Quick answer
Large items like showers and shower bases ship by freight, usually in a large crate. The freight carrier typically contacts you to arrange delivery to the end of your driveway. The driver doesn't unload it for you, so plan for the crated weight and add a liftgate if you don't have a dock or forklift. When it arrives, inspect the crate before you sign and note any damage on the delivery receipt.
The few minutes while the driver is still there are the most important part of a freight delivery. What you write on the delivery receipt is the record of how the shipment arrived.
There are two valid reasons to refuse a freight delivery: the shipment is damaged, or it is the wrong product. If either is true, you can refuse it on the spot. You don't need to reach us first, so don't wait on us if your delivery arrives outside our business hours.
If you refuse a delivery:
A change of plans is not a valid reason to refuse a delivery. If a shipment is refused for any reason other than damage or the wrong product, such as deciding not to go ahead with the project, the order is still charged in full.
Minor marks on the outside of a crate are common and usually don't mean the product is damaged. Note them on the receipt, then open the crate and check the product as soon as you can.
Showers and bases travel in a crate, often on a pallet, so the shipment weighs more than the product alone. Plan your unloading for the shipping weight, not the product weight. If you aren't sure what your shipment will weigh, ask us before it ships and we'll check.
Residential freight is delivered to the end of your driveway. The driver's responsibility ends at the back of the truck: the driver does not carry the crate into your home or garage. A liftgate is a powered platform on the back of the truck that lowers the crate to the ground. Without one, you'll need a loading dock, a forklift or enough people to unload it safely.
Liftgate service is available for an added fee. Choose it on the product page when you order, or open a support ticket before your order ships and we'll add it. If your home has access limits such as a long driveway, narrow street or steps, tell us when you order and we'll check what options are available for your delivery.
Open a support ticket with your order number and the new address as soon as possible, ideally before your order ships. Once a shipment is booked with the carrier, changing the address is called a reconsignment, and the carrier may charge a fee for it. We'll let you know before any charge is made.
If the carrier missed your delivery window, or you haven't heard from them, contact us with your order number. Call 877-392-2531 or open a support ticket, and we'll follow up with the carrier for you.
Good to know
Noting damage on the delivery receipt makes a damage claim much easier. If you find damage, see what to do if your item arrives damaged.
Yes. Freight tracking can lag behind the "shipped" status. If it still isn't showing, contact us with your order number, or see how to check your order status and tracking.
The freight carrier usually contacts you to arrange delivery. Make sure we have a phone number where you can be reached.
If you don't have a loading dock, a forklift or enough helpers, yes. The driver's responsibility ends at the back of the truck, and a crated shower weighs more than the product alone. Add the liftgate when you order, or by support ticket before your order ships.
Often, yes, but the carrier may charge a reconsignment fee once the shipment is booked. Open a support ticket right away with your order number and the new address, and we'll let you know before any charge is made.
Contact us with your order number and we'll track it down with the carrier.
Need a hand?
Call us at 877-392-2531, Monday–Friday, 9–5 Eastern. You can also open a support ticket or chat with Abby on ezable.com.