Shipping and White Glove

Freight damage is the most common complaint in this category, and almost all of it is avoidable at the curb. Read this before your delivery date.

How it ships

Nearly everything on this site moves by LTL freight, which means a full size tractor trailer, a pallet and a carrier who is not a parcel service. Lead time is stated on each product page and confirmed in writing when you order. The carrier calls you to schedule a delivery window. You must be there.

Delivery options

Curbside. The driver brings the pallet to the end of your driveway and leaves it there. Included on most items. You are responsible for moving it.

Liftgate. The truck has a hydraulic platform that lowers the pallet to ground level. If you do not have a forklift or a loading dock, you need this. Add it at checkout or call us.

White glove. Two people bring the item inside or to the placement point, unpack it and remove the packaging. Available on most items. Ask before you order so it is on the bill of lading.

White glove is not installation. Assembly, electrical, plumbing and anchoring are separate and usually local. We will tell you what a given product needs.

Inspect before you sign

This is the part that matters. The moment you sign the delivery receipt clean, the shipment is legally accepted and a damage claim gets much harder. Do this instead:

1. Do not let the driver leave. Inspection is your right and it is on their clock.
2. Walk the pallet. Look for crushed corners, punctures, water staining, torn shrink wrap, a shifted or leaning load, and any broken banding.
3. Photograph everything before you open anything. Shipping label, all four sides of the pallet, and any damage. Timestamped phone photos are fine.
4. Open the packaging and check the item itself if you can do it safely. Concealed damage is real and it is common.
5. Count the pieces against the packing list. Multi crate orders go out short more often than you would think.
6. If anything at all is wrong, write it on the delivery receipt before you sign. Be specific. "Crate corner crushed, gouge in cabinet side panel" is a claim. "Possible damage" is not.
7. Keep your copy of the signed receipt.

If the damage is severe, you can refuse the shipment outright. Note the reason on the receipt and call us the same day.

Reporting damage

Call (404) 445-8655 or email hello@temengrove.com with your order number and your photos. Concealed damage must be reported within 10 days of delivery under our supplier terms, so do not sit on it. We handle the carrier claim from there.

Site access

Before you order, look at the route the truck has to take. Low branches, tight turns, soft ground, weight limits on a private bridge, gated communities that do not allow trailers. If a 53 foot trailer cannot reach you, tell us in advance and we will arrange a smaller truck or a terminal pickup. A failed delivery attempt gets re-delivery charges passed to you.

International

We ship worldwide. Ocean freight is arranged through the manufacturer's logistics partner and quoted at the time of order. Duties, taxes and local government fees are the buyer's responsibility and are not included in the posted price.