ALL YOU NEED TO KNOW ABOUT
WHAT TO EXPECT
For Your Delivery
FragilePAK has been hired by your place of purchase to deliver your merchandise from their facility to you. If you have any questions, please feel free to contact us, but it is always best to contact your place of purchase first for the most up-to-date information.
If you contact us, please have your Pro, or Order Number ready so we may access your order quickly and provide you the most up to date delivery information.
OUR DELIVERY PROCESS.
The FragilePAK delivery system has been designed to deliver your goods as promptly as possible, and most importantly damage free. Follows is the process on how your goods flow through the our delivery chain.
FRAGILEPAK RECEIVES THE SHIPPING ORDER FROM YOUR PLACE OF PURCHASE.
When you buy something, your place of purchase sends us an order with the specific delivery details of your goods. There sometimes, may be a difference between the tracking record and the delivery information provided by your place of purchase. If this occurs your best source of information is your place of purchase, so it is always best to contact them first. If you do decide to contact us first, we will only be able to provide the details that your place of purchase has provided us. Always contact your place of purchase first.
FRAGILEPAK TAKES PHYSICAL POSSESSION OF YOUR MERCHANDISE.
When we receive your merchandise, our FragilePAK team will scan it at the receiving warehouse, and we will send to you an alert with a tracking link via email or text message. This tracking link will show the progression of your goods as they move through the delivery chain with an estimated time of arrival (ETA).
Next, upon receipt of your goods at the closest shipping dock near you, FragilePAK customer service will contact you by email, text message, phone, or all of the above, regarding scheduling of your delivery.
The day before your scheduled delivery, FragilePAK will provide you with a 4-hour delivery window. If the time frame requested is an issue, please contact us as soon as possible for a more convenient delivery time.
Our Certified FragilePAK Professional (CFP’s) Delivery Team will contact you 30 minutes before they arrive. They are trained to make your delivery a positive experience.
Upon arrival of your goods, please inspect the packaging for any exterior damage. If there is damage, request from your CFP, a closer look by opening the package. If you do not feel comfortable accepting the merchandise, let our CFP’s team know and they will return it to the warehouse and we will inform your place of purchase.
If everything looks in order, our CFP team will request you to answer a few quality assurance questions and then request your signature of receipt on their mobile device using the FragilePAK eDemand app.
How long our team stays on location and what they do (i.e. where the merchandise is placed, whether they unpack, whether they assemble, and whether they remove the packaging debris) depends on the level of service your place of purchase ordered from us. If there is any discrepancy in your order please contact us immediately.
Our company’s mission is to treat your delivery like it is our own, if you contact us, we will do our very best to resolve your delivery concerns. FragilePAK thanks you for supporting the retailer who has retained us to make your delivery a positive experience.
CONTACT US FOR ALL YOUR DELIVERY QUESTIONS:
FOR THE SPEEDIEST SERVICE ALWAYS HAVE YOUR PRO OR ORDER NUMBER
What to Expect
HOW LONG WILL IT TAKE TO GET MY MERCHANDISE?
The shipping of oversized merchandise is far more complex than small parcels. As a general rule, it can take up to two weeks to arrive at your local delivery warehouse. The date of your scheduled delivery also depends on the distance from the warehouse to your location. Due to the COVID-19 Pandemic, current shipping times are approximately 2 to 4 weeks. Please note that it is the responsibility of your place of purchase to inform and update you on the status and progress of your purchase. Your place of purchase should inform you of the estimated delivery dates. When FragilePAK receives your merchandise from the place of purchase, we will contact you. Refer to the What To Expect in your delivery tab for specifics.
ACCORDING TO THE TRACKING PAGE, YOU’VE HAD MY MERCHANDISE FOR WEEKS NOW, WHY ISN’T IT DOING ANYTHING?
On occasion, your place of purchase shows FragilePAK in their tracking page as soon as they send us the order to ship your merchandise. It looks like we have had your merchandise and that it is delayed. When this happens, we have not physically received your merchandise from your place of purchase. We are more than happy to answer your questions in regards to your merchandise but it is the responsibility of your place of purchase to notify you. We advise that you contact them.
I TRIED CALLING YOU BUT WAS ON HOLD FOR A LONG TIME, HOW CAN I GET HELP?
We are currently experiencing unusually high call volumes due to the COVID-19 pandemic. Our customer support system is designed to solve your delivery challenges. Please don’t hesitate to contact a team member by phone, or email. [email protected]
WHAT DO THE EMAILS AND TEXT MESSAGES I AM RECEIVING FROM YOU MEAN?
We send automated alerts to update you on the shipping of your merchandise. Our technology system provides real time updates to ensure that you have a positive delivery experience from the time of your order to the time of delivery. We are constantly working to improve our systems and make our communication with you clear and simple. If you have any questions, please feel free to contact us. But, your place of purchase will still be your best option for the most up to date information on your order.
MY DELIVERY IS SCHEDULED FOR TOMORROW. HOW WILL I KNOW WHAT TIME IT IS COMING?
We provide a four-hour delivery window the day before your delivery takes place. If you haven’t heard anything by 5:00 PM the day before your delivery, please contact us.
WILL SOMEONE CALL ME BEFORE THE DELIVERY IS MADE?
Our FragilePAK Certified Professional Home Delivery team will call you 30 minutes before they arrive, or if they are experiencing any delays. If you haven’t heard from them or have a problem with your delivery experience, you are welcome to contact us.
CONTACT US ABOUT YOUR ORDER
Please have your Order or Pro Number ready when contacting us.