Freight shipments come with with curbside shipping. This means the freight company is not responsible for carrying the product into the building, unloading the package from the truck, or assembling your purchase. For heavier items, we strongly recommend you have the appropriate assistance available at the time of delivery. The freight company will notify you by phone to schedule a delivery date and time window. Typically, there will be a four-hour time frame for the delivery and someone must be home for the item to be delivered. Shipping time may vary depending on product and line. In stock Plank & Hide Co. & Nixon Billiards tables will ship within 3-7 business days.
PREPARING TO RECEIVE YOUR SHIPMENT
It is the customers responsibility to be prepared to accept all shipments once the delivery appointment is scheduled. This includes but is not limited to:
- Have the appropriate people to help unload your freight if you have ordered curbside or back of truck shipping. This will insure that you do not require a re-delivery.
- Being sure that a freight truck can reach your location.
If shipping company is unable to contact the customer to schedule a delivery appointment (we will make every attempt to contact you via phone and email) - storage fees will be applied for 3 days, after 3 days of being unable to reach the customer for delivery, we will instruct the shipping company to ship back the products to the manufacturer in order to avoid further storage fees. Customer is responsible for shipping fee both ways, restocking fee, and storage fee. Some products do require assembly and the assembly is customer's responsibility unless the customer orders white glove delivery service.
Most deliveries include more than one box which will arrive on a pallet. When the delivery arrives, be sure to cross check the amount of boxes on the pallet with the amount of boxes listed on the delivery receipt. If the number of boxes present does not align with the number of boxes listed on the delivery receipt, please be sure to notify your driver and to note the discrepancy on your delivery receipt.
Sawyer Twain wants to ensure that you get your product in the same condition you intended to receive. In order to do this it is important to follow the instructions and report damage to the driver and Game Tables Online properly. These policies are in place so that the shipping company can be held responsible in the rare case that an item is damaged in shipping and to ensure that you receive a repair or replacement at no additional cost should damage occur.
Inspect all packages before signing the delivery receipt. If damage of any sort has occurred be sure that the driver has notated "damaged" on all copies of the delivery receipt BEFORE SIGNING FOR YOUR SHIPMENT. This includes but is not limited to damage to the carton or merchandise. Failure to notate damages will result in the forfeiture of your rights to claim damages and have your order replaced or repaired at no charge.
Any shipping damage must be reported to Sawyer Twain within 1 business day(s) of receiving your shipment. Photos demonstrating the extent of the damage are required and must be received within 5 days of the damage being reported. This enables us to make sure your claim is taken care successfully and you are not liable for the cost of a repair or replacement.
Please do not refuse a shipment unless it is completely destroyed and damage has been notated on all copies of the delivery receipt. Our game tables can be fixed fastest when the items are left at the customer’s home rather than back in the carrier’s hands who caused the damage in the first place. In most cases a part can be replaced and we often allow the customer to use the damaged item until a replacement arrives.
If you have any questions regarding what to do please contact us before you sign for or refuse any package.
If you notice concealed damage while unpacking your table that was not clearly visible during delivery please contact us at email@example.com with pictures of the concealed damage within 5 business days of receiving your shipment. Please note that Sawyer Twain or our carriers are not liable for damages that occur while moving your table into your residence or business, so please make sure you have assistance on the day your table arrives to insure you and your table make it inside safely.
DO NOT SIGN FOR ANY SHIPMENT WITHOUT INSPECTING THE ITEM. IF THERE IS DAMAGE IT MUST BE NOTATED ON ALL DELIVERY PAPERWORK TO BE ELIGIBLE FOR REPLACEMENT OR REPAIR by www.sawyertwain.com.
If there is damage inside, refuse the that particular package and submit a photo to Sawyer Twain at firstname.lastname@example.org. In your email please include your name, phone number, order number, number of boxes received, description of product condition, any additional comments, and ANY photos of the damages.
SIGNING FOR SHIPMENT
If your shipment has arrived with all boxes accounted for and no damages, you can sign for your shipment. Signing the Proof of Delivery will be requested by the driver. If you do not notate that there is possible, or even specific damage at the time the POD is signed, a claim cannot be filed and any damages will be your responsibility. Due to shipping company policies this is true no matter the circumstance of the delivery, including driver's rushing, large packages, lack of help or damage that is concealed in the package. Signing the POD free and clear without notating damage means that you have confirmed that you have received your order in PERFECT condition.