Shipping policy
Rackmount Solutions Shipping and LTL Freight Policy
At Rackmount Solutions, we’re committed to making shipping as smooth and transparent as possible. Whether you’re ordering a single item that ships via a small package carrier like UPS, or a palletized item like a server cabinet that will be delivered by an LTL freight carrier, we want you to know exactly how your order will arrive, what to expect when it does, and why additional delivery fees may apply in specific scenarios.
Download Our Freight Receiving Guidelines for LTL Shipments
If your product arrives damaged, please notate damage on the delivery paperwork and File Your Damage Report here.
Ready to start the RMA process?
Before completing this RMA form please review our Return Policy and be prepared with the following information. Some of this information is not required, but will help complete the RMA process more quickly.
- Original Purchase Order Number (optional)
- Original Invoice / Sales Order Number (required)
- Part Number(s) (required)
- Photograph(s) of the damaged item(s) (if applicable)
Start RMA Request Form
Order Processing Timeframes
Most in-stock items will ship within 1-3 business days, while custom solutions, built-to-order products, or items requiring special handling may have longer lead times. The estimated shipping dates that are listed on our website are based on typical product availability and production schedules and are subject to change depending on suppliers’ stock levels and transit conditions. Please reach out to us for up-to-date availability and lead times, especially for time-sensitive orders.
Carriers
Rackmount Solutions utilizes trusted shipping carriers to deliver our products, and the type of carrier used is determined by the size and weight of your order. Please note that depending on your order quantities and the stocking location of the items ordered, your order may arrive in more than one shipment.
· Small Parcel Carriers
We use UPS and FedEx to transport our small parcel shipments. Once shipped, a small parcel will typically arrive within one to five business days, depending on the delivery location and the shipping speed selected during checkout. You’ll receive a tracking number, usually no later than the next business day after shipment, so that you can follow your package every step of the way.
Please note that delivery timeframes are estimates only; weather, holidays, and carrier delays may affect transit schedules, so we recommend placing time-sensitive orders early, or speaking with one of our account managers to ensure that the correct shipment speed is selected to meet your required delivery timeframes.
· Less-than-Truckload (LTL) Freight Carriers
We utilize a wide variety of LTL Freight carriers to transport our larger products. The LTL carrier that we select is based on a variety of factors, including cost, transit time, and destination.
Freight shipments are generally delivered within 5-10 business days from the date of shipment, and a tracking (PRO) number will be provided typically no later than the next business day after shipment.
In addition to the standard potential causes for delays (weather, holidays, mechanical failures, etc.), freight deliveries are also subject to truck availability at the destination, which can be unpredictable. As such, LTL Freight carriers cannot guarantee delivery timeframes for standard deliveries.
What is LTL Freight Shipping?
For larger orders or heavy equipment, we use Less-Than-Truckload (LTL) freight shipping. With LTL Freight, your shipment is transported alongside other shipments that are headed in the same direction; this provides significant cost savings over the alternative of utilizing a dedicated truck.
By default, LTL carriers will deliver either curbside or to the general receiving area for a commercial address that has either an elevated loading dock or a forklift. Shipments that are delivered to different types of addresses (such as residences), or that require additional delivery services, fall under the category of shipments requiring “accessorials”.
Understanding Freight Accessorials
Freight accessorials are extra services provided by the carrier to complete a delivery that requires more than standard curbside/receiving area unloading. Because they involve extra time, labor, or equipment, they come with an additional charge from the carrier.
Given the complex nature of freight shipments, our website cannot calculate accessorial fees outside of lift gate service, so if your shipment may be subject to any of the accessorials listed below, we recommend reaching out to our account management team to obtain an accurate shipping quote prior to placing your order. For orders placed via our
website that require accessorial services, our customer service team will reach out to you prior to shipping your order to notify you of any additional fees that may need to be assessed.
