It is the customer's responsibility to be available at time of delivery to check all quantities of packages and inspect for damaged or missing packages. Failure to be available could result in storage fees from the trucking company. We inform the shipper on residential deliveries and they will call you from the local terminal to arrange for delivery. We can not guarantee any particular day or time of delivery. It is up to each trucking company. Shortages and damages must be reported immediately on the bill of lading, in writing, when you are asked to sign for the delivery. We ship proper quantities in good condition. The carrier is responsible for the delivery. You or your representative must be present at time of delivery. Make sure that anyone assisting you is familiar with this policy. When they sign for you, they assume the responsibility that these procedures have been followed.
The customer or representative of the customer must be present to help unload the truck. Large shipments may be delivered on pallets. These pallets can be 'broken down' for hand unloading for those who do not have fork lift capabilities. Residential deliveries would require hand unloading and the customer is responsible for that. The delivery driver may assist, but is only required to get the load to his tail gate for unloading by you. This applies to common carrier deliveries, not UPS or other special service small package delivery companies. Lift gate services are available in some locations. There is an extra charge for that of about $100.00 and must be requested at time of order. With lift gate services, pallets will be lowered to the ground by the driver, so you do not have to unload it in pieces. Delivery is to your driveway or closest place the driver can get his truck. He will not move packages to your garage or back yard.
We deliver by UPS, Fed. Ex., U.S. Mail or Airborne Express, at our discretion, unless you request otherwise. Packages that are too large for these carriers must be shipped by other carriers.
Expected arrival time for packages that are sold as expedited small package delivery via UPS or other carriers are one day plus the special delivery time, i.e. 2nd day delivery will take a minimum of 1 day plus 2 days. We need one full day to process and package all orders.
Most fence systems, like chain link, aluminum and vinyl fences, require 3-5 weeks for delivery depending on the time of the year. Orders taken after 2:00 pm eastern time are considered to have been ordered the following business day. Weekends are excluded from all delivery calculations. Example: An order expected to ship in 5 days taken at 4:00 pm on Friday will not likely ship until two Mondays from that day. All gates are special order. They can require 2-6 weeks for fabrication.
Damage discovered after delivery must be reported directly to the delivery carrier immediately. The delivery carrier will want to inspect packages, goods and all shipping containers before a claim can be made. After inspection a claim must be filed, which includes the following documents:
Original bill of lading * Copy of paid freight bill * Original invoice * Repair or replacement invoice * Inspection report * Packing list
Make all claims promptly. Most carriers will not consider claims after 9 months from the date of delivery. Do not deduct losses from your Hoover Fence/Hoover Enterprises invoice, while awaiting adjustment of the claim, as we can not be responsible for safe delivery. Shortages and damages must be reported to us within 15 days of delivery. After 15 days, we assume all goods have been delivered in full and in good condition. Replacement of missing or damaged items will be charged at time of order to your account and any claim or damages will be paid directly to you by the shipping company.
Do not return goods to Hoover Fence Co./Hoover Enterprises without first securing written permission from us and a return number. We will not accept returns without a return number. Do not instruct the carrier to return shipments when they arrive or you will be subject to a 15% restocking fee plus actual freight charges, even if those charges were included in the original purchase agreement. Authorized returns that are due to no error on our part will not be credited back the actual freight charge to you. Hoover Fence does not pay the return freight on any return that is not due to an error on our part. Some items are not returnable. See our Return Policy for full details.
Hoover Fence Co./Hoover Enterprises will assist you in anyway possible to collect loss or damage claims from the carrier. We are not responsible for filing claims, cost of replacement materials or the freight charges for shipping of replacement parts or materials.