What you need to know about freight shipping
Delivery Options:
- Free Ground Residential Delivery: Delivery to residential or areas by FedEx or UPS.
- Optional Freight Residential Delivery: Delivery to residential or areas that are not accessible by a standard size freight truck (approx. 53 ft long) will require the shipment to be delivered with a shorter more maneuverable truck. Residential deliveries will be liftgate deliveries, meaning the truck will have the ability to lower the pallet down to the ground so you don't have to manually lift it out of the truck. The shipment will be placed at the curb or the nearest flat area at the end of the driveway. If you need the delivery to be moved any further an additional fee will be charged.
Freight shipments must be shipped to the address listed on the bill of lading.
The truck driver can not deviate from the address listed, even if it is only across the street or a block away from the listed location. If for some reason the shipping address needs to be changed after the order has left our warehouse please contact customer service with the necessary information and we will do our best to make the update with the freight carrier before the delivery is attempted. The freight carrier will charge a fee for changing the shipping address after the order ships (known as a reconsignment fee). You will be billed for the extra charges.
What do I need to receive the shipment?
Residential Delivery: FedEx or UPS
- Photo I.D. for Signature Required
- Gloves
- Box cutter
- Hand Truck or Dolly with straps
- We recommend Team Lift, so bring a buddy
Domestic Freight Terminal Pickup: LTL
- Photo I.D. (REQUIRED)
- Bill of Lading (BOL) (REQUIRED)
- Vehicle (truck or large SUV recommended)
- Gloves
- Tie Downs
- Box cutter
- Hand Truck or Dolly with straps
- We recommend Team Lift, so bring a buddy
Shipment Damage
If you see significant damage to the shipment, for example a steel part is noticeably bent over or there is obvious damage that is not a repairable part and will affect the product’s function you have the right to refuse the shipment. Take photos of the damaged shipment on the truck and email them to customer service help@realspiritusa.com. Have the driver make notes of the damage on the bill of lading. Indicate the shipment is “Damaged and Refused.” The truck driver will try to get you to sign the bill of lading and leave the shipment, but once the shipment is delivered and signed for, the driver no longer has any responsibility for it. DO NOT SIGN.
Don’t be rushed.
If the shipment looks to be in satisfactory condition, but you are unsure if there could be concealed damage and the driver pressures you to sign for the shipment please write on the bill of lading “Subject to Inspection. Driver Refuses To Wait.” Also make note on the BOL of any irregularities of the shipment packaging. For example stretch wrap is torn, or skid has broken boards, scratches on product, etc.
Count the number of pieces and compare to the number listed on the bill of lading.
Shipment pieces can be separated during transit so only sign for the number of pieces that are actually being received. Check the packing list for the shipment contents. Once the shipment bill of lading has been signed for, you are accepting the products in the condition they are received and the quantity listed.
Please note any acceptable flaws in the shipment's condition on the bill of lading before signing.
If there is minor damage to the shipment, for example scratched paint, small dents or other cosmetic damage that will not affect how the product functions, and you are comfortable with accepting it as is, these details should be noted on the bill of lading before signing. Also take photos of the shipment still wrapped or immediately after unpacking. Provide customer service the photos and information as soon as possible for further review. A credit may be issued back to you for the inconvenience.
Don’t wait to get help if there is an issue with the shipment.
If damage is found after a shipment is unpacked it is more difficult to file a freight claim and get a positive outcome if there is nothing noted on the bill of lading. Noting the shipment abnormalities on the bill of lading before signing for the shipment will help if there is concealed damage and a freight claim needs to be filed. Freight carriers limit the amount of time you have to file a freight claim. Please contact customer service within 24 hours of delivery for additional assistance. Please provide photos and any other relevant information in regard to the delivery, shipment packaging and product condition. If Real Spirit USA is not notified within the 24-hour window, we will no longer be responsible for damages/shortages.
In general, most shipments arrive with no issue.
But in the few instances that there is an issue it is helpful to keep the above information in mind to help protect yourself. Planning ahead to be prepared for the shipment delivery is a good thing. If there are any questions about the shipping method or options for your order please contact customer service.