ShopRollUpDoors.com ships roll-up doors by Common Carrier (LTL freight truck). Because these products are oversized and heavy, freight delivery requires different receiving procedures than small-package shipping. Please review this policy before ordering so you are prepared for delivery.
Order Processing and Ship-Out Times
Orders are processed after payment and order information have been accepted. Estimated ship-out times shown on product pages are stated in business days and represent the estimated time before an order leaves the shipping facility. Transit time begins after the freight carrier picks up the shipment. Weekends, holidays, product availability, weather, carrier delays, and other conditions outside our control may affect timing.
Common Carrier Freight Delivery
Roll-up doors are shipped by Common Carrier / LTL freight truck. Residential deliveries are generally curbside deliveries. The freight carrier is not responsible for moving the door into a garage, building, storage facility, or other location on the property. Customers should be prepared to receive the shipment and arrange any help needed to move the product from the delivery point.
Freight Truck Accessibility
The customer is responsible for making sure the delivery location can safely accommodate a commercial freight truck or tractor-trailer. Narrow roads, low-hanging trees or wires, restricted entrances, soft surfaces, limited turning areas, gated communities, or other access restrictions may prevent normal delivery. If the carrier determines that the location is not safely accessible, alternate delivery arrangements may be required and additional carrier charges may apply.
Delivery Appointments
Freight carriers may contact the customer by telephone, text, or email to arrange a delivery appointment. Please provide accurate contact information and respond promptly to carrier communications. Failure to respond or accept delivery may result in storage, detention, redelivery, or other carrier fees that may become the customer’s responsibility.
Inspect Your Shipment Before Accepting Delivery
Carefully inspect the shipment before signing the carrier’s delivery receipt. Check for torn, crushed, punctured, or damaged packaging; bent or damaged door components; missing packages or components; and any other visible signs of freight damage.
If any visible freight damage is present at the time of delivery, clearly note the damage on the carrier’s delivery receipt and refuse the shipment. Take clear photographs of the damaged packaging and product before the freight truck leaves. Do not sign for a visibly damaged shipment as being received in good condition, and do not rely only on wording such as “subject to inspection.” If there is a shortage but no visible damage, clearly note the missing package or component on the delivery receipt before signing.
Visible Freight Damage
If visible freight damage is found at delivery, note the damage on the carrier paperwork, photograph the damage, and refuse the shipment. Contact ShopRollUpDoors.com as soon as possible after the refusal so we can assist with the freight claim and next steps. Documentation made while the carrier is still present is important when filing a freight claim.
Concealed Freight Damage
If damage is discovered after the packaging is removed, stop unpacking once the damage is found. Keep all packaging materials and damaged components, take clear photographs of the product, packaging, and damage, and contact ShopRollUpDoors.com immediately. Notify the delivering freight carrier and request an inspection when required.
Concealed damage should be reported within 5 business days of delivery. Do not discard packaging or damaged merchandise until the freight claim has been resolved or you have been instructed to do so.
Freight Damage and Shortage Claims
When freight damage or shortages are properly documented, ShopRollUpDoors.com will work with the freight carrier to process the claim. Photographs, delivery paperwork, packaging, and other documentation may be required. The customer may need to retain the damaged product and packaging until the carrier completes its inspection or provides instructions regarding disposal or pickup.
Refused Deliveries
If a shipment is refused because of documented freight damage, contact ShopRollUpDoors.com immediately. Shipments refused for reasons other than documented freight damage may be treated as a return and may be subject to return freight charges, carrier fees, and the 15% restocking fee.
Storage, Detention, and Redelivery Charges
Freight terminals may assess storage, detention, redelivery, or missed-appointment charges when a shipment is not accepted within the carrier’s allowed delivery period or a scheduled delivery cannot be completed. Charges caused by missed appointments, failure to respond to the carrier, inability to receive the shipment, or delivery-site access problems may be the customer’s responsibility.
Changing the Delivery Address After Shipment
Please verify the complete shipping address before placing your order. Once a roll-up door has shipped, changing the delivery address may require the freight carrier to process a reconsignment. Reconsignment and related carrier charges are not included in the original shipping price and may be the customer’s responsibility.
Returns and 15% Restocking Fee
Approved returns are subject to a 15% restocking fee unless otherwise stated in writing by ShopRollUpDoors.com. Original freight charges are non-refundable. The customer is responsible for return freight costs unless the return is the result of an error by ShopRollUpDoors.com or another arrangement has been approved in advance. See our Refund & Return Policy for complete return requirements.
Returned merchandise must be in resalable condition and include all original components, hardware, documentation, and packaging. Products that have been installed, modified, damaged after delivery, or returned incomplete may not qualify for a refund. Any refund due will be calculated after the returned merchandise has been received and inspected. Applicable restocking fees, return freight charges, and other authorized carrier costs may be deducted from the refund.
Questions About Freight Delivery
If you have questions about shipping, truck accessibility, delivery requirements, damage procedures, returns, or receiving your roll-up door, contact ShopRollUpDoors.com before placing your order.