Shipping
- Shipping charges are estimated as accurately as possible. Still, they may be subject to change if vital shipping information is not provided when the shipping quote is requested or if product availability changes.
- Small package orders will be shipped via Ground Service. A small package is defined as when a package's length plus girth [(2 x width) + (2 x height)] combined is below 130 inches (330cm).
- We are not responsible for any lost, held, or damaged packages for shipments going to Alaska, Hawaii, U.S. Territories, and other countries. We are not responsible for delivery errors via carriers or incorrect shipping information.
- Large or fragile package orders will be shipped via Less Than Truckload (LTL) using a Freight Carrier. Expedited and accessorial services, such as Lift Gate and Inside Delivery, will be additional. A large package is defined as when a package's length plus girth [(2 x width) + (2 x height)] combined exceeds 130 inches (330cm).
- Requests for in-person pick-up or 3rd Party pick-up may be approved at the discretion of AYC. Distributors who choose to use their freight carrier have the option to provide AYC with a Bill of Lading and schedule their pick-up during AYC's dock hours which are between 12-5 PM CST. We will ship your order by Collect or Third-Party Billing. Distributor-provided BOLs must be paid by Collect or Third Party Prepaid. By choosing to use your own shipping, Distributor and/or Consumer assumes full responsibility for the shipment regarding freight claims and damages. A Handling Fee of $15 per pallet will be applied to all 3rd Party Freight orders. All in-person pick-up requests must be placed a minimum of two hours in advance. Local pick-up times are between 9-3 PM CST.
- When you receive your shipment, please verify the number of pieces and pallets before you sign the Delivery Receipt. It is your duty to educate your customers on the proper procedure(s) for receiving shipments. Any damages to pieces/pallets or missing items must be noted on the Delivery Receipt. If the shipment arrives without a pallet, shrink-wrap, or straps, then please note "possible concealed damage" and contact AYC immediately. AYC highly recommends taking pictures of all shipments before removing any packaging material.
How to Accept your AYC Ground Shipment
No appointment will be required for ground deliveries, and a signature will not be required. Once your customer has received the shipment, they are advised to inspect the packaging and the item itself for any signs of damage. We advise taking photos of the box from multiple angles before opening the packaging, making sure to capture any damage to the packaging before opening. Once you have opened it, please inspect the package for any damages that may have occurred in the shipping and immediately provide them to AYC Service. All damages or missing components must be reported to AYC within 72 hours from the receipt of the package; otherwise, any possible service requests may be denied.
How to Accept your AYC Freight Shipment
Please inform your customer that the freight carrier will be calling them to set up an appointment and that missing the appointment will result in a re-delivery fee.
Receiving Tip: If the shipment looks suspicious such as shrink wraps are not intact, straps are missing, and dents/holes on the boxes, please write "possible concealed damage" on the delivery receipt before handing it back to the truck driver.
Please provide this tracking number to your customer and inform them that the freight carrier will call to set up an appointment. Missing the delivery appointment could result in an extra charge for the re-delivery fee. For an easier way to reach your customer, provide them Receiving Checklist:
1. Take a picture of the four sides of the pallet before unwrapping it.
2. Take a pallet count.
3. Take a box count (each pallet has a paper showing how many boxes are in that pallet).
4. Check if there is any visible box damage.
5. Check that the straps are intact.
6. Check if the shrink wrap is intact.
=> Write a note if the count does not match the delivery receipt, if there is any damage, or if there are no straps or shrink wrap.
Regarding concealed damage:
1. Take pictures of the boxes' four sides before opening them.
2. After opening the box & if you see any damage, take a picture of the damage.
3. Report to us immediately with pictures. The customer has 72 hours to report the concealed damage to us.
- When you sign the Delivery Receipt without noting any damages, then you are saying that the shipment arrived in good condition and with no missing pieces.
- If there is any shipping discrepancy, such as visible or concealed damage, missing boxes, or pallets, etc., the distributor needs to contact and report them to AYC within 72 hours, otherwise, any possible service requests will be denied.
- If there is an issue with your shipment, please keep the shipping cartons and materials until the problem has been resolved or the claim has been acknowledged and settled. Pictures of the damaged product in question must be provided to AYC's Service Team to help determine the best possible course of action.
- If products are delivered to the distributor and/or consumer, and the shipment is refused for reasons other than shipping damage, then the distributor will be subject to a 25% restocking fee plus all applicable freight charges.
- If proper freight receiving protocol is followed, AYC will attempt to rectify the situation to the best of our ability. However, if proper shipping protocol is not followed, then AYC will be unable to guarantee any resolution for the damaged shipment.