Shipping policy

Overview

This policy is in place to protect the buyer, seller, and carrier when orders are large enough to ship via LTL (Less Than Truckload) freight. Following these requirements is essential to ensure eligibility for damage coverage and timely resolution should an issue arise.

 

Pricing

Shipping is covered by Serg Supply in most cases for select Serg Supply–branded products.

Exceptions may include, but are not limited to:

  • Limited-access delivery locations

  • Residential surcharges

  • Appointment or special handling fees

Shipping is not included for deliveries to Alaska, Hawaii, Canada, or Mexico.

While we cover most base shipping costs on qualifying items, any additional carrier charges, customs duties, tariffs, or accessorial fees will be billed to the customer.

 

Insurance & Damage Coverage

Insurance coverage is paid for on each LTL shipment.

To remain eligible for damage claims:

  • The customer must be present at delivery

  • The pallet must be inspected before signing

  • All visible damage must be noted on the delivery receipt

  • The pallet must be accepted, even if damaged

Customers must photograph:

  • The pallet before unloading

  • The pallet after unloading

  • The product before unpacking

  • The product after unpacking

  • All damage, from multiple angles

Failure to properly inspect, document, and notate damage at delivery may void eligibility for insurance coverage. See here for thorough guidelines for LTL delivery receipt.

If a damage claim is successfully approved, Serg Supply will reproduce the affected components and ship replacements. Replacement items fall within current production lead times.


Payment at Delivery

No payment is required at the time of delivery for qualifying Serg Supply–manufactured products.

Any post-delivery charges incurred by the carrier (storage, redelivery, accessorial fees) will be billed to the customer.


Packaging Standards

Serg Supply is responsible for packaging products in a manner designed to withstand freight transit.

LTL packaging includes:

  • Corner protection

  • Foam padding

  • Protective plastic wrap (Orange)

  • Warning labels

  • Pallet strapping


Delivery via UPS, USPS, or FedEx

Shipments sent via standard carriers are subject to the carrier’s operating policies and limitations.

Once a shipment is in transit:

  • Address changes, delivery holds, or rerouting are typically not permitted

  • Transit times are estimates and not guaranteed

All standard-carrier shipments should be photographed before and after opening. Damage claims through standard carriers are documentation-dependent and may be denied without sufficient evidence.


LTL Delivery Timing & Scheduling

Serg Supply is not responsible for carrier delays. Freight transit times are estimates and may be affected by:

  • Weather conditions

  • Carrier routing

  • Driver shortages

  • Regional congestion

Most U.S. deliveries occur within 5–7 business days, but timing is not guaranteed.

All LTL shipments are set as appointment deliveries. Once contacted by the carrier, the customer is responsible for scheduling delivery. If an opportunity is not given to schedule an appointment, or if the delivery is made without requesting signature or allowing for inspection, please notify our team immediately at contact@sergsupply.com.

If a customer schedules delivery significantly later than the first available appointment, the carrier may assess storage or hold fees, which will be billed to the customer.


Availability at Delivery

Customers should plan to be available for delivery once production begins.

If no one is available to receive the shipment:

  • The carrier may attempt redelivery and charge additional fees

  • Serg Supply can hold completed orders at our facility for a storage fee


Rejected Pallets & Storage Fees

Do not refuse delivery due to damage.

Rejected pallets typically incur daily storage and handling fees charged by the carrier. These fees will be billed to the customer.

If a pallet arrives damaged:

  • Notate the damage clearly on the delivery receipt

  • Photograph thoroughly

  • Accept the shipment

Accepting a damaged pallet does not waive your right to file a damage claim.