At Heavy Freight Direct, we specialize in heavy, oversized, and palletized products. Due to the high cost and logistical complexity of shipping these materials, we do not accept returns or exchanges for change of mind, customer preference, or ordering errors.
Please review your order details thoroughly before finalizing your purchase.
Our Fulfillment Guarantee
If we make a mistake, we will fix it. Heavy Freight Direct will cover all costs to correct fulfillment errors, including:
- Shipping an incorrect product
- Shipping the wrong quantity
- Any other internal warehouse processing errors
In these instances, we will arrange for a replacement shipment or issue a full refund at absolutely no additional cost to you.
Damaged or Defective Shipments
Freight shipments must be inspected upon delivery. If your order arrives damaged, we will issue a replacement or a full refund. Please follow these steps to ensure your claim is processed:
- Inspect the Delivery: Examine the pallet, packaging, and product before signing the carrier’s Delivery Receipt or Bill of Lading (BOL).
- Document Issues on the BOL: Write a specific description of any visible damage or shortage directly on the carrier’s paper or electronic delivery receipt before the driver leaves.
- Take Clear Photos: Capture images of the specific damaged areas, the full pallet layout, the outer packaging/wrapping, and the shipping label.
- Notify Us Promptly: Email your order number, photos, and a copy of the noted BOL to transportation@heavyfreightdirect.com within 3 business days of delivery.
Refund Processing
- Method: Approved refunds are automatically issued back to your original payment method.
- Timeline: Once approved, refunds are processed within 5 to 7 business days. Please note that your banking institution may require additional time to post the transaction to your account.
Non-Returnable and Non-Refundable Items
The following items cannot be returned, exchanged, or refunded under any circumstances outside of confirmed carrier damage or fulfillment errors:
- All palletized stone, steps, and step treads
- Bulk freight-shipped materials
- Custom or special-order items.
- Any product that has been opened, installed, used, or altered after delivery
Contact for Claims
If you have questions about our policies or need to submit a damage claim, our U.S.-based team is here to help Monday –
Friday 9am-5pm:
📧 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.