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Shop Gifts for the tile installer in your life
Shop Gifts for the tile installer in your life

Freight Delivery Details

Freight Shipping from TileTools.com

Truck Deliveries & Shipping Policy

At TileTools.com, we are committed to delivering your orders safely, efficiently, and with clear communication regarding freight requirements and potential shipping charges. Please review the following guidelines before placing your order.

Standard Freight Delivery Requirements

To help ensure smooth delivery of freight orders:

  • Commercially Zoned Address: The delivery location should be a business address suitable for truck delivery and allow access for standard freight equipment.
  • Truck & Equipment Access: The site should have adequate space for a freight truck to arrive, park, and depart safely. A loading dock or forklift is strongly recommended for standard deliveries.
  • Receiver Contact: Accurate contact information (name, phone, and/or email) is required so the carrier can coordinate delivery if needed.
  • Signature Protocol: Do not sign for delivery until the entire shipment has been inspected.

Additional Delivery Services & Fees

Lift Gate Service – $175 flat rate
Lift gate service is available for locations that do not have a loading dock or forklift suitable for unloading from a freight truck.

Residential Delivery – $200 flat rate
Residential delivery applies to shipments going to a home or location classified as residential by the carrier. This service includes delivery on a lift gate truck when needed.

Limited Access Delivery
Some delivery locations are treated by freight carriers as limited access or hard-to-access points. These are sites that do not function as standard, public-facing commercial facilities and may require additional time, equipment, coordination, or routing to complete delivery.

Examples can include (but are not limited to):

  • Locations with restricted or unusual truck access
  • Remote or out-of-the-way areas
  • Island or ferry-dependent destinations
  • Areas with one-way streets, narrow approaches, or limited maneuvering space
  • Other sites that, in the carrier’s judgment, cannot be serviced in a standard manner

When a carrier applies a limited access, remote area, or similar surcharge, those fees will be passed through to the customer.

In these situations, customers may:

  • Arrange for Freight Terminal Pickup, when available, or
  • Provide an alternate delivery address that meets standard commercial delivery requirements.

Note: Deliveries within major metropolitan or congested areas may also be subject to additional fees due to local freight accessibility standards, delivery time restrictions, or loading/unloading limitations. These surcharges are determined by the freight carrier and may vary by region and service conditions.

If the destination does not meet carrier delivery requirements and no suitable alternative is provided, additional fees may apply or delivery may be delayed.

Special Handling Charge – $750 flat rate
A special handling fee may apply to select oversized or unconventional items that require additional handling or routing beyond standard LTL (Less Than Truckload) procedures.

Hand Unload Freight Option

Some items are too large for standard parcel carriers like UPS or FedEx, but light enough to be unloaded manually from a freight trailer. These products ship via LTL (Less Than Truckload) freight and are designated as hand-unload items.

Delivery Options:

  • Commercial Address:
    Free Shipping when delivered to a commercially zoned address that meets standard freight access requirements for tractor-trailers.

  • Residential Address:
    An $125 Hand Unload Fee applies for residential delivery. This service includes the driver manually unloading the item at curbside when feasible.

Look for the Hand Unload logo on applicable products to identify items that qualify for this shipping method.

Important Reminders:

  • If delivery requirements are not met or the carrier must make special arrangements, additional fees may be charged.

  • For insurance and safety reasons, drivers generally will not enter driveways, dirt roads, or narrow/low-clearance lanes where safe truck access cannot be confirmed.

  • Drivers will not hand unload shipments unless the product is specifically designated for manual unloading.
    Ensure proper equipment and access are available at the delivery site unless services have been arranged in advance.

Freight Terminal Pickup

If your order is being held at a freight terminal:

  • Bring a copy of your invoice and any related delivery information when picking up your shipment.
  • Most terminals require orders to be picked up within 3 days of arrival to avoid storage fees. Storage fees, when applied by the carrier, are the responsibility of the customer.

Shipping Confirmation

Once your order ships, you will receive a confirmation email that includes:

  • The name of the freight carrier
  • A PRO number (tracking number)

You may track your shipment by contacting the carrier directly or using the carrier’s online tools one business day after receiving your confirmation.

Delivery Inspection

Upon delivery:

  • Inspect the shipment before signing.
  • Note any damage or missing items on the delivery receipt.
  • If you’re unsure how to proceed, contact customer service immediately at 📞 262-790-2170.

Documenting issues at the time of delivery greatly improves the ability to resolve claims with the carrier.

Exclusions & Additional Charges

Standard freight deliveries do not include the following services unless they are arranged and paid for in advance:

  • Inside delivery
  • Use of flatbed or specialty trucks
  • Pallet jacks or additional handling equipment
  • Lift gate service
  • Limited access or remote area services
  • Appointment deliveries or special time windows (where required by carrier or consignee)

If an order is refused without a valid reason under this policy, the customer will be responsible for all related charges, including original shipping, restocking fees (if applicable), and return freight costs.

U.S. Deliveries – Free Shipping Policy

  • Free shipping is available only for qualifying orders shipping within the contiguous United States.
  • Orders to Alaska, Hawaii, and U.S. territories are not eligible for free shipping.

Shipping costs for these destinations will be calculated after checkout. You will receive an invoice for any additional charges, which must be paid prior to shipment. Any limited access, remote area, or special handling fees assessed by carriers for these destinations are the responsibility of the customer and will be passed through accordingly.

International Shipping Policy

  • Free shipping does not apply to orders shipping outside the United States.
  • Shipping rates are calculated at checkout (or by quote) based on weight, dimensions, service type, and destination.
  • All duties, taxes, brokerage fees, and import charges are the sole responsibility of the recipient.
  • Delivery timelines may vary due to customs procedures and international carrier processes.
  • Lift gate, residential delivery, limited access delivery, and similar special services are not included for international orders unless specifically arranged and paid for in advance.

For questions or to coordinate international freight services, please contact our support team before placing your order.

FAQ

What is a PRO number?
A PRO number is a term used by the trucking industry to identify a freight bill and corresponds to a scannable bar code. This is also referred to as a freight bill number or tracking number.

What type of delivery truck will be making my delivery?
Most freight deliveries are made by a standard tractor-trailer operated by a regional or national carrier. In some cases, local or smaller trucks may be used at the carrier’s discretion.

What is a Delivery Receipt?
A delivery receipt is a control document used in delivering freight to a consignee. It is signed by the consignee and the driver to indicate completion of delivery. Delivery receipts are also used to record any noted damage, shortages, or other exceptions at the time of delivery.

What is a delivery exception?
A delivery exception refers to any shipment shortage, overage, or damage.

What is shrink wrap?
Shrink wrap is plastic sheeting used by warehouse personnel to secure cartons to a pallet and help protect the shipment during transit.

We appreciate your business and are here to help if you have any questions about freight requirements, accessorial services, or delivery options.