FREIGHT ORDER INFORMATION & POLICIES

FREIGHT ORDER GENERAL INFORMATION:

1. Shipment will be via common carrier, CURBSIDE delivery. For residential deliveries, no signature is required for delivery. This means the pallet can be left curbside even if no one is home. For commercial deliveries, a signature is required. The person signing for the shipment does not have to be the same person whose name is on the receipt. The person signing for the shipment must be 18 years of age or older.

2. Curbside Delivery provides delivery made to the curb at the end of your driveway, street in front of your house, parking lot at an apartment complex etc. Curbside delivery DOES NOT include delivery into your home, garage or shed. If you need inside delivery, meaning inside of a garage or building that a pallet jack can fit inside of, you must request a separate quote for that. Inside delivery DOES not mean the driver will unpack your pallet and bring boxes inside. KY Mudworks DOES NOT offer this service for freight deliveries. If you request the driver bring the pallet inside of your garage/shed/building without paying in advance, you will be responsible for any additional freight charges billed to KY Mudworks. 

3. If the destination is a residence and you need a delivery appointment, you must request a separate quote for that service. The freight carrier will call or email you in advance to set up a delivery appointment window.  If the destination is a business the freight carrier WILL NOT schedule an appointment unless you specifically requested a call. Make sure you are available to receive your shipment in the very near future. If the freight company contacts you to schedule a delivery and you are not available to receive the shipment storage fees may be charged and you will be billed for them. These fees are out of our control. 

4. It is not the driver's responsibility to bring freight into the house, garage, etc. Drivers do not assist with un-packaging or set-up. Delivery does not include disposal of packaging or pallets. If you request that the driver deliver your freight inside an additional delivery fee will be added by the freight carrier and you will be billed for it. KY Mudworks has no control over the amount of these charges, and they vary based on carrier policies and weight of shipments.

5. If you require inside delivery, meaning the driver can wheel the pallet with pallet jack through a threshold (a door or garage door the full pallet will fit through) you must request this at time of ordering. A flat $100 charge will be applied at time of ordering for inside delivery requests. Drivers WILL NOT breakdown a pallet and carry product inside for this service. If an inside delivery is requested at time of delivery, but not paid for in advance, the charges will be over the flat price and KY Mudworks has no control of the charges, and the customer will be responsible for paying the additional fees. 

 

At Delivery:

1.     Inspect the shipment immediately!

1. Check the outside packaging for dents, tears, holes, or other visible damage.
2. Do not open the freight unless instructed — focus on the exterior condition.

If Damage Is Found at Delivery:

It is YOUR responsibility to inspect merchandise prior to the delivery agent's departure or within 24hours of receiving if you have a “no signature required/residential delivery”. Inspecting your shipment includes checking for missing items as well as looking for damage to the items and the packaging. We have a signed BOL (Bill of Lading) stating that the shipment left our warehouse complete and in good condition, so it is critical you inspect BEFORE accepting the shipment. If given the option to sign for your delivery, DO NOT sign without getting a claim # or reporting damage on the delivery receipt. If you accept / sign for the shipment without a note indicating damage and/or missing items on the drivers paperwork it is VIRTUALLY IMPOSSIBLE for us to file a claim on your behalf and you will be financially responsible for the shipment as it is received. 

1.     Take clear photos of the damage (multiple angles if possible).

2.     Notify KY Mudworks immediately with the following details:

• Delivery date & time
• Photos of the damage
• Qty of items damaged - example 2 boxes of clay. 

Refusal of a shipment should be a last resort, and is not recommended unless the damaged goods are absolutely beyond repair. For example: kiln bricks, lids, floors, control boxes, etc. can all be replaced piece by piece. Damage to an individual component or cosmetic damage is not considered a total loss. Irreparable damage would leave the item non-functional.

If Damage Is Found After Acceptance:

KY Mudworks and/or the freight carrier cannot pay for any damages that were not noted on the driver’s paperwork and signed for in good condition. However, to best resolve any concealed damages please take the following steps:

1.     Notify KY Mudworks within 24 hours of receipt of the damaged freight via email – info@kymudworks.com or by calling Lexington 859-389-9681

2.     Retain all packaging materials (boxes, pallets, wrapping, etc.) for inspection.

3.     Provide clear photos of the damage and the packaging.

4.     Include shipment details (delivery date, carrier, and any reference numbers) when reporting.

If the receiver, or anyone acting on the receiver’s behalf, signs the delivery receipt without inspecting the freight and damages are noticed later, neither the product manufacturer, Ky Mudworks, nor the freight carrier can accept liability for the damages. Both the product manufacturer and Ky Mudworks will be available to assist the receiver in any way possible with recommendations on repairing damages to the equipment.

If Damage is Negligible:

1.     Notate damage on delivery receipt but accept shipment.

2.     Retain all packaging materials (boxes, pallets, wrapping, etc.) for inspection.

3.     Provide clear photos of the damage and the packaging.

4.     Include shipment details (delivery date, carrier, and any reference numbers) when reporting.

*Negligible damage would relate to an accessory carton such as a kiln stand. If any high value items appear irreparably damaged please refuse the shipment.

**Soft brick is very fragile and it is common for hairline cracks to be present on day one. This is typical and will not affect the function of the kiln. Over time, your kiln will naturally develop cracks in your lid and floor from expansion and contraction of the brick. Crushed boxes and small tears in bags or clay or material are also commonplace for clay and dry materials and do not fall under “damage” territory if the materials are still usable. The products can be re-bagged at used.