Serg Supply | LTL Shipping

LTL Freight Shipping:
What to Expect

Large cabinet kits and conversion systems ship by freight — not UPS. This guide walks you through exactly what happens from the moment your order ships to the moment you unpack it, and what you must do at delivery to protect your order.

Read Before Your Order Ships

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What is LTL Freight?

LTL stands for Less-Than-Truckload. Instead of a dedicated truck, your shipment shares space on a larger freight truck with other customers' pallets — similar to how a shared shuttle works versus a private car. Because our cabinet kits are large, heavy, and valuable, they travel on pallets with protective packaging. LTL freight is handled differently than UPS or FedEx, and understanding the process is important to ensure your delivery goes smoothly.

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Scheduled Delivery

Unlike parcel carriers, LTL freight requires a delivery appointment. The carrier will call or email you to schedule a delivery window. You must be present to accept and sign for your shipment.

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Timeline Varies

LTL delivery timelines are estimates, not guarantees. Transit times may be affected by carrier routing, weather, or terminal scheduling. We'll provide a PRO tracking number when your order ships.

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Inspection at Delivery is Required

This is the most critical part of LTL delivery. Federal freight regulations require that you inspect and document any damage before signing. Skipping this step can prevent damage claims entirely.

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Document Everything

Photos are your evidence. Take clear photos of all sides of the packaging, the pallet, and any damage — before the driver leaves and again after unpacking.

From Our Shop to Your Door

How Your Shipment Travels

Understanding the freight process helps you know when to expect contact from the carrier and what to do at each stage.

Your order ships from our facility

We carefully pack and palletize your order and hand it off to the freight carrier. You'll receive an email with your PRO number (freight tracking number) and carrier information.

Freight moves through the carrier network

Your pallet travels through one or more freight terminals on its way to your area. Transit time varies by destination — typically 3–7 business days for most of the contiguous U.S. from our Northern California facility.

Carrier contacts you to schedule delivery

Once your shipment reaches the local terminal near you, the freight carrier will call or email to schedule a delivery appointment. Respond promptly — delayed scheduling can result in storage fees charged by the carrier.

Delivery day — inspection is critical

The driver delivers your pallet via liftgate or dock. Before signing anything, you must inspect the shipment. See the Delivery Day Checklist below.

Unpack within 24 hours and report any issues

After delivery, unpack promptly and document any concealed damage. Report any issues to us within no more than 3 days of delivery with photos and your signed delivery receipt.

Delivery Day

Your Delivery Day Checklist

This is the most important part of this guide. Federal freight regulations govern damage claims — and your actions at delivery determine your eligibility. Follow every step before you sign.

Be present for the delivery

You or a responsible adult must be present to accept, inspect, and sign for the shipment. The driver cannot leave the pallet unattended without a signature.

Inspect the entire pallet before the driver leaves

Walk around all sides of the pallet. Look for crushed corners, punctures, torn strapping, shifted load, broken wood, or any sign of impact. Our team uses ORANGE wrap on our shipments - look for wrapping that is clear or another color for evidence of re-wrapping in transit. The driver must wait while you inspect — this is your right.

Note ALL damage on the delivery receipt (BOL) before signing

If you see any damage — even minor — write a specific description on the Bill of Lading or delivery receipt before you sign. Be specific: "corner crush upper right," "puncture on side panel," etc. Do not write vague notes like "subject to inspection" — this is insufficient for freight claims.

Get a copy of the signed delivery receipt

Request a copy of the signed BOL from the driver before they leave. This is your proof of documented condition at delivery.

Never sign "clear" if there is visible damage

Signing "clear" or "received in good condition" when there is visible damage can permanently void your ability to file a freight claim. Once you sign, you're legally acknowledging the condition at delivery.

Do not refuse the delivery

Even if the packaging looks damaged, accept the delivery. Accept it, then document the issues.

Photograph all sides before and after unpacking

Take photos of the pallet, all packaging faces, strapping, and any damage before you begin unpacking. After unpacking, photograph any concealed damage (damage not visible from outside the packaging).

Keep all packaging materials

Do not discard any packaging, strapping, or pallet materials until your order has been fully inspected and you are satisfied with the condition.

Quick Reference

Do's & Don'ts at Delivery

✓ Do

✅Be present for the delivery appointment

✅Inspect all sides of the pallet before signing

✅Write specific damage descriptions on the BOL

✅Take photos before and after unpacking

✅Keep packaging materials until satisfied

✅Get a copy of your signed delivery receipt

✅Contact us immediately if issues are found

✗ Don't

❌Refuse delivery before inspecting

❌Sign without documentation if there is visible damage

❌Allow the driver to leave before inspection is complete

❌Discard packaging before full inspection

❌Wait to report damage to us

❌Assume concealed damage will be covered without photos

If Damage is Found

What to Do If Your Order Arrives Damaged

Even with careful packaging, freight damage can happen. If it does, follow these steps to protect your claim.

If you discover damage - visible at delivery or concealed after unpacking — do not install, assemble, or modify the damaged item.

Step 1: Document at delivery

Note the damage on the delivery receipt before signing. Take photos. Request a copy of the signed BOL.

Step 2: Photograph everything after unpacking

Document all packaging and product damage with clear, well-lit photos. Photograph the item, packaging, pallet, and any related components.

Step 3: Contact Serg Supply immediately

Email contact@sergsupply.com with your order number, photos, and a copy of your delivery receipt. We will review and initiate the claims process on your behalf.

Step 4: Do not discard packaging

The freight carrier may want to inspect the packaging as part of the claims process. Keep everything until the claim is resolved.

Common Questions

Freight Shipping FAQ

Will I know exactly when my order is arriving?

The freight carrier will contact you to schedule a delivery window. You will need to confirm a date and time. Freight carriers do not leave shipments unattended — you must be present to inspect and sign.

What if the carrier doesn't call me?

Track your shipment using the PRO number we provide. If your shipment has arrived at the local terminal and you haven't heard from the carrier within 2–3 days, contact the carrier directly using the tracking number. You can also reach out to us and we'll follow up on your behalf.

Does the driver bring the pallet inside?

Standard LTL delivery is curbside - the driver will unload the pallet to your driveway, curb, or dock using a liftgate. Moving the freight inside your home or workspace is not included in standard freight service.

What if I can't be home for delivery?

Schedule the delivery for a time when you or another responsible adult can be present. You can usually reschedule with the carrier if needed. Do not have the carrier leave the shipment unattended; you must be present to inspect and sign.

What happens if I miss my delivery appointment?

If you miss a scheduled delivery, the carrier may charge a redelivery fee and/or storage fees for each day the shipment sits at their terminal. Contact the carrier immediately to reschedule and avoid additional costs.

My packaging looks fine but the product inside is damaged. What do I do?

This is concealed damage - it occurs inside packaging that looks intact externally. Contact us immediately with photos of the product damage and all packaging.