Shipping policy

The short version (share this with whoever receives your delivery)

  1. Inspect before you sign. Open and check every piece while the driver is still there.
  2. Write any damage or missing pieces on the delivery receipt (Bill of Lading) before signing. A clean signature tells the carrier everything arrived in good condition.
  3. Call us the same day at 866-474-2537 or email solutions@conceptserv.com with photos. We'll help you work the claim with the carrier.
  4. Don't refuse a delivery because it arrived early or unannounced. Accept it, inspect it, and let us know.

How shipping works

Most equipment and furniture ships directly from the manufacturer, so items in one order may ship from different locations and arrive on different days. Each order can ship to a different location, which makes it simple to supply every store, site or warehouse from one account.

We place your order with each manufacturer after payment is received and processed. Lead times vary by manufacturer and product. We'll confirm the expected ship date after you order and send tracking or carrier details once each item ships.

Checkout rates cover the contiguous United States. For Alaska, Hawaii, Canada or other locations, contact us for a quote before ordering.

Freight costs

Shipping is calculated in your cart using each product's weight, dimensions and ship-from location. Large equipment ships by freight truck (LTL). Parcel-size items ship by ground carrier.

Freight quotes assume delivery to a commercial address with a loading dock or a liftgate where shown at checkout. The following can add charges from the carrier and are billed to the customer when they apply:

  • Liftgate service, if it wasn't selected at checkout and is needed at delivery
  • Limited-access locations (for example: malls, airports, schools, military bases, construction sites, storage units)
  • Residential delivery
  • Delivery appointments, call-ahead or after-hours delivery
  • Inside delivery or placement beyond the curb or dock
  • Redelivery or storage when a shipment can't be delivered

If you're unsure whether a location needs any of these, call us before ordering and we'll quote it correctly up front.

Before delivery: prepare the site

  • We'll pass along expected or scheduled delivery dates as carriers provide them. We request 24 hours' notice from carriers, but we can't guarantee it, because each carrier sets its own schedule.
  • Make sure someone is on site to receive the delivery, and that the truck can access the delivery door.
  • Freight is delivered to the curb or dock. Unless inside delivery or installation is arranged, the customer is responsible for moving equipment inside.
  • Want us to handle delivery, uncrating, setting in place and start-up? Book a call and we'll quote installation.

At delivery: inspect, note, then sign

  1. Count the pieces against the delivery receipt. Note any shortage or overage on the receipt before signing.
  2. Inspect for visible damage, including dents, creases, punctures, rips, tears, cracks, buckles or abrasions on the equipment or its packaging.
  3. Write specific notes on the delivery receipt describing any damage (for example, "crate crushed, left door dented"). Notes like "subject to inspection" are generally not enough for the carrier to accept a claim.
  4. Take photos of the damage, the packaging and the delivery receipt.
  5. Contact us the same day for any damage, shortage, overage or refused shipment.

A clean, signed delivery receipt confirms the shipment arrived complete and without visible damage.

Concealed damage

Concealed damage is damage found after unpacking when the packaging showed no visible damage at delivery. Please unpack and inspect everything as soon as it arrives, and report concealed damage to us within 48 hours of delivery with photos. Keep all packaging until the claim is resolved, since carriers may need to inspect it.

If something arrives damaged or missing

We'll help you through the claim process with the carrier and the manufacturer. To give the claim the best chance of being paid, the steps above need to be followed: damage noted on the delivery receipt, photos taken, and Concept Services notified within the timeframes listed.

Please note:

  • Carrier payments on freight claims are limited by each carrier's liability terms, which are often based on weight and freight class and may be less than the value of the equipment. Additional shipment insurance is available on request before your order ships.
  • If damage or shortages aren't noted at delivery, or aren't reported within the timeframes above, the carrier may deny the claim. In that case, repair or replacement costs become the customer's responsibility.
  • When a shipment is signed for as complete, the customer is responsible for replacing items later reported missing.

Refused and delayed deliveries

  • If you refuse a shipment for any reason (damage, an incomplete order, or a site that isn't ready), contact us immediately.
  • The customer is responsible for carrier charges caused by the receiving location, such as redelivery or storage fees. Examples include no one being on site, refusing a delivery, or the site not being ready to receive it.
  • Please don't refuse a shipment because it arrived early or without notice. Concept Services isn't responsible for redelivery fees in that situation.

Payment

  • Orders are released to ship once payment in full has been received and processed.
  • Extra services requested directly from a carrier by the customer or receiving location are the customer's responsibility.

Questions

A real person is here to help: 866-474-2537 · solutions@conceptserv.com · Book a call