Here are the most common accessorials you may encounter:
· Liftgate Service Required if the delivery location does not have a loading dock or forklift. The truck is equipped with a hydraulic lift to safely lower freight to the ground. For your safety, carriers do not allow the manual unloading of freight, so if your location does not have an elevated receiving dock or a forklift, a lift gate will be required.
· Residential Delivery Required if the freight is delivered to a residence rather than a commercial business address. Residential areas require smaller trucks and special scheduling. Please note that apartment and condo buildings are also classified as residential locations.
· Inside Delivery Required if the driver needs to deliver the freight beyond the curbside/receiving area and into the building, as this requires extra labor and time. Please note that inside delivery is delivery within the first threshold to the building only; any additional transportation within the building (including movement via elevator/freight elevator or stairs) is considered a “white glove” delivery and must be quoted by an account manager.
· Limited Access Delivery Required if delivery is being made to schools, military bases or government buildings, churches, prisons, construction sites, hospitals/nursing facilities, casinos, or any other location where the carrier faces restricted access or enhanced identification requirements.
· Appointment / Call Ahead Required if the carrier will need to contact the recipient to schedule a delivery time. While convenient, this coordination adds cost and may affect lead times. All residential deliveries will require an appointment.
· Reconsignment or Redelivery If a delivery cannot be completed on the first attempt, or if the shipment needs to be
rerouted after it’s in transit, this is considered a reconsignment. If a reconsignment is required for reasons outside the control of the carrier or Rackmount Solutions, any related reconsignment fees will be the customer’s responsibility.
Questions About Shipping?
Our team is always here to help! Whether you need a freight quote, help determining if you’ll need any accessorials, or if you’d like to receive some general guidance on planning for your delivery, we’re happy to walk you through the process; please contact us at (800) 352-6631 or via email at sales@rackmountsolutions.net and our team will be happy to assist!
Damaged Shipments
While most shipments arrive on schedule and in perfect condition, shipping damage does occasionally occur. Should this happen, our team is ready to assist. If your shipment arrives with damage, please notate the damage on any delivery paperwork given to the carrier, and file your damage report here at the earliest opportunity. Please retain all original packaging and shipping materials for inspection, as the carrier will need to review them to process a claim. Taking clear photos of the damage using a camera or phone is also required to document the issue for claims processing.
If an LTL Freight shipment arrives with visible damage, the best course of action is to notate “Damaged in Transit” on the delivery receipt and refuse to accept the shipment. This will help ensure timely claims processing.
Concealed damage is when the shipment’s packaging appears to be in good condition, however the contents of the package are damaged. LTL freight carriers only allow a limited window for reporting concealed damage (typically, it must be done within five business days of delivery), so it is imperative to inspect shipments as promptly as possible, and to report any concealed damage to the carrier as well as to Rackmount Solutions as soon as it is discovered.
Shipping Terms and Customer Shipping Accounts
Our orders typically ship via UPS, FedEx, or LTL freight carriers and their designated partners. Unless otherwise agreed, our shipment terms are FOB Origin. This means that we’ll arrange the shipping using our carrier accounts and either charge your credit card for
the shipping costs or include them on your invoice (depending upon your payment terms with us). Ownership transfers to you once the shipment leaves our facility.
If you have an existing account with a preferred small parcel or LTL freight carrier, we’ll gladly utilize your carrier account so you can be billed directly for any transportation charges. If this is your preference, please let us know at the time of order placement, as some orders may ship within one hour of being entered. Please note that if we are utilizing your carrier account for shipping, you will be responsible for filing any damage claims with the carrier directly.
Domestic and International Shipping Quotes
We provide firm shipping quotes valid for 30 days. Quotes for volume, expedited, or international shipments are valid for 7 days.
If you’d like to confirm the total cost of your order before shipping, please contact us at (800) 352-6631 or via email at sales@rackmountsolutions.net and our team will gladly assist!
RMA Policy
For information about how to request an RMA (Return Material Authorization) for a product that is no longer needed, please review our full Return Policy here.
