Now that your door has shipped, it is a good time to orient yourself with the delivery process and what you should be aware of when receiving and unpacking your door. This guide covers delivery of the door, inspection of the door, and provides details regarding some of the small and important parts that are shipped with the door. Please read this guide thoroughly.
Once your shipment arrives at the destination terminal in your area, the freight provider will contact you to schedule delivery.
Our carriers provide a curbside delivery with lift-gate and pallet jack service. Curbside delivery service provides delivery of your door(s) to the curb at the end of your driveway. This service does not include set up or assembly of items or removal of packaging materials.
In most cases the delivery truck will pull up to the curb outside of your job site within your appointment window. From there, you will be responsible for unloading the item(s) from the truck and any further transport beyond that point. Our door units are heavy and therefore we recommend at least 2 people be present at time of delivery.
Upon delivery, you are responsible for un-crating and/or un-boxing item(s), and thoroughly inspecting the delivery for shortages or signs of damage before releasing the carrier’s driver. This is not possible in all cases. If the driver is unable or unwilling to wait on inspection, please note on the delivery receipt "potential damage subject to inspection.” You will be required to sign a Proof of Delivery receipt. Any damage to the item(s) or packaging should be noted on the delivery receipt.
If the crate appears severely damaged, please contact us before refusing and prior to the driver leaving. Not all crate damages are concerning (i.e., the pallet underneath being damaged is not usually a reason for concern). Extensive damages to the crate and packaging are very rare. If the crate and the contents are clearly significantly damaged, refusal is probably the right option. However, it could be a simple as sending new brickmould or a new frame if that is what is damaged and therefore a complete refusal may not be the best option.
Complete refusal due to damages is rare.
If not inspected at time of delivery, you must inspect the contents within 2-3 business days and note any damages or shortages. Please take photos of the packaging prior to opening so we can note where the contents might have been damaged in transit.
More information on identifying damages below.
Inside the crate you should have the following aside from the door unit. These are small, yet important parts that are often discarded. Please be attentive when unpacking the crate and take note of the expected locations for each part. We can provide replacements if they are lost or discarded, but it is an inconvenience for you as a customer to request and wait for the arrival of these parts.
These will be stapled to the inside of the unit's frame. On a single door, you should expect to find two. On a double, you should have four. These are used when setting the door. Your installer should use one on each the upper and lower hinge to set the door if needed to set the door (replacing one of the hinge screws). These are often overlooked when installing the frame. (Hint: we find it useful at a minimum to use one on each hinge at the top to keep the door panels from sagging long-term due to their weight).
Flushbolt Strikes (For Double Doors)
These are the strikes that are used to trim the holes bored in the frame and the threshold to secure the passive door panel. You should have two of these for a double door.
Foam Wedge Pads (For Double Doors)
These foam wedge pads are provided to properly seal a double door unit. You should have two of these for a double door. Please see our FAQ for proper placement. (Appearance may vary slightly depending on the availability at the time of your unit's shipment)
Packaging of Small Parts
Small parts such as the wedge pads and strikes shown above will be packaged in styrofoam packaging and placed inside the door prep (for tubular prepped doors. For multipoint, these are often packaged and taped to the glass or fixed to the door frame.
These small parts are frequently discarded so please take care when unpacking your door unit.
Damages are rare very because of how much care is taken when packaging and crating the door, but it is always a possibility. We want you to be assured that if damages do occur, we will take care of them. We just ask that you provide us with detail and photographs as soon as possible.
Examples of damages above: Cracked frame, cracked TDL bar, etc. Damages such as this are rare, and when they do occur it is unfortunate. However, please be confident we will take great care of this in the event any damages such as this are found.
Examples above are not considered damages: These are small imperfections that can be expected. As noted, our doors are shipped unfinished. Although our doors are stain grade, they are not stain-ready. This means there will be some prep work required prior to finishing which includes sanding and potentially remediating small imperfections such as this. If these imperfections are observed they do not warrant replacement nor do they reflect poor quality. These small imperfections can occur at any point in the process including shipping, when the customer lifts the panels from the crate, or they could have been leaned against something after un-crating that has a sharp edge creating this. This is to be of no concern. These are very easily remedied when you prepare the door for stain (hint: a damp cloth and a steam iron will cause any small blemishes like this to rise up flush with the rest of the material, discussed here).