Shipping FAQs

What delivery information do you require to place an order?

We require a physical ship to address (sorry, we cannot ship to P.O. Boxes), and a reliable contact name and phone number for someone at the destination site to eliminate any confusion open delivery.

What does FREE FREIGHT SHIPPING mean?

"FREE FREIGHT SHIPPING" ONLY applies to orders shipped on a Freight Truck via Ground Service and the destination is in the Contiguous USA. Alaska, Hawaii, APO, and FPO Boxes do not qualify for FREE SHIPPING (additional charges will apply). AT LEAST 2-4 able-bodied people must be present to unload the merchandise that you are ordering. While some truck drivers are kind enough to help, they are not required to help you remove the products from their truck. If you do not have the equipment or workforce, you can order Lift Gate Service (a special truck equipped with a hydraulic lift to lower the product from the truck to the ground safely). Lift-gate service lowers freight items from the truck to the curb only. You still need to bring the shipment into your building.

Do you accept COD?

No we do not. All orders must be pre-paid in full or on Net Terms.

I placed an order one week ago, but still have not received my tracking number. Why?

Most products are built to order and have a lead time prior to shipping. Please see each product page for that information. Tracking numbers are provided once the shipping company has picked up the products.

What do I do with the tracking number?

Please contact the shipping company and provide them with the tracking number. They can let you know where your products are.

What if I need to cancel or return my order?

If the item you wish to cancel has already entered the shipping process, it cannot be canceled by you or our customer service department. However, you may return the item (subject to that item's return policy). For more information, visit our return and exchange policy.

What if I am unable to be there when my order is delivered or refuse the delivery?

If a delivery is refused and there is no damage to the products there will be additional charges to make another delivery attempt or return the products to our warehouse. If you are not there for delivery for Freight Shipments there will be additional charges for a redelivery.

How is my total delivery time determined?

The total time is based on the product's lead time to ship and the transit time . Each product has their own lead time to ship so please be sure to review that on the individual product page.

What does Lead Time to Ship mean?

Most of our products are built to order. This is the usual time it takes these products to be built.Some products are stocked in warehouse and ready to ship, but may still need 1 or 2 days to be boxed up.

What is Shipping (Transit) Time?

This is calculated based on the time it takes the shipping company to deliver your order once they have picked it up from our warehouse. The actual shipping time will vary depending on the shipping service you choose. Typically standard ground service will take up to 5 business days, but your order may arrive sooner depending on where the order ships from and where it's shipping to.

What is Reconsignment?

After the product has left the shipper's loading dock, any change from the original delivery destination results in a re-consignment fee.
It is in the customer's best interest to be absolutely sure of the delivery destination because this re-consignment fee can nearly match the original dock-to-dock freight charges.

Can you ship overseas?

Yes, we can! Contact us and we can provide a quote.

How will my order be charged for separate shipments?

If your order must be shipped in multiple shipments, shipping charges for the entire order will be calculated at the time you place your order. Should you have any questions or concerns regarding these charges, feel free to contact us.

Will we ship Third Party Billing or Collect?

We do. Please contact us to set up your shipment. Third-Party Billing is when the customer specifies the carrier. Shipping charges are billed to a party other than Access Display Group, Inc., or the destination. The customer supplies a third party shipping account number that the shipping charges will be billed to. Collect is when the customer specifies the carrier. The customer supplies their shipping account number or pays via check for the shipping charges at the time of delivery.

Where will my item be shipped from?

Orders ship from various facilities depending on the product ordered. We deal with vendor partners all over the USA and Europe. Each location ships the best way, taking into account cost, delivery time, and handling issues.

I didn't receive all of my items?

Because our products ship from various locations your items may arrive at different time. Additionally each product has their own lead time so they may ship at different times. Lastly some items are pre-packaged in their specifically designed boxes that do not accommodate other items, so those must be shipped separately.

Why Freight delivery instead of UPS/FedEx?

