Freight Delivery Guide
Freight Delivery Guide
What to Expect When Your Order Ships by Freight
Some larger Backyard Horizon products are shipped by freight. This may include built-in grills, outdoor kitchen components, fire features, and other oversized products.
Freight delivery is a common way to safely transport larger products. While the process is a little different from receiving a standard package, a little planning can help make your delivery straightforward.
Curbside Delivery
Freight deliveries are made to the nearest accessible curbside location or a loading dock, as described in our Shipping Policy.
The carrier generally does not move the product inside the home, into a garage, or to the final installation location. Customers are responsible for moving items inside their property.
Because some products can be large and heavy, we recommend planning ahead for how the product will be moved from the delivery location to your project area.
Delivery Appointments, Signatures & Liftgate Service
Freight carriers typically contact you to schedule a delivery appointment once the shipment reaches the local terminal. Provide a valid phone number at checkout so the carrier can reach you.
A signature is required upon delivery. Arrange for someone to receive and inspect the shipment before signing the delivery receipt.
Liftgate service is provided when required for safe unloading. This does not include moving the product inside your property or to its installation location.
Before Your Delivery
A little preparation can help make the delivery go smoothly.
- Make sure your delivery address and contact information are correct.
- Consider where the shipment can be safely received.
- Make sure the delivery area is accessible to a freight truck.
- Consider gates, narrow driveways, steep areas, private roads, low-clearance areas, or other access limitations.
- Plan for assistance if the product will need to be moved from the delivery location to the installation area.
Delivery access and available services can vary depending on the carrier, product, and property. Review our Shipping Policy for information about access limitations, missed appointments, and potential redelivery or storage fees.
What If My Property Has Limited Access?
If your property has a narrow driveway, gated access, steep terrain, a private road, a loading dock, or another unusual access condition, please contact us before ordering.
When Your Shipment Arrives
Freight shipments are commonly secured to a pallet or packaged for transportation.
When your shipment arrives:
1. Inspect the Packaging Before Signing
Inspect the shipment before signing the delivery receipt. Look for visible signs of damage, such as crushed corners, punctures, broken packaging, or other unusual damage.
2. Take Photos
If you notice visible damage, take clear photographs of the packaging and product. Photograph the packaging before opening it when possible.
3. Note Visible Damage Before Signing
Record any visible damage on the delivery receipt before signing. Signing without noting damage may limit our ability to file a claim with the freight carrier.
4. Inspect the Product
Unpack and inspect the product promptly after delivery, before installation, so any concealed damage can be reported within the applicable policy timeframe.
5. Contact Us if There Is a Problem
If you notice visible freight damage, contact Backyard Horizon immediately. If you discover concealed damage or receive the wrong product, contact us as soon as you discover the issue and provide your order information and photographs.
Review the reporting deadlines and requirements in our Shipping Policy and Return & Refund Policy, including applicable brand-specific terms. Do not wait until installation to inspect or report an issue.
Please do not install, modify, or use a product that appears damaged until the issue has been reviewed.
If Everything Arrives in Good Condition
If your shipment arrives in good condition, follow the manufacturer's instructions for unpacking, installation, and use.
We recommend keeping your order information, shipping documentation, and product information for your records.
A Few Helpful Tips
Plan ahead. Consider where the shipment will be received and how it will reach your project area.
Check access. Make sure the delivery location can accommodate a freight truck.
Take photos. Document the packaging and product if you notice any visible damage.
Inspect before signing and installation. Record visible damage on the delivery receipt before signing, then inspect the unpacked product promptly.
Keep your documentation. Save your order confirmation, tracking information, and manufacturer documentation.
A Little Planning Goes a Long Way
Freight delivery is different from receiving a standard package, but with a little preparation, the process is generally straightforward.
For complete information about shipping, delivery timing, damage reporting, and applicable requirements, please review our Shipping Policy and Return & Refund Policy.
If you have questions about a specific order or delivery, contact Backyard Horizon and include your order number when available.