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Freight Delivery

What You Need To Know About Freight Delivery 

We have all gotten used to the ease of clicking a few buttons and stuff appears at your door. Certain shipments, however, just cant fit in the back of a postal truck. That's when we turn to our trusted freight carriers, who promptly perform curbside delivery of large or heavy items that most couriers cannot carry. The freight delivery process is a little more complicated than what's required from standard shipping companies, so we have laid out all the important details here to get you prepared for the big drop-off. If you have any issues with your freight shipment or juts need a few questions answered upfront, we are just a phone call away at 800-903-0941. 

8 Simple Steps to a Successful Freight Delivery 

  1. Schedule Your Delivery 

Your Carrier will contact you to schedule a delivery window which is usually between 4 and 8 hours. Make a note of the time frame and plan to be present.

2. Prep for Curbside Delivery 

Freight drivers leave all pallets at the curb, meaning you are responsible for moving your shipment up to the driveway and into your home or backyard. Unless you have an upgraded delivery selected this will be the standard included service. 

3. Have A Few Helpers on Hand

Since shipments are brought no further than the curb, you will need to help getting yours into the backyard. We would recommend having at last 2 helpers on standby to help you get this done. 

4. Be Present on Delivery Day

This is a very important step as you must be physically present at the specified delivery location during the scheduled drop-off window to sign the receipt provided by your freight delivery driver. 

5. Inspect Your Pallet & Receipt

Make sure the sticker number on your shipment matches the pallet number on the receipt for your driver. Also look for tears on the shrink wrap and pallet, noting any damage on the receipt. 

6. Accept (or Refuse) Your Shipment

If you spot only 1 damaged item of don't see any tears at all, sign the receipt and let you driver get back on the road. We ask that you refuse the shipment only if multiple items are damaged.

7. Unpack & Verify Order Accuracy

Assuming the shipment is in good condition, move it from the curb and open. Smaller items may be packed inside larger ones, so unpack everything to ensure all items are present and undamaged.

8. Call Us if You Have Any Issues

You have 5 days from the delivery time to contact us about problems with you shipment, whether it be an incomplete order or damaged items. If you refuse to accept the delivery, call us immediately at 800-903-0941. 

Common Questions about Freight Delivery 

We have covered the main points regrading freight delivery and what to expect, but we have been asked many questions in the past to know the process can still be difficult to understand. We want to make sure you don't get caught off guard an any point, so we have put together a list of frequently asked questions on everything from scheduling your delivery to how you should handle damaged packages. Have a question we didn't answer here? Please don't hesitate to call our expert support team at 800-903-0941.

How do I know if my shipment is being delivered by freight?

The delivery method is included in your tracking email, so be sure to keep an eye out for that after you place your order. We are working on ways to let you know sooner, but you can always give us a call if you suspect freight will be involved. Usually a good rule of thumb is anything over 125 pounds or that has a bigger dimension for length and width will be delivered via freight carrier. 

When will the freight carrier call me to schedule delivery?

Once your order reaches the freight company's facility, a representative from that carrier will call you to schedule your delivery window. This is why it is crucial for you to enter the best phone number to reach you when you place your order with us- that's the number the freight company will call, and we don't want the delivery process slowed because the carrier can't reach you. Once you settle on a delivery window (which can span anywhere from 4 to 8 hours), write it in your calendar or phone so you don't get forget, and plan to be present during that time period. 

Do I need to be home to accept the delivery?

Yes, you must be physically present at the delivery site to receive your shipment. The freight driver will give you a receipt, which you must sign to confirm the delivery (unless you refuse the shipment based on damage to the packages--more on that below).

Will the driver help me move the pallet to my backyard?

No, all freight drivers are instructed to perform curbside delivery only. Their semi trucks are outfitted with liftgates to unload the items, but you're ultimately responsible for moving the shipment up your driveway and into your home or backyard. For that reason, we do recommend having at least 2 helpers nearby to assist you when your delivery arrives. You will be glad for the help; remember, items ship via freight only when they are too heavy or unwieldy for a standard courier service to transport.

