Help Desk

Oversized Items

Some heavy or oddly shaped items must be shipped alone via a freight trucking company. Usually, Oversized Items arrive in 7-14 full business days after leaving the warehouse. Most Oversized Items leave the warehouse within seven full business days. (An estimate of when a product leaves the warehouse is indicated on the Product Detail page.) Business days are Monday-Friday, excluding federal holidays within the United States. Because this is a larger and heavier item, it can only be sent via ground freight; therefore, we cannot offer expedited shipping. The freight trucking company is not responsible for unloading the item from the truck or carrying the item into the building. Your item is likely to be heavy and large; therefore, we recommend that you have someone with you to help you unload the item and carry it inside.

White Glove Delivery

White Glove delivery is available for some Oversized Items. If this option is available it will be noted on the Product Detail page and during checkout. White Glove delivery charges vary according to individual products and exact charges will be noted during your checkout process.

White Glove delivery is a premium delivery service. Items shipped via White Glove delivery will be delivered to your designated shipping address, brought inside, and carried to the room of your choice within two floors of the main level (unless a service elevator is present). Please note that set-up or assembly is not included in White Glove delivery service. We suggest you save the item's original box for a short time in case a return is required.

An Oversized Item that is sent via a freight trucking company will usually arrive to your designated shipping address within 7-14 full business days after leaving the warehouse. Most Oversized Items leave the warehouse within seven full business days. (An estimate of when a product leaves the warehouse is indicated on the Product Detail page.) Business days are Monday-Friday, excluding federal holidays within the United States.

• The delivery company will contact you by phone to schedule a delivery date and time window.
• Typically, there will be a minimum of a four-hour timeframe for the delivery and an adult must be available to accept, inspect, and sign-for the delivery.
• The item will be delivered to your designated shipping address. The freight delivery company is not responsible for unloading the item from the truck or carrying the item into the building.
• Your package is likely to be heavy and large; therefore, we recommend that you have someone with you to help unload the item from the truck and carry it inside.
• The total charge does not include inside delivery, removal of cartons, or assembly.
• White Glove delivery is available for some Oversized Items. Items shipped via White Glove will be delivered to your home, brought inside, and carried to the room of your choice within two floors of the main level (unless a service elevator is present).

When your order is delivered you should immediately inspect the carton for any potential damage that may have occurred during shipment. Carefully inspect the packaging as well as the contents of the package. It is normal for the carton to show some wear; however, if damage did occur follow these steps:

• Accept the package, but make a note of the damage on the shipping receipt, sign and date it. The delivery person should also sign the slip and leave a copy for your records. Contact a Customer Service Specialist immediately by calling 1-866-290-6431. Please have your order number available when you call.
• If there is extensive damage to the carton, contact a Customer Service Specialist immediately by calling 1-866-290-6431. Please have your order number available when you call.