In order to keep shipping charges as low as possible our standard freight service is Curbside delivery with liftgate. This means that the shipper will call to schedule an appointment, bring the package to your address, pull the truck up to the front of your house, and make the shipment available for offloading. The truck will be equipped with a lift gate so the freight can easily be lifted in the pallets. Any service beyond this, such as inside delivery, and white glove delivery are not included.
54" and Larger Mosaics:
Due to the weight of our larger pieces all mosaics 54" and larger will be shipped White Glove Delivery. This means that the shipment will be unloaded with care and taken to the location where you want it. In some instances, if the item needs put together they will do that as well. Any packaging materials used and garbage are removed. Please note - The truck company will not carry these pieces up or down any stairways. If you have a stairway you will need to get local help.
Once Your Order Has Shipped
**** Important - We want your truck delivery experience to be a positive one! ****
Furniture and other oversized items travel via freight carriers. Once items are in transit, they may take an additional 1-2 weeks for the item to make it to your home. After the item reaches your local area, the delivery company will contact you via phone, email, or text to schedule a delivery date and time that works for you. Most carriers schedule deliveries Monday through Friday between the hours of 9-5. Freight items require a signature for delivery and all freight items should be inspected prior to signing for and accepting the delivery.
At the time of delivery you are in charge, and you need to know how to protect your interests. To ensure that your delivery is successful and frustration-free we have put together our Six Simple Rules for Truck Shipments. When you place your order we will email this to you and require that you read them and email it back to us by replying with "received & accepted" before we can process your order.
RULE #1) Know when to CALL
IF YOU HAVE ANY QUESTIONS OR CONCERNS, CALL US RIGHT AWAY! Even if it's just the first hint of a problem, we want to help. Call Iron Accents customer care at 866-438-4766. We are here from 10:00 am until 5:00 pm EST, Monday thru Friday.
RULE #2) Know what to EXPECT
You should be prepared for a vehicle of considerable size arriving at your residence. If for any reason you think this may be a problem, please notify us immediately.
STANDARD DELIVERY IS "CURBSIDE ONLY". Curbside delivery means that the shipper will bring the package to your address, pull the truck up to the front of your house, and make the shipment available for offloading. Many of the items we ship by freight can easily be lifted off the pallets. Curbside delivery does not include use of the lift gate. Items difficult to move from the truck to your driveway or entryway may require your assistance.
DELIVERY OPTIONS THAT MUST BE SCHEDULED IN ADVANCE. a) Lift Gate - The truck will have a lift gate to aid you in unloading your shipment from the truck. b) Inside Delivery - The driver will assist in bringing the shipment to the threshold, or doorway of your residence (stairs are additional).
If you wish to upgrade your shipping options, please contact us immediately for a price quote.
RULE #3) Know when to EXPECT it
SCHEDULING YOUR DELIVERY. Once your order has shipped, and the shipment has reached the designated service terminal you will receive a phone call from the truck company to schedule a delivery appointment. Truck deliveries are typically made Monday through Friday between 8:00 AM and 5:00 PM, you will be given a 3-4 hour window of time, and someone must be present to take delivery. Freight companies charge storage fees for shipments held in their warehouse for extended periods of time. Common reasons for storage fees are customers out of town or the truck company is unable to reach the customer. To avoid any chance of storage fees:
a) Please make sure that we have a valid daytime phone number on file for you. b) If you have plans to be out of town between now and the estimated shipping date, please let us know ASAP so that we may schedule your freight shipment accordingly.
RULE #4) Know how to INSPECT it
NOW THIS PART IS VERY IMPORTANT! When your shipment arrives the freight carrier will require a signature to confirm delivery. It is your responsibility to inspect all packages and their content so it is very important that you do not sign for the delivery without being sure that the contents are in good condition. Signing for a shipment states that you have received all pieces in good condition and relieves the tuck company from any obligation for damages.
DO NOT SIGN FOR ANY SHIPMENT BEFORE COMPLETING THE FOLLOWING
ASK FOR YOUR FREIGHT BILL. The truck driver will provide you with a freight bill which indicates the number of cartons you should have received. (The freight bill may also be called the "bill of lading" or "delivery receipt").
COUNT THE CARTONS. Make sure that you have received the correct number of cartons indicated on the freight bill. If there are any cartons missing, indicate this on the freight bill.
EXAMINE THE CARTONS FOR DAMAGE. Before your shipment was accepted by the freight carrier for delivery it was inspected and found to be in perfect condition. Carefully examine the outside of the boxes carefully. If you locate any area of the carton that is stressed, ripped, smashed, or torn, pay particular interest to large furniture items. If there is any visible damage - note it on the freight bill "carton damaged, contents may have hidden damage".
EXAMINE THE CONTENT FOR DAMAGE. (Keep in mind that the boxes do not have to be visibly damaged for the contents to be damaged. Dropping a package or pallet from even 6" can crack welds or shift product and scar finishes). You must inspect the contents of your shipment while the driver waits. Open all cartons, remove the packaging and inspect the contents for any physical damage. If there is any damage, indicate so on the delivery receipt. If the merchandise appears to be damaged in any way, please describe the damage in writing on the freight bill and refuse the delivery. (If your order consists of several boxes, it is okay to accept the undamaged boxes and refuse the damaged ones.)
Then notify our customer service department immediately so that we can get a replacement order sent out right away. We can be reached at: (866) 438-4766 or (770) 539-9093, 10:00am - 5:00pm EST, Monday - Friday.
Iron Accents cannot accept responsibility for any damaged product once you sign for a delivery. Damage that occurs during shipment is the responsibility of the shipping company. Please make sure your freight is acceptable when you sign for it. Once you have signed off, any later recourse may have to be taken up directly with the freight company that delivered your goods.
RULE #5) Know what to do IF
WHAT IF THE DRIVER LEAVES MY SHIPMENT WHEN I AM NOT THERE TO SIGN FOR IT. Drivers are required to get a signature before leaving a shipment. But, if for any reason your shipment is left without you being there to sign for it - please notify us immediately. You may go ahead and inspect the boxes and the contents, but Do Not Throw Away any Packaging Materials. If there is any damage to your shipment you must have all of the packaging materials in order to file an insurance claim.
WHAT IF I FIND HIDDEN DAMAGE AFTER THE SHIPPING COMPANY HAS LEFT? If you find hidden damage after the shipping company has left - the most important thing to do is Save All Packaging Materials and Call Us Immediately. If you had noted possible hidden damage on the bill of lading there is a chance that we can get the claim paid as long as we have all the original packaging materials. If you discard this packaging material your claim will be rejected.
RULE #6) Always REMEMBER Rule #1
IF YOU HAVE ANY QUESTIONS OR CONCERNS, CALL US RIGHT AWAY! Even if it's just the first hint of a problem, we want to help. Call Iron Accents customer care at 866-438-4766. We are here from 10:00am until 6:00pm EST, Monday thru Friday.
Damage that occurs during shipment is the responsibility of the shipping company. Please make sure your freight is acceptable when you sign for it. Once you have signed off any later recourse may have to be taken up directly with the freight company that delivered your goods. Iron Accents CANNOT accept responsibility for any damaged product once you accept and sign for a delivery.
We hope this information will help your delivery go smoothly and we want to thank you for your business.