items from there. Lift gates are ideal for deliveries to residential areas, as well as commercial areas that have no docks like stores.
Do I need lift-gate delivery?
Due to the additional fees and difficulty in arranging lift-gate delivery, there are several ways to avoid paying lift-gate delivery costs. Before deciding on lift-gate delivery, consider whether you have:
a loading dock or forklift
the individual items in your shipment are light enough for you to remove by hand
you can drive and pick up the freight from the closest delivery terminal (terminal delivery is often a good way to save both lift-gate and residential delivery fees)
Is lift-gate delivery service always available?
No. It's important to ask in advance if you will require lift-gate delivery as most trucks are not equipped with a lift-gate. Carriers are not obligated to provide trucks with lift gates when trucks or operators are not available.
If the freight has left the Tent and Table distribution center and is in transit, it is unlikely that lift-gate service can be arranged if not previously requested. This is especially true if your freight is loaded in the middle of the truck with other deliveries that have to be made along the route
Do I need to be present for delivery?
Yes. Whether you choose tailgate or standard delivery, you need to be available to sign for the shipment. If you are unavailable at the time of delivery, you may incur a re-delivery charge. It is important that you inspect the freight for any damages and possible shortages on the truck drivers Bill Of Lading/delivery receipt.
Will the carrier call or notify me when they are coming?
This answer depends on whether the delivery is to a residential or business location.
Residential
When the product arrives at the freight company's terminal nearest to your destination, the freight dispatcher will call you to set up a
delivery date and time at your location. It is important that the freight company has your cell phone or work phone number so that they can make immediate contact with you and not delay the delivery. You will be able to schedule a "delivery window," or period of time when the delivery may arrive. This allows the drivers to accommodate varying levels of traffic and time at different stops.
Business
If your product is being delivered to a recognized business (not a business that is located at a residence) having normal business hours
and the facilities for unloading your product, then you will most likely not receive a call scheduling delivery.
Some businesses provide an "arrival call" around 30 minutes prior to the arrival of their truck. This is a service offered by shipping companies, and varies company to company. When on the phone with the freight dispatcher you can ask if they offer these calls. As Tent and Table does not own or operate the shipping companies, we have no control as to whether or not this service is available at any given time.
What happens if the products I received are damaged or lost? Should I refuse delivery?
No, customers should not refuse their delivery based on damage or shortages.
All products should be counted for accuracy and inspected for damage prior to acceptance. If you determine that your shipment has been mishandled in transit, note all damaged and missing materials on the delivery receipt and contact your customer service representative for claims processing or replacement parts. If you do not make a note on the delivery receipt about damage, the chances of a freight claim being honored are very small. Shipping any product carries the risk of the product becoming lost or damaged. Products may be picked up at our Distribution Center to bypass the shipping process.
Will Tent and Table replace my order if it is delivered damaged?
Tent and Table is not liable for freight claims and damages sustained during shipping, but we will assist customers through the claims process.
It is the freight company's responsibility to deliver the shipment in good condition, and the consignee's responsibility to inspect the shipment and notate any and all damages or shortages. If noted, it is the duty of the consignee to file the freight claim. The customer is bound by the carrier's limits of liability per the rules and regulations of the carrier, as noted in their specific tariffs.
What does "FOB origin" mean?
"FOB" stands for "Free on Board," indicating the point where liability, ownership of the goods, and title for shipment are transferred from the seller to the buyer. All products shipped by Tent and Table are shipped "FOB origin" which means the buyer pays shipping cost and takes responsibility for the goods when the goods leave the shipping point.
Can you 100% guarantee delivery time and date?
No. Tent and Table can give you an estimate as to when you should receive your product, but we can't guarantee certain delivery times on that date.
If you must have a product on a certain day, make sure to order as far as possible prior to your event (2 weeks for in-stock items,
Can I arrange my own freight pickup?
Yes, we can accommodate these requests. There are a few additional steps that need to be completed for customer-arranged freight pick <up.
Customer-arranged carriers must furnish a Bill of Lading.
An additional fee is charged to cover additional paperwork for non-contracted shipping companies.
Can I pick up my order myself?
Yes. Once you call ahead and schedule a pick up time (between 2:00 pm and 5 pm), you can pick up your order at the Tent and Table Distribution Center located in Buffalo, NY. There are no extra packaging fees if our products are loaded on your truck and/or trailer. All customer pickups must be prepaid and have the pickup date and time scheduled.
I don't have a truck dock or the space for the delivery, can I pick up my order at the carrier's freight terminal?
Yes. Freight companies have hundreds of terminals located throughout the USA & Canada. We can find the closest freight terminal to your p>location. Once your shipment arrives at the terminal, the freight dispatcher will give you a call to arrange pickup within 48 hours of the call. Due to the range of terminal operating hours and loading procedures, you may want to call the terminal in advance to ask about procedures. Terminal pick up requires identification, and most locations will load the product into a trailer or pickup truck.