Items that exceed FedEx and UPS's weight and size limitations must be shipped via a commercial "over the road" freight company. These freight companies normally use a semi-truck to deliver to businesses with loading docks and offer the cheapest rates for this kind of delivery. Freight companies may charge additional fees for "residential delivery," "lift-gate delivery," and "inside delivery."

What is a lift-gate?

A lift-gate is a device used to raise and lower items from ground level to tractor-trailer level. Freight companies deliver items on a tractor-trailer, which is generally 56 inches above the ground. These trailers load and unload their shipments at a loading dock with a forklift. If your delivery location does not have a loading dock or forklift and the item is too heavy to remove from the trailer by hand, then you may need a lift-gate.

Do I need lift-gate delivery?

There are several ways to avoid paying lift-gate delivery costs. If your delivery location has a loading dock or forklift, you do not need a lift-gate. If the individual items in your shipment are light enough for you to remove from the truck, you do not need a lift-gate. If you are willing to drive to the closest terminal and take terminal delivery, you do not need a lift-gate. Terminal delivery is often an excellent way to save both lift-gate and residential delivery fees. If none of these options work for you, then you will need lift-gate delivery.

How much does lift-gate delivery cost?

The cost of a lift-gate will vary depending on the delivery service you choose. We have negotiated rates with several different freight companies depending on the delivery location and the delivery services you request.

Are your products insured during shipping?

Yes, all our products are insured during shipping.

How does insurance work with freight shipments?

Every freight shipment is insured. But to collect the insurance on damaged goods, the receiver MUST INSPECT THE SHIPMENT BEFORE SIGNING FOR IT! Legally when Access Display Group, Inc. signs the shipment over to the freight company, the freight company owns it. When you receive the item and sign for it, you own it. Therefore it is imperative that you carefully inspect your shipment for any damage. If there is any damage at all, you must note the damage on the freight bill. This is the only way you will be compensated for the damage.

The shipping carrier has arrived, what should I do?

Check the package and its contents for any significant damages. If the products are all there, sign the bill of lading. If any damages or problems are found, make a note of it before signing. If you have any questions or issues, please contact us.

What should I look for when inspecting my shipment?

About 2% of freight shipments arrive damaged, so be sure to inspect your item when it arrives. The most common cause of damage is the forklift so pay special attention to holes poked in the packaging and the bottom 18" of the shipment. Inspect the outside of the packaging to look for dents or crushed corners. If you see anything even slightly suspicious, carefully remove all packaging and inspect the item. The driver may be impatient, but that beats having to settle for a damaged item. Unlike FedEx or UPS, if you sign your Freight bill free of any claims, then you have little recourse if you later discover that it is damaged.

What if my item is damaged?

You have two options. You can note the damage on the freight bill and accept the item anyway, or you can refuse the shipment. 99% of freight damage is cosmetic. If you sign the freight bill damaged, then the freight company will replace your item, approve reimbursement for parts and repair, or provide compensation depending on your item's damage. Accepting the delivery and noting the damage on the bill if you need to get your item operational and the damage is cosmetic. If you refuse the shipment, it will be returned to us, and we will ship a replacement as soon as possible—this may take some time due to stocking issues and transit times, but this is usually the best option if your shipment is damaged beyond repair. If you accept your shipment in a damaged state, you must immediately call the freight company to schedule an inspection and file the freight claim. It would help if you took good pictures from different angles of the item. Also, keep the shipping box and save all packaging material.

I got my order, and I signed for the product, but now I noticed there are damages to it, can I return it?

When you received the products and no signs of damages were noted on the delivery bill, the products cannot be returned. Once the package is received and signed as clear by you, our insurance with the shipping company is voided. You can, however, make a claim with the shipping company directly. This does not mean that you will not get your claim, only that Access Display Group, Inc. will no longer be responsible for your claim.

The most important thing to remember about truck freight is that you MUST inspect the package at the time of delivery. If the box has any damage, or if there is any reason for you to be concerned about damage, please write "PRODUCT DAMAGED" clearly on the sheet that the delivery person asks you to sign. This ensures that it will be easy to take care of the problem if there is any damage.