Large and heavy items are shipped via trusted common carriers that specialize in handling large items. Your order will be delivered curbside on a full size 18 wheeler truck. Shipping time can typically take one to three weeks for delivery.
Freight Shipping Process
Before the freight carrier makes a residential delivery they will call to schedule a delivery time window. It is important that we have the contact name and phone number on your order to prevent delays. If the carrier can’t get in touch with you to set the delivery appointment the shipment could be refused and you will be response for the freight charges. Setting the delivery appointment can only be done by the carrier.
When the freight arrives you will be responsible for:
- Removing the shipment from the truck
- Bringing it into your location
- Noting damaged or missing items on the carrier's delivery receipt.*
What should I do if my shipment is damaged?
While it’s unfortunate, products are damaged by the delivery carrier from time to time. You must inspect the item(s) by opening the pallet and boxes to check for concealed freight damage. It is highly recommended that you remove the wrapping and/or box and inspect the product for hidden damage as well. Please clearly notate on the carrier’s paperwork that the item was damaged when it arrived, refuse the shipment and supply us with a copy of that paperwork. If the carrier will not let you remove the box, then please clearly write on the freight bill "Subject to Inspection for Damage". Please contact us so we can get you a replacement or find a solution for the damage to be repaired.
If concealed damage is later discovered, please notify the carrier as quickly as possible (within 24 hours) and follow up with them via written notice. Hold the container and product for inspection in as close to the same condition as it was when delivered. Once you have signed for the product and accepted delivery, the carrier and Pool Zoom are no longer responsible and the product is yours. Your signature is acknowledgement that your order is free of damage if not noted otherwise on the freight bill.
- Note it clearly on the delivery receipt before signing (Example - "missing 3 pieces", "holes in packaging", "multiple dents on heater", etc).
- Keep your copy of the delivery receipt.
- Contact us within 1 business day.
- Keep the damaged packing materials for inspection.
- Take pictures of the damaged items and packaging.
Please throughly inspect your delivered items and compare them with the delivery bill, noting any differences in quantities or damages on the delivery bill BEFORE you sign. This will be required for filing a claim with the freight company. Signing the delivery bill without noting damage or missing items confirms that the shipment has been delivered as expected. If there is a large amount of damage (large holes in boxes, contents spilling out, missing more than 10% of the boxes, etc.) please contact us immediately at 1-888-756-9666 M-F 9-5 CST.