What To Expect and How to Prepare for a Smooth Delivery
Whether you’re installing bike racks, benches, tables, or other site furnishings from Madrax and/or Thomas Steele, most orders ship via freight (LTL). Freight shipments work a little differently than standard parcel delivery, but with a few simple steps you can feel confident receiving your order. This article covers what to expect, how to check your delivery, how to note any issues, and what to do if something arrives damaged or missing.
Scheduling Your Shipment
Preparing for Delivery Before the Truck Arrives
What To Do:
- Confirm the contact name and phone number provided are accurate.
- Plan for someone to be on-site for the day of your delivery, so everything goes smoothly and avoids re-delivery fees.
- Review your delivery terms: unless you’ve requested and scheduled add-on services (inside delivery, liftgate, appointment delivery), freight carriers deliver to the curbside only and do not assist with offloading.
Receiving Your Shipment
Confirming Quantity and Inspecting Packaging
Step-by-step:
- Please be prepared to offload product in a timely fashion to avoid carrier detainment fees.
- Most carriers allow 15 minutes of unloading at no additional charge. The time begins from when the driver arrives at the delivery location.
- Count pallets/crates and compare to your packaging list of Bill of Lading (BOL).
- Visually inspect packaging for crushed corners, bulges, or tears.
- If possible, gently open packaging to check the actual product inside.
In most cases, products arrive in excellent condition. However, because freight shipments can encounter normal wear during transit, it’s still important to carefully inspect the packaging and product when they arrive.
If you see obvious damage:
- Do NOT immediately unpack or discard packaging, you may need it for documentation.
- Take clear photos of the damage from multiple angles.
Before You Sign
Why Your Signature and Notes Matter
Your signature on the Bill of Lading (BOL) or Proof of Delivery (POD) is the official record that you accepted the shipment. How you sign can impact our ability to report & resolve issues with the carrier.
- Be sure you've inspected all pallets or crates thoroughly.
- If shipment appears to be in good condition, please write "no apparent damage", in case there is concealed damage you discover when opening the shipment.
- If you do notice damage, missing items, or anything unusual at delivery, write clear notes on the delivery receipt (i.e. "1 pallet damaged", "boxes torn").
- Take time-stamped photos showing the issue and the delivery receipt with your notes on it.
- If damage is significant, you can refuse the delivery.
Sample BOLs
Sample POD
Next Steps
Even with careful inspection, occasional problems can happen. If you find missing pieces or concealed damage:
- Document damage with photos showing product and packaging.
- Retain delivery paperwork and all packaging until issue is resolved.
- Contact Graber Manufacturing, Inc. customer experience with:
- Your order number
- Photos of the issue
- Copies of the BOL w/ noted damage
- A list of any missing or damaged items
Prompt reporting helps us work quickly with the carrier an minimize any project downtime for you.
Shipping Terms & Responsibilities
Your Delivery and Our Policies
Graber Manufacturing, Inc. shipping terms & conditions explain how delivery acceptance, freight claims, and shortage/damage processes work:
We're Here to Help!
Receiving freight doesn’t have to be complicated, and a little preparation goes a long way! If you have questions about delivery, documentation, or need help with a shipment issue, our team is ready and happy to assist.
Call: 608-849-1080 or 800-448-7931
Email: support@madrax.com
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