Receiving a Solid Surface Freight Shipment

Receiving a solid surface freight shipment might seem daunting to someone who has never received one before.  The goal of this article is to put your mind at ease, walk you through the process, and set clear expectations for a successful delivery.  At first glance, it can seem full of unknowns as different freight companies have different sets of rules.  On top of that,  the delivery drivers, even within the same company, have different practices and execute their company’s rules differently.

So what’s a customer to do?  To ensure we have presented the information correctly, we have enlisted the help of one of our trusted shipping partners, C.H. Robinson.  

We cover how the solid surface products are packaged, the delivery destination options, and when and how to report damage, should it occur.

Additional resources:  Receiving Freight Details; Delivery Location Information; Shipping Costs

Packaging and Inspecting Freight Shipments

Currently two product types are shipped that are delivered on pallets via freight trucks.  Solid surface sheet material and custom Corian® vanity tops.  It’s important to make sure you have the proper tools to inspect whether any damage has occurred in transit, which is described in greater detail below with each of the different product types and packaging.

Solid Surface Sheets

Full sheets of solid surface come on pallets that are a bit longer and wider than the sheets themselves.  Pallets weigh 100 to 200 pounds and the material weighs about 4.5 pounds per square foot.  So a 30” x 144” x ½” thick sheet will weigh about 140 pounds.  The pallet and sheet(s) will weigh a minimum of 240 lbs.

The solid surface sheets may be strapped with metal or plastic bands on top of a pallet with cardboard placed on top of the top sheet.  Inspect this style packaging by looking for cracks at the edges of the sheets on both ends and sides of the sheets (when solid surface breaks, it generally cracks all the way to an edge).  Also look at the cardboard on top to see if there is any sign of impact.  If there is, then tear the cardboard away and inspect the sheet of material for damage such as gouges and scratches.

The other packaging style for sheet material is a pallet where the strapping bands are replaced with a 2” x 4” lumber upper structure that encloses the product as though it were in a wooden cage.  There is no cardboard covering the top sheet so it is open for visual inspection.  If there is more than one sheet then check the edges of the lower sheets for any hidden cracks.

Corian® Vanity Tops

Corian® vanity tops are shipped enclosed in wooden boxes on pallets.  The longer the vanity  top, the longer the box and pallet.  The box lids are fixed in place by screws (usually Phillips head) that can be opened quickly with an electric screwdriver or power drill.  Open the box and carefully check the vanity top for hairline cracks or more obvious damage.

Receiving Options and Fees

Now that you hopefully have a feel for what the packaging will be like, it’s helpful to understand what  delivery options you have for where to receive the package.

Additional Resources:  What is LTL Freight; Keeping LTL Rates in Check

Freight Terminal Pick-up

Shipments are delivered to a freight terminal as close to you as we can get.  Customer Support can help you determine where that terminal is located.  Some things to be aware of:

• Freight terminal delivery is free, unless in a designated metropolitan area.
• Avoid freight terminal storage fees by picking up the shipment within a couple days (contact the terminal for more information)
• Inspect for damage prior to signing the paperwork.  Damage found after it has been delivered can negate the ability to file a claim with the carrier.

Business Delivery With Dock and/or Forklift Capabilities

Shipments are delivered to a business or other commercially-zoned location where you have made arrangements to accept it.  Some things to be aware of:

• Inspect for damage prior to signing the paperwork.  Damage found after it has been delivered can negate the ability to file a claim with the carrier.
• There are no additional fees unless the designated business is in an area zoned residential or in another location (like congested metro areas) where freight truck access is limited.

Limited Access Situations

Limited access situations are where a large freight truck cannot usually go.  In such situations, the freight has to be delivered on a smaller freight truck.  Therefore deliveries to the following locations will incur the additional cost:  Construction Job Sites, Schools, Airports, Churches, Parks, Rental Storage Units, Prisons, Camps, Military Bases, Marinas, Hospitals, and Farms.  Some things to be aware of:

• Inspect for damage prior to signing the paperwork.  Damage found after it has been delivered can negate the ability to file a claim with the carrier.
• Since the truck driver will not off-load the items, it is the responsibility of the buyer to have the equipment and/or people available to off-load the items within 20 minutes.
• Lift gate use to unload the items from the freight truck is not included in shipping and delivery.  If you request or use a lift gate, an additional fee will be incurred.  Also, lift gates cannot be used for a solid surface pallet that is 144″ long.
• There are additional fees for limited access delivery.

Residential Delivery

When your shipment is delivered to a residence, here are some things to be aware of:

• The freight company will contact you to set up a delivery time.
• Arrange for the necessary manpower and resources to be present to assist you in getting your purchase off the freight truck.  If the freight truck driver assists you, additional fees will be incurred.
• Have tools available to open the pallet so you can remove the sheets one at a time.  Tin snips are good for cutting metal bands and/or a crow bar for opening the pallet top.
• Inspect for damage prior to signing the paperwork.  Damage found after it has been delivered can negate the ability to file a claim with the carrier.
• There are additional fees for residential delivery.
• Lift gate use to unload the items from the freight truck is not included in shipping and delivery.  If you request or use a lift gate, an additional fee will be incurred.  Also, lift gates cannot be used for a solid surface pallet that is 144″ long.

The additional delivery fees for businesses in a residential area, a construction site, and a residential area (and any of these in a congested metro area) are a result of the freight company having to switch the material to a truck that is smaller and designed to navigate the streets in these locations.

Additional Resources:  Make your freight more efficient

Reporting a Damaged Shipment

Should you find any damage to your shipment, please consider the options below or contact Customer Service for further instruction.

Refusing the Solid Surface Freight Shipment

If your purchase is damaged and unusable, you can refuse the shipment.  The driver will notate your observations on the shipping documents and will ask you to sign it as confirmation.  Contact Customer Service  immediately so we can replace the damaged goods as soon as possible.

Accept the Shipment But Notate the Damage

Should your purchase be damaged but you have determined it is still partially usable, you can have the freight driver notate the damage on the shipping documents.  You will still need to contact Customer Service to let us know what the damage is and that you accepted it.

Accept Upon Further Inspection

Unfortunately, there may be times when the freight truck driver or the freight terminal attendant won’t give you much time to inspect your purchase.  If that occurs, you can write on the shipping documents “Subject to inspection.”  Communicate your actions to Customer Service immediately and plan on inspecting it within 5 days or the claim may be negated.

Summary

Here are five keys to successfully receiving a freight shipment:

• Understand how your freight shipment will be packaged, including dimensions and weight, before choosing the appropriate delivery option.
• Understand what a freight truck driver will and won’t do for you, based on the delivery location.
• Choose the correct delivery option based on what resources you have available to unload and inspect.
• Inspect your shipment for accuracy and/or damage upon delivery, or as soon as you possibly can.
• Report any damage to a shipment to customer service as soon as you inspect it.

Finally, policies in the freight industry do change over time, and while keeping information on the website is a priority  the most current information regarding freight shipments can be found by contacting Customer Service.

About C.H. Robinson

C.H. Robinson is one of the world’s largest third-party logistics providers (3PL), providing a broad portfolio of logistics services, fresh produce sourcing and Managed Services for more than 113,000 customers and 71,000 contract carriers through our integrated network of 280 offices and more than 14,000 employees.  For more information, visit our website or view our company video.