Freight Policy

Freight Policy

Freight Policy

Order must be refused or notated with ‘Product Damaged’ in order to receive a No Charge Replacement. Do not notate ‘Box Damaged,’ as this will not be accepted as a claim by the freight company.

Concealed Damage is not a valid claim. Packaging must be opened and product inspected before signing the delivery receipt. If product is damaged, do not sign the delivery receipt until the damage has been notated on the receipt.

In order to protect you and A to Z Stores from freight losses and damages, we ask that you thoroughly review this freight policy and comply with all procedures outlined below.

Freight Service that is included in the purchase price is : Curbside / dock delivery. The Definition of Curbside is: The driver moves product to the back of truck, customer is responsible for offloading. Residential Delivery is not included.  

Customer Responsibilities:

Once the delivery has been signed for, all materials solely belong to the customer. DO NOT SIGN WITHOUT INSPECTING THOROUGHLY.

The customer is responsible for all accessorial charges, which consist of, but are not limited to, lift-gate, inside delivery, residential charges, redelivery charges, address corrections, call before delivery, and use of other size vehicles. It is the customer's responsibility to notify A to Z Stores of any special routing, delivery instructions, or accessorial fees at the time of the order so the bill can be adjusted accordingly. A to Z Stores will not be responsible for special routing or delivery instructions not paid for at the time of the order.

The customer is responsible for moving items into the buildings. By law, the driver is only required to bring the product to the back of the truck or tailgate. They are not responsible for bringing the product in the building. The customer will need to provide assistance in removing product from the truck unless other arrangements are made in advance. This is a standard throughout the shipping industry. If the customer accepts an offer of any accessorial charges, including but not limited to inside delivery or lift-gate services from the freight company.

It is the customer's responsibility to reimburse A to Z Stores for the accessorial charges.

Steps to take at time of delivery:

1. Verify Count: Has the entire order been delivered? If any shortage is discovered, note exactly how many cartons are short on the carrier's delivery receipt and have the driver note the shortage on your copy.

2. Carefully Inspect Each Item: Thoroughly examine each item for damage. Open cartons and remove packaging to inspect the products.

3. Refuse Damaged Goods: You must refuse all damaged products. If only part of the delivery is damaged, only refuse those items. Note the refusal on the delivery receipt and on your copy. Immediately contact A to Z Stores at 1-888-767-7006 to report damage so items can be replaced.

A to Z Stores is not responsible for replacing undocumented damaged materials, nor for the removal and disposal of damaged items and packaging.

Return Policy

Ground items that are not custom made may be returned within 10 days  for a full price refund, minus freight cost, plus a minimum of 25% restocking fee. Freight items are non-returnable. 

Refund will not be issued until received in good condition by the factory. It is the customer’s responsibility to pay for and arrange freight pick up and return to the freight origin.

Products that are made to order cannot be returned.


A to Z Stores unconditionally supports all our products' and manufacturers' guarantees. To receive specific information about product warranties and guarantees, contact A to Z Stores at 1-888-767-7006.