A Guide On How To Handle Back-Of-Truck & Curbside Freight Delivery As A Customer
Here at Game Dribble, we appreciate your business. We noticed that many other businesses leave their customers un-educated when accepting freight deliveries.
We don't want to be like them.
That is why we created this easy-to-read guide addressing common questions and concerns on how to handle freight shipping as a customer so you, the customer, can be educated and protected.
If you see a damage on the box, then do not sign the BOL (Bill Of Lading) yet. Inspect the box and open it. Check if its contents are intact. If you confirm the damage, then note in the BOL "Refused Due To Damage". There will be no cost to you if the item is refused
at delivery due to damage and properly notated on the Bill of Lading.
What Is a Back-of-Truck & Curbside Freight Delivery?
- Back-of-Truck & Curbside delivery are two free delivery services offered by Game Dribble on most products
- Back-of-Truck freight delivery means it is up to you to remove the box from the truck
- Curbside delivery means that the item will be dropped curbside right at the end of your driveway
- The delivery people are not obliged to take the item any further than truck/curbside if that is the service you have chosen
- Thus we highly recommend additional set of hands or equipment during the time of delivery
- Freight shipment are characterized by placing the items on a wooden pallet
If Your Delivery Location Is Classified As "Limited Access", Then Let Us Know Immediately
- A "Limited Access" location is a site where delivery is limited or restricted
- These are, in general, commercial establishments (but not limited to) not open to the walk in public during normal business hours
- Non-commercial sites include, but not limited to:
Remote Gov't Delivery
When Will The Freight Truck Be Coming To Deliver My Order?
- Once you place your order it will take a day or two for the manufacturer to prep the item for shipping. The transit time usually ranges from 3-15 business days, but a lot depends on the service level. If there are any unforeseen circumstances though, we will reach out to you immediately.
When Do I Get Tracking Info?
- Once your item is picked up by the freight company, it may take up to 48 hours for a tracking information to be relayed to you
- Once tracking information is sent though, you will be able to track your shipment and find an estimated delivery date along with a contact number for the freight company should you want to get in touch with them directly
- It is highly recommend for customers to contact the freight carrier directly should they have any pressing/immediate questions or concerns regarding delivery
- However, if you would like for us to speak to them on your behalf, feel free to reach out to us at (302) 219-3686
- The estimated delivery date is when the item reaches your local terminal barring unforeseen circumstances and delays
You Will Receive A Call From The Freight Company To Set Up A Delivery Appointment
- Once the item arrives at your local terminal, you will receive a telephone call from the freight company to schedule the delivery date
- Freight companies will deliver between 8:00 am and 5:00 pm, mostly on Monday-Friday window
- You must be present or have someone there to inspect and sign for the product
How To Inspect The Product Once Arrived?
Inspection is an incredibly important process and if done wrong can leave you unprotected. Someone needs to be present for delivery. The individual present for delivery is required to be educated with the following information
What You Should Do First:
- When the freight truck arrives, the driver will lower your package down with a lift gate (or open the back of the truck for you to carry the item down - if Back-of-truck delivery was selected)
- Ensure every piece noted on the packing slip is received
- Inspect every piece individually
- You need to inspect the packaging for any rips, tears, abrasions, scratches, broken band, holes, dents, etc.
- Take pictures of any damage to the packaging for us to have on file
- If any damage to the packaging is seen, you want to go ahead and open up the packaging to inspect the item for any damage
- Again, take pictures of any damage to the packaging for us to have on file
- Sometimes a shipment may look okay on the outside but it may have concealed damage inside. It is YOUR responsibility to check that your item was not damaged during shipment.
- See below of an example of some packaging that has been damaged
I See Some Damage OR Feel That There May Be Damage! What Do I Do?
