After your order has been placed, processed and payment approved, your product will ship via common carrier freight or UPS Ground or Fed Ex Ground unless otherwise specified.
Greatmats will ship in-stock products within 1-3 business days in most cases. Custom and special order products may incur a production lead time of 3-4 weeks or more. It is best to determine product production lead time at the time of order.
After the product ships, Greatmats will send an email to the customer listed on the billing address of each order containing shipping information including the trucking company name, phone number and your shipment tracking number. For online orders that are checked as "Delivery to Residential or Non Loading Dock Business", a free lift gate and delivery appointment has been added to your order. The trucking company will call you to schedule a delivery time window.
For business deliveries with a dock or when the customer will unload product off of the freight delivery truck and does not need a delivery appointment, then we ask that the receiving party listed on the shipping address of the order, contact the trucking company directly to coordinate delivery date and time, as the receiving party is required to meet the truck at the time of delivery to avoid redelivery fees.
For all business deliveries via freight truck, the trucking company will assume your business is open and staffed to receive deliveries Monday-Friday during normal business hours. For business delivery appointments it is the sole responsibility of the customer to contact the trucking company to arrange a delivery appointment if needed.
If you require products delivered by a certain date, please call Customer Service to verify your product availability. Some products that can be order online may not be in stock. Greatmats does not guarantee at any time a certain delivery date or time frame for delivery for any product or order. Any listed time for a shipping method is an estimate only. For orders with deadlines please order well in advance. Greatmats is not responsible for lost, misplaced, or delayed shipments or damaged freight by the freight carriers.
Business freight deliveries or freight deliveries without a lift gate are dock to dock, which means the receiving business party is required to remove the product from the truck. Truck drivers will position the product towards the back of the trailer. Truck drivers are not responsible for removing product off of the truck. In most cases our products can be hand unloaded off of the pallet from the back of the delivery truck, by simply removing the shrink wrap off the product.
Inspecting for Damage
Please be sure to check all packages for any potential damage during transit. Greatmats is not responsible for damaged products due to shipping. It is the sole responsibility of the receiving party to fully inspect the product at the time of delivery for any potential damage. We recommend removing any protective wrapping to fully inspect the product, before the driver leaves. In addition please count the product before signing the Delivery Receipt.
What to Do If Product is Damaged
If the product is damaged in any way, DO NOT REFUSE THE PRODUCT, it is best to receive the product and replacement product will be shipped out to you, please read on. Refusing product by the customer does not recuse the customer of re-deliver or return shipping costs.
If damage did occur during transit, any and all damage must be noted on the Bill of Receipt in detail and signed by the driver. A copy of the Bill of Receipt will need to be faxed, emailed or snail mailed to Greatmats in order for a damage claim to be filed with the trucking company, on your behalf, in order for replacement product to be sent to the customer.
When possible, please photograph the damaged product on the truck and off the truck for evidence that will assist with a product claim. Damaged product must be held in the customer's possession up to 2 months. The shipping company has the right to inspect and/or claim the product if a damage claim is filed and or / paid by them.
Lift Gate and Inside Delivery Options
Lift gate delivery service is available at additional cost. If you believe you may require lift gate at delivery, please contact Customer Service for assistance. This will enable you to learn more about the particulars of product packaging specific to your order. If requested and paid for at the time of order, Lift gate service will transfer the product off of the truck and onto the curb at the delivery site. This DOES NOT include any inside of home or garage delivery or moving the freight pallet away from the curb.
Additional Accessorial Charges
Any and all additional charges that are not paid for already or included for free at the time of order, such as inside delivery, change of address, residential delivery, limited access, re-delivery, and storage fees will be the sole responsibility of the customer unless stated in the customer order as part of the shipping costs pre-paid for by the customer to Greatmats at the time of order.
Limited Access Issues
All freight deliveries will arrive, in most cases, in a full size 42 Ft tractor trailer truck, (such as long haul trucks you might see on the freeway system). It is the customer's responsibility to notify Greatmats at the time of order, if your delivery location has potential limited access issues. In the event the truck cannot reach your location or can not turn around in your area. Any and all re-delivery charges incurred will be billed back to the customer if delivery is attempted and cannot be completed because of unknown limited access issues.
If the customer refuses delivery for reasons other than those agreed to in writing within the order document, the customer will be responsible for all initial shipping and re-delivery charges. It is important to note that freight deliveries are always curbside even when a lift gate option is added to the order. Drivers are not obligated to deliver freight into driveways or garages. “Curbside” means next to the curb on the street. Inside delivery is not available.
For further questions regarding the above Greatmats Shipping Disclaimer statements please contact Customer Service.email@example.com