TDG Delivery & Pickup Policies

Included in this article:

1. Overview
2. Headboard Policy
3. Washer Hose Policy
4. Requirements of our drive team on White Glove Deliveries 
5. Furniture 
6. Bedding
7. Appliances - Laundry
8. Appliances - Refrigerators / Freezers 
9. Appliances - Dishwashers
10. Appliances - Ranges, Ovens, Cooktops and Microwaves
11. Delivery Postponements and Cancellations
12. No-Homes
13. Customer Pick Ups
14. Partial Deliveries
15. Next Day Deliveries

1. Overview

Delivery charges vary, depending on the service selected by the guest 

•       Drop Ship Prime (Freeship)
•       Room of Choice 
•       White Glove 

We deliver 150km’s from the guests selling location 

Removal of old items is included in the White Glove Delivery Service and can be purchased with the Room of Choice delivery service for a cost of $15.00 each.

        o Except for GTA and BC, only repositioning is available in this region 

        o https://5p1592.acquire.io/kb/knowledge-base-default/open-order-management-oom/repositioning-removal-of-old-services 

Appliances are delivered in manufacturer packaging unless a swing change has been made to an appliance door. The Swing Change (SW) prep code must be entered into the sales order at point of sale 

Note: If a swing change is not completed for delivery, the following process will need to occur:

Confirm with the selling store, that the swing change was mentioned at time of purchase (if not noted on Sales Order as a line item)

• If it was not mentioned at the time of purchase, educate the guest, and provide them a third party in their region who they can contact for service directly 
• If it was mentioned at the time of purchase, create a CSO, email a third party for the swing change to occur.

IMPORTANT: If we arrange service for the guest, we need to note the Problem Code and Text of the CSO BILL TO STORE.

If items are to be removed from the customer's home, Remove-old must be a line item on the sales order and the quantity of items to be removed must be specified 

        o Remove-old service applies to like items only e.g., upholstery for upholstery or a mattress for a mattress and on a one-to-one basis (White Glove Delivery only). 

Note: Removal of old is not available in 885 and 850 region. 

Along with measuring their space to ensure that the new purchase will fit properly (where it is to be placed and the path to the final position), customers must ensure that the approach to the home and within the home is clear of any obstructions or items that may interfere with delivery. From snow piles to pictures on the wall. If the drive team does not feel the product will fit into the guest home without damaging the guests home/property or new product, they will inform the guest. If the guest insists the drive team is still to attempt delivery, a damage waiver is required to be signed. The damage waiver will state TDG is not liable for any damages caused to the guest home or product. 

Timed deliveries and Next-Day Delivery Promise are not offered and are therefore unavailable for purchase. 

        o Exception: Elevator requests 

We require 48-hour notice for cancellation of deliveries 

Delivery drivers will only carry product up three flights of stairs. This pertains to buildings with no elevator access.

Delivery Teams are responsible for: 

• Before leaving the distribution center or, if required at the customer's home, ensuring that door swings have been changed as indicated on the Sales Order. 
• Performing a home survey upon arrival at the home to ensure a safe delivery path. 

Note: For the home survey, delivery teams are expected to remove their shoes while in the home. However, during delivery, their shoes may remain on for safety reasons.  

• Ensuring that, when moving or placing product, every effort is taken to protect the customer's property, especially floors and walls. The delivery team must make every effort to protect the customer's floor from dirt or damage.  

2. Headboard Policy

Headboards are pre-drilled by the manufacturer. If a customer receives an un-drilled headboard, a CSO must be created to initiate the Repair / Exchange process.

Drivers will not modify or drill headboards. Drivers will only perform setup when both the headboard and the rail are purchased from TDG.

The requirement to modify a headboard to accommodate a structure for which it is not intended can create unusual wear and damage to the headboard due to instability of setup, which will void the manufacturer and extended warranty. Mating of tall/ large headboards to low profile rail systems creates safety and liability concerns and creates an unstable setup for both the delivery team and our customer.  

TDG will not perform the setup when the following occurs:  

• When a tall headboard (not designed nor intended for use with a low-profile bed) is sold with low profile rails.  
• Customer wishes to attach a TDG standard headboard to low profile rails purchased outside of TDG and drilling is required to attach rails to the headboard.  

Note: Stores shall inform the customer of safety concern at Point of Sale.   

3. Washer Hose Policy

Delivery teams may be unable to disconnect hoses if the taps are corroded or severely rusted. Under no circumstances may the delivery team use pliers or any other tools to disconnect hoses.   

If the plumbing beings to leak during the removal process, the Delivery Team will immediately stop the hook-up service. The customer is responsible for turning off water and arranging plumbing service to fix the problem. TDG is not responsible for these costs.  

A damage waiver is required prior to the delivery team performing this service.   

4. Requirements of our drive team on White Glove deliveries