- You need to notate on the Bill Of Lading (BOL) any damages (even the slightest damage)
- Be as descriptive as possible. Put as much detail in the body of the BOL AND TAKE PICTURES
- Then write "REFUSED DUE TO DAMAGE" on the BOL
- Proceed to then notify us immediately at firstname.lastname@example.org
- When refused at delivery due to freight damage, the carrier will bear the responsibility of return shipment and a cost of replacement unit to be sent out
- We will try our best to get a replacement unit sent out to you ASAP. However, bear in mind, for custom made to order items or items out of stock, a replacement unit may take longer to ship out.
IF YOU CHOOSE TO ACCEPT THE SHIPMENT, SEE BELOW:
- You STILL must notate any damage you see on the BOL. BE AS DESCRIPTIVE AS POSSIBLE. DO NOT SKIP THIS STEP.
- If there is damage but you still choose to accept the product, you may be eligible to file a claim with the carrier. To increase your chances, PLEASE NOTATE the damage on the BOL!
- If you choose to accept the product as-is, you are accepting the damage to the product
- Notate all damage on the BOL
- Take Pictures
- Take Videos
- This will allow you to file a claim with the carrier
- Please Note: Game Dribble or our partner brands CANNOT guarantee IF or HOW MUCH the freight company will reimburse you.**That is at the discretion of the freight company**
- Things that may increase the chances of your reimbursement are:
Providing thorough notation during time of acceptance on the BOL
Taking lots of pictures
Saving your packaging
Filing a claim ASAP (You can reach out to us so we can help guide you through the process)
What Is A BOL (Bill of Lading)?
- The Bill of Lading is a document which transfers the item into your possession once signed
- Please see below of an example BOL with notation of "Refused due to damage":
I Want To Change My Delivery Option / I Need An Upgraded Delivery Option (In-Home or In-Garage)
Please reach out to us immediately so we can discuss options. Time is of the essence.
Important Things To Note:
- Freight carriers are a third-party logistic company and are not associated with Game Dribble, thus any mishaps should not be reflected on the Game Dribble Brand. We like to remind customers that once your shipment is placed onto a freight truck, we have limited authority over that shipment. Therefore, we will not be able to offer any reimbursements for situations outside of our control.
- The estimated date of arrival listed on the tracking website is just an estimate and usually refers to the date in which the item is delivered to your local terminal. You will be contacted prior to the actual delivery by the freight carrier to set up a delivery date and time.
- If you chose Free Curbside or Free Back-of-truck Delivery, the freight carrier is not responsible to assist you with unpacking, set-up or moving the shipment beyond the curbside, or disposing of packing materials. If you would like a more upgraded delivery service, please call us at (302) 219-3686, so we can help you arrange for white glove delivery.
- If delivery is not made within 3 business days of the shipment arriving in the terminal, the carrier may charge storage fees of which you (the customer) are responsible for. If shipment is out for delivery and you would like to reschedule or an individual is not present upon arrival, the carrier may charge re-delivery fees of which you (the customer) are responsible for.
This is what you (the customer) are agreeing to when you sign for delivery of damaged goods
- If you choose to accept and sign the shipment with damage, you are accepting the product as-is.
- You are relieving the freight company of any responsibility for this damage and there will be limited recourse with the carrier.
- Since Game Dribble is not responsible for any damages or mishaps caused by the freight carrier, we are not obligated to give discounts or credits for a damaged product
- Which is why it's imperative for you to follow these guidelines to have the best chance of filing a claim against the carrier
If, in the event, the driver does any of the following:
- Helps you wheel your items into the garage/house/property
- Drives further up your property
- Steps onto your property
- Or any other similar types of scenarios
- **Game Dribble and our Partner Brands are not liable for any damages/mishaps/etc. that may occur**
Please also refer to our Shipping, Returns, & Cancellation Policy for any other additional information: https://gamedribble.com/pages/refunds-returns-policies
Please contact us at (302) 219-3686 should you have any questions or concerns and we will do our best to assist you. We appreciate your understanding.