Customer Pick Up
Before we dive into crating and shipping, we should mention the other two ways of getting your project to your installation site. Local sales often opt for Customer Pick Up, which is free-of-charge. Whether you are the client, the builder, or the installer, the project can be picked up and taken to the job site without our assistance.
It is vital that you provide an adequate vehicle, packing or padding materials, and manpower. We are happy to help in the simple situation of loading the components onto a truck or trailer bed, but you are responsible for protecting and securing the load for travel. No, we will not tie your entryway onto the top of your Volkswagen Beetle!
We have had customers from as far away as Iowa or Texas exercise Customer Pick Up. We enjoy meeting our clients in-person, and they often make the retrieval a vacation by enjoying the trip and Durango itself.
Delivery:
We are happy to make local deliveries at an estimated hourly rate. We ask only that you give us advance notice so that we can schedule our time away from the shop.
Occasionally we may elect to deliver long-distance. This typically happens when we have more than one project on the same route at the same time, or when a project is simply too large to ship economically by common carrier. We exercise this option at our discretion.
Crating and Shipping by Common Carrier:
Christie’s Wood and Glass has shipped entryways from Florida to British Columbia; from Maine to Hawaii. Our proactive attitude toward shipping is “The best offense is a good defense.” Each crate is custom made from new materials. Its contents are cradled in foam. We recognize that you are paying a lot for our product and we are proud of what we produce. So we intend to protect your cargo to the best of our ability until it arrives at its destination.
Each crate is specifically designed for its contents. Supportive foam is strategically placed.
Some hardware may need to be removed from the entryway to protect it from abrasion. This hardware is packed into a box and secured separately inside the crate. The project is placed into the crate before the remaining sides are added.
The remaining sides are then screwed into place. Any supplemental hardware boxes or weather strip components are secured for travel.
The lid is then screwed into place.
We even add stickers to indicate those screws that need to be removed in order to lift the lid straight up and gain access to the contents..
In the event that your cargo is crated and shipped, we will e-mail a copy of the Bill of Lading and some information regarding receiving your shipment. This e-mail will also contain the web site of the carrier and a tracking number.
Since freight carriers do not operate in all regions of the country, we use a broker to select the optimal carrier for our needs. Each freight company has their own policies and procedures. Some may call first to confirm your presence and arrange delivery before leaving the terminal. Others may call while they are on the way. Some do not call at all. They just show up! In one instance, the driver didn’t even knock on the customer’s door. The customer came out of her house to find a 300-pound crate sitting in the middle of her driveway! She was not happy even though the entryway was delivered intact and on-time! Please know that we have no control over the carrier’s practices.
In every case however, we request and pay for a lift gate on the delivery truck to help get the crate to the ground. We don’t want any injuries or damage to result from the attempt to off-load a heavy crate. However, it is important to say that you will be responsible for handling the crate once it is on the ground. Your crate’s size and weight are on the Bill of Lading.
We have learned from experience that the freight company’s job is simply to get the cargo from our address to the terminal warehouse closest to your ZIP code. They will deliver to your destination address only if it is physically possible. You must be aware that these trucks (big rigs) are quite large and unable to negotiate narrow security gates, driveways, narrow roads, small bridges, tight curves, etc.
If this is your situation, you must tell us in advance so that we can make special arrangements for you. Why? Because once the cargo is on the truck, you become the owner and you become responsible for all further actions and contact with the carrier. Our goods are sold “FOB Durango”, which is shipping jargon for Freight On Board in Durango, Colorado. We own and are responsible for the cargo until it is loaded on the truck, at which time you become the owner and the carrier becomes responsible. Once the cargo is on the ground at the destination, you remain the owner and become responsible.
When the delivery is made, the driver may ask for your signature. Please read the delivery ticket carefully. It is likely saying that the shipment was received in good condition. If you simply sign, it will be difficult, if not impossible, to place a claim for any damages if they turn out to exist. The best scenario is to open the crate and inspect the goods prior to signing, but this process can take a bit of time while the driver waits impatiently. We advise signing the delivery ticket with a note that the crate appears intact, but the cargo was not inspected. This leaves an open door for a “concealed damage claim” in the event that there is actual shipping damage. In any case, you must open and inspect the cargo promptly. A concealed damage claim must be filed with the carrier within 48 hours of the shipment’s receipt.
That being said, we do a great job crating. The only damage we have experienced is through gross and obvious abuse by the carrier. (Four times since 1980.) So it is very rare. In general, if the crate is intact, the cargo is likely in good shape. In the event that the crate is damaged beyond the normal scuffing of transport, we suggest you make the driver wait while the cargo is uncrated and examined. If damage exists, make note of it on the delivery ticket and follow the carrier’s instructions for filing your damage claim.
(The fastest way to open the crate is to use a screw gun with a #2 Phillips tip. Remove the marked screws around the periphery of the lid and lift the lid straight up.)
If damage does exist, and it is minor, such as a scrape, scratch, dent, or even broken glass, it is advisable to have a local woodworker, glazer, or refinisher effect the restoration. This process is much faster and less costly than refusing delivery and having the cargo returned to us. Your repair costs should be reimbursed by the carrier through your damage claim. It also saves the cost of a second shipment, which the carriers are not obligated to honor in a damage claim. We will be available for consultation in any way we are needed.
If damage is severe and requires reconstruction (once since 1980), you can make note of that fact on the delivery ticket and refuse delivery. The carrier will grudgingly return the cargo to us at no additional charge. We will inspect it and do whatever is necessary to restore the project to its original condition, even if it means starting over again from scratch. Unfortunately, this can be a lengthy process. We will provide precise costs for you to submit in your damage claim and assist you in any way we can. We will also make it a point to use an alternate freight carrier when it is time to re-ship your project.
Taking photos is very important. The carriers respond well to photo documentation. For example, if you see the crate is damaged as the driver is unloading it from the truck, get a photo of the damage while the crate is still on the lift gate. Be sure to capture not only the damage, but the back of the truck as well. That is proof that the damage did not occur after it was unloaded. Photos of damage must not be blurry or out-of-focus. The carriers will validate a claim only if they can assess the damage accurately.
We apologize if it seems that we are dwelling on damages, but there is no second chance regarding the delivery. The only thing worse than damaged goods is the possibility that you will have to bear the cost of the restoration as well! We simply want you to be prepared.
Again, damage is very rare!
