Freight Delivery Basics
Despite the increasing ability of USPS, FedEx Ground and UPS Ground to handle larger and larger packages, our Sideline 72-inch fireplace still won’t make that trip or make your UPS driver happy. Many of our larger fireplaces and TV Lift cabinets require freight delivery service, so we use one of our seasoned freight carriers to get your product to your curbside.
Touchstone® products that ship to you on a pallet via Lift Gate Freight Delivery include:
- Sideline 72-inch, 84-inch and 100-inch Electric Fireplaces
- Sideline Elite 72-inch, 84-inch and 100-inch Electric Fireplaces
- All Sideline Infinity Fireplaces
- All Chesmont Electric Fireplaces
- All TV Lift Cabinets
Freight delivery is different than Standard FedEx or UPS ground. Below, you will find a summary of those differences so you’re ready for your Touchstone delivery. If you have any questions about freight delivery, please contact us via Phone, Live Chat or Support Ticket.
Ready for Your Freight Delivery?
1. Check your email for delivery tracking.
Once your Touchstone product has a shipping label generated, you’ll receive a shipping confirmation email with a tracking number and your carrier, as well as a link to track your order. You may find a local depot will try to set up a delivery window, but most of them will just give you tracking and an estimated arrival date. Note: having a delivery window can sometimes add a day to your shipping time.
2. Get your curb ready.
Your Touchstone product will arrive on a pallet at the foot of your driveway or on your sidewalk. This means you are responsible for moving your shipment from the curb to its unpacking location. Have a couple friends available. Also, please note our carriers will not remove the packing material or debris.
3. Try to be there.
Everyone's schedule is busy, but if you are lucky enough to get a delivery window, then you need to be there to sign a delivery receipt. If there is no appointment, we recommend you try to be present to inspect your shipment.
4. Inspect your stuff.
Touchstone’s damage shipment policy requires you to check for damages immediately and they need to be reported to Touchstone within 14 days of delivery. Inspect your shipment for rips, dents, or damage. If you have any damage concerns, be sure to mark it on your shipping receipt before you sign it. If you see significant damage, you can refuse delivery. If you’re not sure, call us at 1-800-215-1990. If you’re not home at time of delivery, don’t worry. You have 14 days to report damages to us. If you refuse delivery, please let us know ASAP.
5. Unpack and check.
If everything looks good with your shipment, move it from the curb and open it. Watch for broken glass. Watch for smaller items that can be packed inside bigger items, like fireplace crystals and remotes.