Shipping FAQs

Provide best number to be reached and email address that is regularly checked.
Must be made within 2 days of the carrier’s phone call or storage fees will apply.
Please advise customers to be expecting an 888 or 800 number to call for their delivery appointment.
If Delivery Appointment Required is on the customer’s account but is NOT made by the carrier, the customer has the right to refuse the delivery and ask them to schedule an appointment as it is requested on their BOL.

Platform that lowers to the ground, loads and unloads freight from the back of the LTL (18-wheeler) truck without manual lifting.
Liftgate is needed if shipment is not delivered to a loading dock.
Loading Dock – raised platform or recessed bay at a facility where trucks and trailers unload and load goods. The dock’s platform is elevated, aligning flush with semi-trailer beds.
Both Inside Delivery and Residential Delivery require liftgate.

Liftgate

Reasonable, ground-level access (with a bay door large enough to roll a pallet through) needed as carrier may have limitations in access due to equipment and company guidelines. Final positioning and breakdown of the pallet(s) is done by the receiving party.
Inside delivery freight will be placed just inside the threshold of the first ground level (past front door, lobby, garage, etc.) with a pallet jack.
Pallet jacks – manual tools used to lift and move standard size pallets are best suited for smooth, level surfaces and wide walkways. While very effective, pallet jacks are limited or unable to operate on curbs, stairs, and unlevel, narrow, or obstructed spaces.
Carriers have liability restrictions and will not enter homes, navigate stairs, elevators, or narrow pathways, place items within specific locations, or breakdown pallets so the shipment can fit through the point of entry.
If any of the above is needed and cannot be accommodated, carrier can offer curbside delivery as another option.
If freight cannot be received and customer refuses shipment, customer is responsible for paying freight and a 15% restocking fee for the returning shipment.

Inside Delivery

Location subject to additional accessorial fees paid for by customer. Reasonable, ground-level access needed as carrier may have limitations in access due to equipment and company guidelines. Final positioning and breakdown of the pallet(s) is done by the receiving party.
Location MUST be verified to confirm if trucks are available to deliver freight to your area/neighborhood with no obstructions (steep driveway, gravel driveway, medians, street width, low hanging wires, gate entrances, maneuverability, etc.). These examples can all prevent carrier from delivering a shipment.
Additional charges can accrue if residential delivery has not been verified and shipment must be held by carrier in their terminal or returned to CCOI.
Carrier will typically deliver pallet to driveway, porch, or garage if there are no access limitations.
Carrier will not enter homes, navigate stairs, or narrow pathways, place items within specific locations, or breakdown pallets so the shipment can fit through the point of entry.
If any of the above is needed and cannot be accommodated, carrier can offer curbside delivery as another option.
If freight cannot be received and customer refuses shipment, customer is responsible for paying freight and a 15% restocking fee for the returning shipment.

Ground-level access needed and delivery will be unloaded curbside. Final positioning and breakdown of the pallet(s) is done by the receiving party.
If inside delivery is not possible, carrier will typically suggest curbside delivery for shipment.

Comprehensive delivery for requests of shipment placement in specific rooms or locations, including situations where the carrier must access stairs or elevators, hallways or narrow walkways, or breakdown the pallet(s) to deliver the shipment to the desired location.
CCOI does NOT offer this option as this is a premium service that is quoted at varying premium prices.

CCOI does NOT deliver ground or LTL shipments directly to islands. The customer must have a US freight forwarder set up, and deliveries will be sent to that address for them to arrange delivery or pickup.
In some cases, delivery to a ferry is possible, but the customer must coordinate pickup from the ferry location through their US freight forwarder.
Any changes to the shipping address after a shipment has left CCOI is subject to additional fees that will be passed along to the customer (or rep, if applicable).
Pallets from CCOI are always contained in blue shrink wrap. If the shipment arrives and blue wrap is not present or intact, this could point to possible item damage/shortages and a claim may need to be filed against the carrier.
If the pallet arrives in poor condition, notate the appearance of the pallet on the BOL before signing (no blue wrap, torn wrap, visible damage to boxes or pallet, etc.). If the pallet arrives in good condition, notate the shipment as “clear” on the BOL before signing.

General Information