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Freight Policy

LTL Freight Shipments

Grills, oversized products, and other palletized items ship by LTL freight. This policy applies to all Ceramic Grill Store orders designated for freight delivery.

Freight Delivery at a Glance: Appointment Required • Residential Curbside with Liftgate • Inspect Before Signing

Before Delivery

Please provide a complete delivery address and the best phone number for the freight carrier to reach you during normal business hours.

Freight deliveries arrive by tractor-trailer. Your location must provide safe access for a large semi-trailer truck. The freight carrier determines accessibility, and additional charges may apply if special services are required.

Tracking will be provided after your shipment leaves our facility. Any delivery date or time shown in tracking is only an estimate and is not a scheduled appointment.

Once the shipment reaches your local terminal, the freight carrier will contact you to schedule delivery. Delivery windows are typically several hours rather than an exact time.

What to Expect at Delivery

Your order will arrive boxed and secured to a pallet.

Delivery is curbside only. This is not white glove delivery. The driver is not required to move the shipment into your garage, backyard, home, or final installation location.

Have a plan for moving the shipment after delivery. A heavy-duty dolly and an additional capable person are strongly recommended.

Make sure the adult accepting delivery understands the inspection process below.

Inspect the Shipment Before Signing

Most freight deliveries arrive without issue, but inspecting the shipment upon arrival is critical.

First thing to do: Take photos of all four sides of the shipment exactly as it arrived at the curb.

  1. Inspect the pallet, boxes, shrink wrap, and straps for visible damage.
  2. Confirm the shipment appears complete. A packing invoice is attached to one of the boxes.
  3. If you see damage, do not sign yet. Photograph the shipment and damaged area, inspect the contents, and call us immediately at 940-387-0100.
  4. Have the driver document the damage and initiate a freight claim when possible. Clearly note all visible damage on the delivery receipt, including your paper copy, before signing. For electronic receipts, confirm the damage details were entered correctly. Request the claim or reference number if one is provided.

If damage appears significant, we may instruct you to refuse the shipment. If the damage is limited to a replaceable component, we may recommend accepting the shipment so we can begin the replacement process.

Important: Failure to have delivery photos and document visible damage at delivery can limit our ability to successfully file a freight claim and may result in the customer becoming responsible for the damage.

Concealed Damage

Unpack and inspect the entire shipment as soon as possible, preferably the same day and before assembly.

If concealed damage is found:

  1. Stop and photograph the product and packaging exactly as found.
  2. Take wide-angle and close-up photos of the damaged area, packaging, and pallet.
  3. Keep the pallet, boxes, straps, and packing materials. Do not assemble, repair, use, or discard damaged components unless instructed.
  4. Email your order number, photos, and a brief description of the damage to kelsie@ceramicgrillstore.com immediately.

Failure to have the original delivery photos may limit our ability to support a concealed-damage claim and may result in the customer becoming responsible for the damage.

You may also call us at 940-387-0100. We will review the information and advise on next steps.

Address Changes, Missed Deliveries & Carrier Fees

The customer is responsible for additional freight charges resulting from:

  • Incorrect, incomplete, or changed delivery addresses
  • Inaccessible delivery locations
  • Missed delivery appointments or delayed scheduling
  • Storage, redelivery, reconsignment, or rerouting
  • Return-to-sender charges or special services
  • Cancellation after the shipment has been picked up

Freight carriers can assess substantial accessorial charges. If you have concerns about semi-truck access or the delivery process, contact us before placing your order.

Cancellations, Refused Deliveries & Returns

Once an LTL shipment has been picked up, it cannot simply be canceled or redirected. Customers are responsible for applicable rerouting, storage, return freight, and other carrier charges when an order is canceled after shipment or refused for reasons other than verified freight damage.

Freight returns require prior authorization from Ceramic Grill Store and remain subject to our Return Policy. Keep the original pallet, boxes, straps, and packing materials until the shipment has been fully inspected.

Questions About Freight Delivery?

Questions about truck access, scheduling, inspection, damage claims, or delivery?

Call Ceramic Grill Store: 940-387-0100

By purchasing an item designated for freight delivery, the customer acknowledges and agrees to the requirements and responsibilities outlined in this LTL Freight Shipping & Delivery Policy.