(Internal Process + Customer-Facing Templates)
1. OVERVIEW
This policy applies to:
Freight / LTL (Less Than Truckload) shipments
Oversized or heavy items
Palletized shipments
Items requiring special carrier handling
Freight shipments differ from standard FedEx/UPS/USPS deliveries and require additional coordination, inspection, and approval.
2. FREIGHT SHIPPING REQUIREMENTS
A. Telephone Number Required
A valid and reliable phone number is mandatory for all freight deliveries and returns. Carriers must schedule appointments prior to delivery or pickup.
TEMPLATE – PHONE NUMBER REQUIRED
Subject: Telephone Number Needed for Freight Delivery
Dear [Customer Name],
Thank you for your Autoplicity order.
Your item requires freight shipping due to its size and weight. The freight carrier must contact you directly to schedule delivery. Please provide a valid and reliable phone number as soon as possible, as delivery cannot be completed without it.
We appreciate your prompt response.
Sincerely,
[Name]
B. Inspection & Signature Requirement
All freight shipments require inspection at delivery.
Customer (consignee) must sign.
Signature confirms item was received in acceptable condition.
If damaged → DO NOT SIGN. Refuse shipment immediately.
Once signed for, freight shipments are considered accepted.
3. SCHEDULING FREIGHT RETURNS
Requirements:
Minimum 48-hour notice required
No next-day or weekend pickups
Requests submitted after 12 PM CST require 72-hour scheduling
Pickups must occur on weekdays
Customer must coordinate with carrier if instructed
Bill of Lading (BOL) must be printed and given to driver
4. OVERSIZED / HEAVY ITEM CRITERIA
Items qualify as freight if:
Over 90 lbs
Over 96 inches in length
Exceeds 130 inches total length + girth
(2 × width + 2 × height)
Return labels may be:
Prepaid (seller-covered)
Postage-due (customer responsible)
5. FREIGHT RETURN APPROVAL PROCESS
Freight returns require:
Manufacturer approval (if applicable)
Item must be unused, uninstalled, untest-fitted
Original packaging required
Pallet must be reused if originally shipped palletized
Returns may be denied if:
Installed
Used
Missing packaging
Customer-fault reason
Signed POD confirms intact delivery
6. CUSTOMER-FAULT FREIGHT RETURNS
(Change of mind, ordered wrong, no longer needed, etc.)
Customer is responsible for:
Return freight costs
Possible restocking fee
Coordination with freight carrier
TEMPLATE – CUSTOMER AT FAULT FREIGHT RETURN
Subject: Freight Return Options
Dear [Customer Name],
Thank you for contacting us regarding your return.
This item was shipped via freight due to its oversized nature. While outbound shipping was provided at no cost to you, return freight shipping costs are the customer’s responsibility when the return reason indicates customer error (e.g., ordered incorrectly, changed mind, no longer needed).
You may choose one of the following options:
OPTION 1 – Use Our Freight Carrier
We can arrange return pickup through our carrier. Return shipping cost and any applicable restocking fee will be deducted from your refund. A telephone number is required for scheduling.
OPTION 2 – Use Your Own Carrier
You may arrange return shipping independently. Please ensure the item is properly palletized and insured.
RMA: [Insert RMA]
Return Address: [Insert Vendor Address]
Please let us know how you wish to proceed.
Sincerely,
[Name]
7. AUTOPLICITY AT FAULT – FREE FREIGHT RETURN
If:
Wrong item sent
Confirmed warehouse error
Freight damage (properly refused or documented)
Seller covers return freight.
TEMPLATE – SELLER AT FAULT
Subject: Freight Return Approved – No Cost to You
Dear [Customer Name],
We sincerely apologize for the issue with your order.
We are taking full responsibility and will arrange freight pickup at no cost to you. Please allow 2–3 business days for our Shipping Team to coordinate with the freight carrier.
Important Return Requirements:
Valid phone number required
Item must be intact and include all hardware
Original pallet and packaging must be used
Adult (18+) must be present at pickup
We will provide the Bill of Lading and instructions shortly.
Thank you for your patience.
Sincerely,
[Name]
8. FREIGHT RETURN – QUOTE PENDING
TEMPLATE – FREIGHT QUOTE IN PROCESS
Subject: Freight Return Request in Process
Dear [Customer Name],
Your item requires freight return service. We are currently coordinating with our shipping and manufacturer teams to obtain a return freight quote.
Please allow 2–3 business days for processing.
To proceed, please confirm:
Valid telephone number
Item remains in original packaging
Item is palletized (if applicable)
We will provide documents and pickup details once secured.
Sincerely,
[Name]
9. PICKUP CONFIRMED – DOCUMENTS PROVIDED
TEMPLATE – PICKUP CONFIRMED
Subject: Freight Pickup Scheduled – Important Instructions
Hello [Customer Name],
Your freight pickup has been scheduled.
Please review the following:
Print and provide the Bill of Lading (BOL) to the driver
Ensure item is palletized and securely packaged
An adult (18+) must be present
Coordinate pickup time directly with carrier if instructed
Carrier Information:
Tracking/PRO #: [Insert]
Carrier Name: [Insert]
Carrier Phone: [Insert]
Refund will be processed after receipt and inspection (3–5 business days).
Sincerely,
[Name]
10. PROOF OF DELIVERY (POD) CONFIRMATION
TEMPLATE – DELIVERY CONFIRMED WITH POD
Subject: Freight Delivery Confirmation
Dear [Customer Name],
We are confirming your freight order was successfully delivered.
As required for freight shipments, a signature was obtained confirming inspection and acceptance.
Delivery Date: [Insert]
Carrier: [Insert]
Proof of Delivery: Attached
If you believe there is an issue, please respond immediately.
Sincerely,
[Name]
11. WRONG ITEM CLAIM – VERIFICATION REQUIRED
Before approving:
Screenshot of customer order confirmation
Screenshot of listing description
Copy of POD with signature
Photos from customer
If signed POD confirms correct item and no damage → manufacturer approval required and customer responsible for freight return cost.
12. FREIGHT FORWARDER / EXPORT POLICY
We do not ship internationally.
If customer uses freight forwarder, they become importer/exporter of record.
We do not generate international return labels.
Customer must return item to U.S. address first.
International freight costs are customer responsibility.
13. INTERNAL NOTE TO CS TEAM
⚠ Freight returns must NOT go to Costa Mesa unless specifically instructed.
All freight returns must go directly to vendor unless otherwise directed.
14. INTERNAL BOL REQUEST TEMPLATE (FOR SHIPPING TEAM)
Subject: Freight Quote Request – Urgent
Please provide freight quote for:
Customer Contact Info:
Telephone:
Pickup Address:
Delivery Address:
Dimensions:
Weight:
Palletized (Yes/No):
Item Description:
This is time-sensitive. Please advise if further details are needed.