Make sure if you are accepting a heavy shipment that you have plenty of help and the necessary equipment onsite to accommodate delivery.  Freight service requires that items will be unloaded by receiving party unless a "lift gate" service is requested.  It is not the responsibility of the freight driver to unload or place your item in any specific location.  Standard freight delivery allows only for the driver to move the cargo if possible to the back of the truck by the driver.  It may be necessary for those receiving cargo to have a forklift or other appropriate machinery to unload the truck when driver arrives. If you require assistance for unloading the item you will need to specify "lift gate service" upon delivery.  If a lift gate service is requested the driver will remove cargo and place off to side of curb area only.  If you do not request this lift gate option you will not receive this mechanical assistance to lower/move the item from the back of the truck to ground level. It is the responsibility of the receiving party to uncrate or move the crate to a desired location the shipping company is not required to help, although many drivers are quite helpful.  For business locations that have a loading dock....cargo can also be unloaded at this area.  

We strive to make your shipping experience with as accommodating as possible. It is important to us that our clients are treated with the utmost courtesy and respect.  Where other companies concerns ends with the purchase, we believe and that our reputation extends throughout the shipping and delivery process.  Please let us know if your shipping experience is less than satisfactory.

• Onsite Delivery - We can deliver the item via freight service directly to your residential or business address.

• Deliver to a trade professional - your contractor, installer, automation contractor or a local moving storage company. You can then arrange with them for delivery to site when it is convenient for you.

• Delivery to another designated party - a trusted friend or neighbor that is able handle or coordinate the large freight delivery.

White Glove Delivery - is available nationwide but is an additional charge.  This is available for our interior doors and gates only.  The shippers will bring item to a designated location, garage or inside home.  You will need to uncrate the item yourself or have your contractor do this prior to delivery.  If the items packaging is damaged in anyway note this on the paperwork before the driver leaves as visible or possible internal damage to product, which ever applies.  Let us know if you would like to have this service quoted.

Delivery & Lead Times

Delivery time depends upon the product that you order.

Our lead times can range from immediate shipment to up to 12 weeks.  Lead time depends on the product ordered.  Custom products have a longer lead time than standard items.  Your sales representative will be able to give you a more accurate lead time.

If you are in a hurry do not order custom work.  We attribute the necessary time and detail that is expected of custom work and we do not rush this quality.  We will however give you a superbly crafted item within a reasonable lead time.  Please inquire with your sales representative for accurate product lead times.

Delivery Problems Solutions for Special Delivery Needs

1. What if I need a delivery in the evening or weekend or if there is no one home to accept delivery?

Evening/After Hours Delivery: To date we are not aware of any shipping companies that offer residential delivery after hours (generally beyond 5pm). In some extreme cases we may be able to schedule a shipment after 5:00 but arrival cannot be guaranteed.  General delivery is between 1-5pm.

Weekend & Holiday Delivery: Our standard freight shipping carriers do not do weekend deliveries.  They offer standard M-F 9-5.  We can offer delivery via Federal Express Custom Critical service on weekends and holidays to qualified businesses addresses. 

A qualified commercial business address has loading facilities for large trucks (53 feet - 18 wheels) and is open during normal business hours. And there are people to help the truck driver unload. A qualified commercial address may include moving & storage companies, contracting companies and almost any business that has a loading facility and regularly accepts shipments from large trucks.

Solution: If you are not available to accept delivery during the week during standard hours you can:

• have a friend, relative, neighbor, house worker, or an alternate trusted individual accept the delivery at their address during the week. 

• have a designated individual at the products destination address.

• Use our standard freight shipping and have it delivered to any business that accepts shipments on weekends or weekdays (conveniently a contractor or moving/storage company) and pick up the piece at your convenience or enlist their services to help you with the installation or set up of the product. 

If you are unsure of any of these we would be happy to work with you to find a solution to your unique shipping need and make your shipping experience a pleasurable one.

2. What if I need assistance to accepting delivery and/or placement of item?

Solution: If you need assistance in accepting or uncrating items you can:

• enlist the help of a local area contractor or handyman service

• use our white glove service and have it delivered to a designated area or into your home.  This is an additional charge (see white glove delivery section above)

Why use Moving & Storage Company services?

The moving & storage company will bring the item to your designated area.  They will also often uncrate and remove the crating material.

In addition, you can make arrangements with a moving & storage company to accept the heavy item for you and you can pick it up yourself later. The moving & storage company will charge you a receiving fee for receiving your item if you are not going to be using their services. The closer to your home the moving & storage company is, the better. However, allot of our products are heavy.  Please be sure that the weight of your shipment is not heavy before planning on this. We recommend that you let a professional move the items for you .

Damage Claims Important Information

Inspect your item for damage before you (or your designated receiving individual) sign the trucking company delivery acceptance form called the Bill Of Lading. If your item is damaged beyond repair refuse delivery. If the damage is not too bad make note of the damage on the Bill Of Loading.  Then contact us immediately to discuss our options. A place for you to record damage will be provided to you on a receipt given to you by the truck driver when your product is delivered. If no or little container/packaging damage is visible note on this on the paperwork and that possible internal concealed damage may be present. You MUST list any damage on the trucking company delivery form.

NO DAMAGE CLAIMS WILL BE ALLOWED IF ITEMS ARE SIGNED FOR CLEAR!

Take photographs of any damage including the packing and the product. Please forward photographs to us. Retain all packaging and item so that if necessary a claims representative can inspect the item at a scheduled time.  Notify us immediately if you notice any damage. The trucking company is responsible to reimburse you for any damage that occurs in shipping.

Your must receive authorization from Cross Custom Works prior to returning any item due to damage in shipping. Cross Custom Works is NOT LIABLE for any damage that occurs during shipping but we will ensure items are packaged properly for transport.  We will also assist you in replacement and claims with the shipping company.