Freight Shipping Policy

Freight delivery summary

How freight delivery works

Large items cannot go through small-parcel carriers, so we ship them with freight carriers. Your order is loaded on a pallet or in a crate and delivered on a truck with a hydraulic liftgate.

1. We ship and send tracking. We email you the carrier name and tracking number.
2. The carrier calls to schedule. A delivery appointment window is arranged by phone.
3. Delivery day. The driver lowers your item to the curb or the end of the driveway.
4. You inspect and sign. Check the shipment, note any damage, then sign.

The scheduling call

The carrier calls the phone number on your order. Please make sure it is correct and that you can answer calls or return voicemail promptly. If the carrier cannot reach you, delivery may be delayed.

Someone 18 or older should be available at the delivery address during the appointment window to receive the shipment and sign.

What to prepare before delivery

• A clear path. The truck needs room to park and lower the liftgate. Check for low branches, wires, narrow or steep drives, and soft ground.
• A place to set the item down. Delivery is curbside. The driver does not carry items inside or up steps.
• Help and equipment. See the heavy item advice below.
• A phone and a camera. You will want both on delivery day.

Heavy item advice

Plan for the weight of your item before it arrives.

• A portable generator such as the DuroMax XP13000HXT weighs about 238 lb. Plan for two or more helpers, or a hand truck or dolly rated for the weight.
• Playset crates, such as those for Gorilla Playsets, can weigh over 1,000 lb in total. Unloading and moving them takes two or more helpers and suitable equipment, such as a pallet jack, ramp or tractor with a loader.
• Riding tractors, pergolas and gazebos also arrive in large, heavy packaging. Check the product page for weight and dimensions.

Lift with your legs, wear gloves and sturdy shoes, and do not try to move a crate alone.

Inspect before you sign

Before you sign the carrier's bill of lading (the delivery receipt), look over the shipment while the driver is still there.

• Check the outer packaging and straps for dents, tears, crushing, water damage or missing pieces.
• If you see damage, write it on the bill of lading before you sign, for example "crate crushed on one corner."
• Take photos of the packaging and the damage, with the driver's paperwork in view if you can.
• If the packaging is badly damaged, you may refuse the delivery. Contact us at once.

Reporting damage within 48 hours

Report any damage to us within 48 hours of delivery. Email contact@avitka.com or call +1 (816) 280-9461 with:

• Your order number
• Photos of the outer packaging, the damaged item and the bill of lading
• A short description of what is damaged

We will review it and work out a replacement or refund with you. Please keep all packaging until we have responded.

Refused, missed or failed delivery

• Missed appointment: The carrier will usually try to reschedule. Repeated missed attempts may lead to redelivery charges or the shipment being returned to us.
• Refused delivery: If you refuse a shipment, tell us first so we can instruct the carrier. Refusing without contacting us can delay your refund.
• Redelivery: If a delivery fails because of an incorrect address, an inaccessible location or no one being available, redelivery may take extra days. Carrier fees for repeated attempts may be passed on to you, and we will tell you before that happens.
• Returned to us: If a shipment comes back to us, we will contact you to arrange redelivery or a refund, less any carrier return charges caused by the failed delivery.

Related policies

• Shipping Policy
• Refund & Returns Policy
• Assembly and installation policy
• Contact us