Freight Shipping Policy

Large, heavy and bulky products cannot travel by parcel carrier. They ship on a pallet by LTL (less-than-truckload) freight. Freight delivery works differently from a parcel drop-off, and this page explains exactly what to expect so nothing comes as a surprise on delivery day.

Last Updated: September 6, 2026

1. Which Items Ship by Freight

• Riding mowers, zero-turn mowers and large lawn tractors
• Gazebos, pergolas, carports and garden sheds
• Tire changers, wheel balancers, lifts, compressors and other shop machinery
• Golf carts and utility vehicles
• Standby and large portable generators
• BBQ grill islands, outdoor kitchens and large fire features
• Any order palletised because of its combined size or weight

The product page and the cart will tell you if an item ships by freight.

2. What Curbside Delivery Means

Standard freight service is curbside. The driver brings the pallet to the end of your driveway or the nearest safe point the truck can legally and safely reach, and lowers it to the ground.

The driver is not obliged to:

• Carry the item into a garage, backyard, basement or upper floor
• Unpack, assemble, install or position the product
• Remove pallets, crating or packaging
• Drive on an unpaved, private, steep or narrow road

Please arrange help and equipment to move the item from the curb. A riding mower or grill island can weigh several hundred pounds.

3. Delivery Appointment

• The freight terminal will call the phone number on your order to schedule a delivery window, usually a 4-hour window on a weekday.
• Please provide a mobile number you actually answer. Missed appointment calls are the single most common cause of freight delays.
• If the terminal cannot reach you within 3–5 business days of arrival, storage fees begin to accrue and are charged to the customer.
• Someone aged 18 or over must be present to inspect the shipment and sign the delivery receipt.

4. Freight Transit Times

Weather, terminal congestion and seasonal peaks can extend these times. Freight transit is an estimate, never a guarantee.

5. Optional Freight Services

• Liftgate service: Required if you do not have a loading dock or forklift. If you do not select it and the driver arrives without one, delivery will be refused or a re-delivery fee charged.
• Limited access delivery: Applies to residences, farms, schools, churches, construction sites, storage facilities and rural addresses. A surcharge may apply.
• Inside delivery and white-glove service: Available on some items at extra cost. Ask before ordering.
• Terminal pick-up: You collect from the local freight depot, often the fastest and cheapest option.

6. Inspection at Delivery — Important

This is the most important part of freight delivery. Before you sign anything:

• Walk around the pallet and check the shrink wrap, crate, corners and box for crushing, punctures, tears or water staining.
• Photograph the pallet on the truck and after it is unloaded.
• Open the packaging if you can and check the product itself.
• Write any damage on the delivery receipt or bill of lading before the driver leaves. For example: “Carton crushed, right side panel dented.” Do not accept a verbal assurance.
• If damage is severe, refuse the shipment outright and note “refused — damaged” on the receipt, then call us the same day.

Signing a clean delivery receipt tells the carrier the goods arrived in good order. Once that is signed, carriers routinely deny concealed-damage claims, and we may be unable to help.

Report any concealed damage to contact@ennoki.com within 48 hours with photographs and your order number.

7. Missing Pieces

Multi-carton products—gazebos and grill islands in particular—arrive as several boxes on one pallet. Count the cartons against the piece count on the delivery receipt and note any shortage on the receipt before signing. Missing cartons reported after a clean signature can take considerably longer to resolve.

8. Refusals, Storage and Redelivery

• A shipment refused for any reason other than damage is treated as a return under our Refund & Returns Policy . Outbound freight, return freight and any restocking fee are deducted from the refund.
• A missed appointment normally incurs a redelivery fee charged by the carrier and passed on at cost.
• Storage fees at the terminal accrue daily and are the customer's responsibility.

9. Site Access

Freight trucks are typically 48–53 feet long. Tell us at the time of ordering if your address has a narrow lane, low bridge, weight limit, gated entrance, unpaved approach or no turning space.

If a truck cannot reach the address and the shipment returns to the terminal, the resulting charges fall to the customer.