No returns for freight-shipped products
Due to the nature of palletized and freight-shipped products, Heavy Freight Direct does not accept returns or exchanges for palletized stone, steps, or other freight-shipped items due to customer preference, change of mind, or ordering errors once an order is placed.
We correct our mistakes (wrong / missing items)
If we ship an incorrect item, ship the wrong quantity, or make a fulfillment error, Heavy Freight Direct will correct the issue at no cost to the customer. This may include shipping the missing/correct item, arranging a replacement, or issuing an appropriate refund.
Damaged shipments
If your order arrives damaged, Heavy Freight Direct will assist immediately.
You must report damage or an incorrect shipment promptly:
- Inspect the pallet before signing the delivery receipt when possible
- Note visible damage or issues on the delivery receipt/BOL
- Take clear photos of: the damaged area, the full pallet, packaging/wrap, and the shipping label
- Contact us within 24 hours of delivery at transportation@heavyfreightdirect.com with your order number and photos
If damage or an error is confirmed, we will provide a replacement or an appropriate refund depending on product availability and the circumstances.
Refund method
If a refund is approved for damage or a shipping/fulfillment error, refunds are issued to the original payment method. Processing time is typically 5–7 business days.
Non-returnable items
Palletized stone and step treads, bulk freight-shipped materials, custom/special-order items, and products that have been opened, installed, used, or handled after delivery are non-returnable.
Contact for Claims
For questions about these Terms & Conditions:
📧 transportation@heavyfreightdirect.com
📞 (904) 203-4574
📍 256 Pine Arbor Circle, St Augustine, FL 32084
We are available to help with freight issues, claims, or questions regarding your order.