Freight Delivery Guide - Hayes & Burns

Before You Order

Because our fixtures are delivered on pallets, please confirm the following before placing an order:

There is a clear path for a freight truck to reach your street.
You have space at the curb or driveway for a pallet to be set down.
At least one adult will be available to receive and inspect the shipment during the delivery appointment.

Once your order has been processed and picked up by the carrier:

The freight carrier will transport the pallet to a local terminal near your address.
A representative from the carrier will call you to schedule a delivery appointment.
Delivery windows are typically during normal business hours, Monday through Friday.

Please provide a phone number at checkout where you can be easily reached so there are no delays in scheduling.

Hayes & Burns provides curbside delivery as standard for freight shipments:

The driver will bring the pallet to the end of your driveway or curbside location accessible by truck.
Drivers do not carry items inside, up stairs, or to specific rooms.
Drivers do not perform installation, assembly or debris removal.

We recommend arranging help in advance to move the vanity or tub safely inside once the pallet is delivered.

When your delivery arrives:

Inspect the pallet, crate and cartons from all sides before signing any paperwork.
Look for crushed corners, torn shrink wrap, punctures or signs that the pallet has been dropped or mishandled.
Take clear photos of the pallet and any areas of concern.

The Bill of Lading (BOL) is the document you sign to confirm receipt of the shipment. It is critical for freight claims.

If you see visible damage, write a brief description directly on the BOL before signing.
Examples: “Crushed corner on crate,” “Box torn and contents exposed,” “Vanity top cracked.”
Take a photo of the BOL after you have written the damage notes.

Documenting damage on the BOL greatly improves our ability to file a successful claim and to replace or repair your product quickly.

Visible damage is damage you can see on the outside of the packaging or product at delivery.

Concealed damage is damage discovered only after opening the packaging.

Open and inspect your shipment as soon as possible after delivery.
If you discover concealed damage, take clear photos of the product and packaging.
Contact us promptly at info@hayesandburns.com with your order number, description and photos.

In rare cases, damage may be severe enough that the product is clearly unusable (for example, a shattered countertop or crushed crate).

If the shipment is clearly not salvageable, you may refuse the delivery.
Write “Shipment refused due to damage” on the BOL and take photos.
Notify us immediately at info@hayesandburns.com with your order number and photos.

Once the shipment has been delivered and inspected:

Carefully move the vanity or tub inside and store it in a dry, safe location until installation.
Avoid removing protective film or packaging until your installer is ready, unless you are checking for concealed damage.

Handling time: 3–7 business days to process, crate and book your order.
Transit time: 5–14 business days once the carrier picks up your shipment.
Estimated total: approximately 8–21 business days (1.5 to 4 weeks) from order placement.

For more information on shipping costs and regions, see our Shipping Policy.

If you have questions about receiving freight deliveries, or are unsure how to handle an issue at the time of delivery, please contact our team:

Hayes & Burns
4550 Linden Hill Rd, Suite 150
Wilmington, DE 19808
USA