How to Receive LTL Freight

When it comes to receiving a Less Than Truckload (LTL) freight delivery of a new HVAC unit, Water Heater, or Unit Heater for your home or business, careful planning and preparation can make the process smooth and stress-free. In this guide, we'll walk you through the steps to accept and install your unit, ensuring a seamless transition to a more comfortable living space.

Our Return Policy:
We offer a 30-day hassle-free return policy. Not happy with your recent purchase? No matter the reason, it's no problem. Request your return within 30 days from the delivery date for a product refund of products in new condition. Click here to learn more about our Return Policy.

Preparation is Key:
Before the delivery date, make sure you have a clear understanding of the dimensions of your new unit. Measure the designated installation space to ensure a perfect fit. Clear the path from the delivery entrance to the installation site, removing any obstacles that might impede the delivery team.

A Liftgate is an Essential Add-on:
A liftgate is essential for freight delivery if you don't have a loading dock or forklift. As a courtesy to our customers, we offer FREE* Liftgate Service with qualifying orders.

A liftgate is a motorized platform attached to the back of the LTL (less than truckload) trucks that carry freight-bound equipment that allows it to safely lower your new product onto the street, also known as "curbside" delivery. More oversized (over 150 lbs.) orders require freight curbside delivery; however, it is subject to availability within your local Freight LTL Company delivering terminal.

*Free liftgate only qualifies on orders over $1500 and is only valid in the lower 48 states.

Coordinate with the Carrier:
Reach out to the LTL freight carrier well in advance to confirm the delivery date and time. Discuss any special requirements, such as a liftgate service or appointment-based delivery, to ensure a hassle-free experience. Providing accurate contact information will help the carrier keep you informed about the delivery status.

Inspect the Shipment:
It is crucial to inspect your delivery thoroughly before accepting and signing. HVAC equipment is delicate and has many parts sensitive to rough handling. Check for internal and external damage and notify us within 48 hours by calling (888) 286-0211. Photo evidence of damage is required.

The Furnace Outlet cannot be held responsible for claims after the 48-hour timeframe. After 48 hours, the recipient must submit a direct claim to the shipping carrier for all damage claims.

On occasion, the outer packaging may look damaged, but the product inside the box is intact and untouched. Please note "Possible Freight Damage" with a clear explanation of the damage found on the receipt while the driver is present if you suspect concealed damage. If you discover that the product is damaged later, the remedy of a freight claim is less of a hassle.

Do not sign for damaged products. If your product arrives with visible freight damage or the carton is damaged (i.e., box corners crushed, tears, rips, slices, marks, etc.), please (a) take pictures of the damage (b) REFUSE DELIVERY and (c) contact us immediately. Once we are notified, we can process the appropriate claims on your behalf and coordinate an exchange for you.

To report any shipment damage, please email your name, phone number, and order number to You must submit photographs of the damage and its packaging. The original packaging must facilitate a return unless it was damaged in transit and is unusable.

The Furnace Outlet is not responsible for lost or damaged packages during transit. Please contact us to file a lost shipment freight claim with the respective shipper.

Sign the Delivery Receipt with Care:
Before signing the delivery receipt, ensure that all details, including any damages or missing parts, are accurately documented. Signing a clean delivery receipt without noting any issues may complicate the process of filing a claim later.

Store the Unit Properly:
If installation is not immediate, store the unit in a dry, secure location to prevent damage from weather conditions. Follow the manufacturer's guidelines for storage to maintain the unit's integrity.

Hire a Professional Technician for Installation:
Hire a qualified technician to install the unit. Proper installation is critical for optimal performance and energy efficiency. Follow the manufacturer's installation guidelines and schedule regular maintenance to prolong the life of your system.

Register Your Product:
Take the time to register your unit with the manufacturer. This ensures that you receive important updates, warranty information, and support for your product.

By following these steps, you can confidently accept an LTL freight delivery of your HVAC unit and enjoy a comfortable and efficiently cooled or heated home. Remember, thorough preparation and communication with the carrier are key to a successful delivery experience.

Contact us for additional support or questions.

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