What do I need to do when my shipment arrives?

1. Review the delivery receipt provided by your driver, and verify that the pallet number on the receipt matches the sticker number on your shipment's package. You may also check to see if the carton count on the pallet lines up with what's listed on the receipt, but be aware that smaller items are sometimes shipped inside the larger items, making your order seem incomplete at first glance. We ask that you fully unpack every item before calling about missing components. 

2. While you are inspecting the pallet and packaging, take time to look for any tears of dents. Did you spot any visible damage? Make note of it on the receipt. 

3. After performing a thorough check of your shipment, you have 2 options- sign the receipt and accept the delivery, or refuse the shipment because of excess damage. Please refuse the delivery only if multiple items are damaged, but still be sure to promptly call us in the event of any damage. 

4. Accept your copy of the receipt from the driver, who will then head off to their next delivery destination. Reminder: freight carriers drop off shipments at the curb and are not responsible for helping you move pallets into your home or backyard. 

What happens after the driver leaves?

1. Carefully remove the shrink wrap from your package(s) and grab the packing list that is included inside. 

2. Verify every carton's model number against the packing list to ensure your order is complete. The model numbers will be printed either on the box itself or on a UPC sticker attached to the box. Certain items may be packed inside other components, so fully unpack every item before calling us. Don't forget to make a note of any discrepancies. 

3. You and your helpers will need to move the shipment to its desired location.

4. Open the boxes and carefully examine each item for physical damage. Check everything: hinges, knobs, arms. legs, feet, moving parts, etc.

5. If there are any issues regarding damages or missing items, call us as soon as you can. You must report problems within 5 days of accepting delivery, but we want to make sure you're taken care of immediately. 

What should I do if my shipment is incomplete?

If a component is missing once you've checked inside all the boxes and inspected every product, then you should contact Outdoor Kitchen Connection customer service at 800-903-0941. It is important that you unpack everything before calling us. It is fairly common for small items to be shipped inside of larger items, which can make your order seem incomplete at first glance. For example, a grill cover might be packed inside a grill cart or a set of outdoor kitchen drawers. In the event your order is especially large, it might even be divided into 2 or more pallets that will arrive at different times. 

What should I do if my shipment is damaged?

If there is visible damage on the shipment itself, such as a tear in the shrink wrap, make note of it one the bill of lading (receipt) before giving us a call. You may refuse the shipment if you find multiple damaged items, but we'll help you make that decision while on the phone. Be sure to unpack and inspect every item for physical damage, too. As was the case with damage to the packaging and shrink wrap, call us if you spot any scratches or dents on the items themselves. 

How long do I have to notify Outdoor Kitchen Connection about an issue with my shipment?

You must report any damages or other issues with your order within 5 days of accepting the delivery.

What happens of the carrier misses the scheduled delivery window?

We understand how frustrating  it can be to schedule time off work and even round up a few buddies to help, only for the delivery window to pass without your shipment arriving. Should this occur, we will immediately notify the freight company about the missed appointment and help you reschedule a delivery time. We may also alternate solutions like a terminal pickup, but we will always arrange whatever works best for you. 

Is White Glove Service or assembly included in freight delivery?

No, this is a separate service from delivery and should be scheduled independently of your appointment with the freight company. If you see an option for this service listed on the product page or cart page it is available and you can select this to add to your order. If you have any questions regarding this service and how it works please call us at 800-903-0941. 

Are there places freight companies won't deliver to?

Freight carriers usually make deliveries in semi trucks, which are unable to navigate dead-end streets and cul-de-sacs. If your residence is in such a location, please let us know at the time of your order and we will work with you to find a solution. We may arrange a terminal pickup, allow for a change of address, hire movers to assist with delivery, or find a carrier with a truck small enough to reach your residence. 

If you have any questions don't fret! We are here to assist you and are standing by to take your call on the specifics of your delivery. Feel free to call us at 800-903-0941.

Please download our Freight Delivery Checklist below to help you better understand the process and give yourself a visual of what to except leading up to and on delivery day.