Freight Shipping FAQsUpdated 2 days ago
If you’re here, you probably just received an email letting you know that your order is shipping via freight, not your standard delivery. That’s because some of our larger systems and components need a little extra care and coordination.
Below is everything you need to know to prepare for your delivery.
🧭 What is freight shipping?
Freight shipping is used for oversized or heavy items that can’t be sent through regular parcel carriers (like USPS or UPS). Instead, your order will arrive on a pallet via a specialized freight carrier.
It’s safe, reliable, and ensures your items arrive in excellent condition.
🕓 How will I know when my order is arriving?
You’ll receive:
A tracking number via email once your freight shipment has been scheduled.
A call from the freight carrier to schedule a delivery appointment (typically 24–48 hours before delivery).
Important: You or someone over 18 must be available to accept the delivery at the scheduled time.
🏡 What should I expect on delivery day?
Freight shipments are typically curbside deliveries. That means the carrier will bring the pallet to the end of your driveway or the nearest accessible area.
The driver is not required to bring items inside or up any stairs.
Be prepared to receive and inspect the items upon arrival.
If the shipment looks damaged, make a note on the delivery paperwork before signing and contact us right away with photos.
📦 Carriers We Use & What to Expect
We ship freight orders with three main carriers. Here’s what to know about each:
🔵 FedEx Freight
Delivers Monday through Friday
Will call to schedule a 2–4 hour delivery window
Tracking updates are available at FedEx Freight Tracking
Drivers do not bring items inside your home
🟡 Day & Ross
Canadian-based freight service with reliable delivery throughout North America
Will contact you to schedule delivery (often with 24 hours’ notice)
Tracking available at Day & Ross Tracking
May offer liftgate service to lower the pallet to the ground — no stairs or inside delivery
🟠 Southwestern Motor Transport (SMT)
Commonly used for shipments in the Southern U.S.
Will call to schedule a delivery appointment
Tracking via SMT Freight Tracking
Curbside delivery only — driver will unload the pallet but not move it indoors
⚠️ What if I miss the delivery?
If you're not home during the scheduled time, the carrier may:
Attempt a second delivery (you may be charged a re-delivery fee)
Hold the shipment at their terminal for pickup
We recommend staying in touch with the carrier once you receive your scheduling call to avoid delays.
📷 Should I inspect the package?
Yes! We strongly recommend:
Inspecting the outer packaging for visible damage
Taking a photo before opening, especially if anything looks off
Contact us right away if something is missing or damaged
📞 Still have questions?
We’re here to help. Reach out to our team at [email protected], and we’ll be happy to guide you through your delivery process.