Shipping and Returns

Freight Trucks and Lift Gate Service

All residential orders are shipped via common carrier freight trucks on secure wood pallets, including lift gate service. Exceptions are the following single item purchases, which may ship via UPS or FedEx:

1. Escape Windows – 2846, 3141, and 3636 sizes
2. Escape Ladders – up to 6’ high
3. Clear covers – up to 56” wide

Lift gate service includes curbside delivery to your residence, lowering the secure, palletized order to the ground, and moving the order off the liftgate.

Please notify us for non-residential, commercial business addresses that do not require lift gate service. The location must have a dock or forklift to unload the order. 

Tracking Freight Order

After your order has shipped, you will be emailed the tracking number provided by the common carrier or package delivery company showing the estimated delivery date. You will also receive a call within 24 hours from the common carrier freight truck only, not UPS or FedEx. 

Inspecting Freight Orders

When your order arrives, please inspect before accepting delivery using the following guidelines:

1. Check delivery receipt to confirm this is your order – correct name and information.
2. Check delivery receipt to confirm that the piece count matches your order.
3. Check all sides of the shipment, including the packaging and each product, for any physical damage.
4. If order passes inspection, sign the delivery ticket. If not, please proceed to the section below Damaged Freight Orders.

Damaged Freight Orders

If you notice any damaged products, take pictures of them and make notes on the delivery ticket. Have the driver initial next to your notes, and please take the following steps afterwards:

1. DO NOT refuse the order unless you received in error. Refusing the order or turning the driver away could incur additional shipping charges to you and make it difficult for compensation claims.
2. Sign for the delivery and accept the order.
3. Email and/or text the pictures of the damaged product and initialed delivery ticket to our office within 24 hours from time of order arrival. 
4. We will ship out the new replacement product to you at no cost.

Returns

If you do not want the products ordered, or ordered the wrong products, you will be responsible for all return shipping charges and a 15% restocking fee. All orders without any damage may be returned within 14 days of purchase.

Please contact our office for a Return Goods Authorization number.