Freight & Delivery Guide

Orders move by LTL freight when they exceed parcel weight or length limits — which includes most mass loaded vinyl rolls, drywall, mineral wool, underlayment, and channel in project quantities. Freight arrives on a pallet, on a 48- to 53-foot truck, unless a smaller straight truck is arranged.

• Curbside or dock delivery to a commercial address during normal business hours.
• The driver moves the freight to the back of the trailer. Unloading is the receiver's responsibility.
• One delivery attempt at the address on the bill of lading.

• Liftgate: a hydraulic platform that lowers the pallet to ground level. Required for any address without a dock or forklift.
• Residential delivery: applies to homes, apartments, and any address the carrier classifies as residential, including home businesses.
• Delivery appointment: the carrier calls ahead to schedule a window. Recommended anywhere someone must be present.
• Limited access: schools, churches, military bases, storage facilities, and construction sites are often billed as limited-access locations.

Select the services you need at checkout so the correct charges are included up front. If a carrier bills an accessorial that was not selected — most often liftgate or residential — that charge is passed through to the order.

• Confirm the truck can reach the address. Narrow streets, low branches, tight driveways, and gated complexes all cause failed deliveries.
• Have two people and a hand truck or pallet jack available. A pallet of mass loaded vinyl can exceed 1,000 lb.
• Clear a dry, flat staging area out of the weather where the pallet can sit.
• Make sure the phone number on the order reaches someone who can answer the carrier's scheduling call.

The delivery receipt is a legal document. Signing it clean says the freight arrived complete and undamaged, and it is the single biggest factor in whether a claim can be won.

• Count the pallets and cartons against the delivery receipt.
• Walk each side of the pallet: crushed corners, torn shrink wrap, punctures, water stains, leaning stacks.
• Photograph anything questionable while the truck is still there.
• Write the specific issue on the delivery receipt before signing — for example, 'one roll crushed, 2 cartons short.'
• Report it to us within 24 hours, including concealed damage found after unwrapping.

You may refuse a shipment that is badly damaged. Tell us right away so we can arrange a replacement rather than have the freight sit at a terminal.

If nobody is available for a scheduled delivery, the carrier will attempt redelivery and bill a redelivery fee, which is passed through to the order. Freight left at a terminal past the carrier's free storage period accrues storage charges under the same terms.

Freight progress is reflected in the shipment tracker in your account: order prepared, shipping arranged, and picked up by the carrier, along with the carrier name, PRO number, and a direct tracking link once issued.