We strive to ship the products on the very next week day after your order has been confirmed. In situations where your order will be delivered via freight delivery, you will then be contacted by the freight company via telephone prior to delivery to schedule a delivery appointment.
If the freight company leaves you a message, please call them back to schedule your appointment in a timely manner. ACON cannot be held responsible for any storage charges incurred as a result of a customer failing to schedule a delivery appointment with the carrier promptly.
With freight services, someone over the age of 18 will need to be present during delivery to sign for the items / the customer must be present or authorize another person to receive the delivery. All shipments coming via freight are brought curbside only. The driver will usually help you lift the item off the truck to the curb and they may also help move it depending on how tight their schedule is.
Please note the following important details about freight delivery:
- You will be responsible for moving the items into your home or backyard once it has been removed from the truck at the curb. Freight delivery personnel are not required to move the item beyond the curb into your home or backyard (however some may do so if you ask politely).
- Additional costs may be incurred if you live on a small street that is not accessible via a freight truck. In such cases, the freight company will need to transfer your purchase onto a smaller truck for delivery. If you know that large moving trucks cannot access your street (a problem in some cities and rural areas), you must let us know before placing your order so that we can notify the freight service.
For any questions regarding freight delivery, please contact our customer service by email at firstname.lastname@example.org.
The driver will present a consignment note to the customer for signing once the packages are delivered to the curb. Packages should be checked for possible shipping damage before signing. It is normal for the packaging to show some signs of wear, but if the packaging is clearly broken, it should be checked whether the product itself is damaged. If the product is damaged, this must be noted in the consignment note. Please accept the damaged shipment and contact our customer service by email at email@example.com. Please include pictures of the damaged package and product, as well as your order number. Contact must be made within three (3) days of the discovery of the damage, after that the responsibility for the error passes to the customer. ACON will replace any damaged or missing parts.