Shipping & Transportation

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Your order is on its way! To ensure on-time delivery, we choose the most efficient and economical shipment method for you. 

The following frequently asked questions provide details regarding our shipping methods and services. Please call us at 800-424-2432 with questions.

When is FedEx or UPS used?

This method is used for "small parcel" shipments, which may include parts, accessories or single furniture items. Commonly delivers without pre-notification.

 

When is Standard LTL (less-than-truckload) used?

Standard LTL is used for small- to medium-sized shipments (less than 13 ft. in length).

If KI receives a Call Before Delivery request, Standard LTL carriers will contact the customer to schedule a delivery window. A Call Before Delivery request may add a day of transit and requires the customer to return the carrier's call prior to delivery.

If no Call Before Delivery request is made, the shipment delivers with standard transit to meet the delivery date acknowledged by KI (not guaranteed; see below for guaranteed service).

The delivery dates and/or appointment windows with Standard LTL are estimates only and KI cannot be held responsible for consequential costs or damages associated with delayed deliveries.

Standard LTL delivery occurs between 9 am and 5 pm Monday through Friday.

 

When is Standard Truckload used?

Truckload is used for larger shipments and will deliver on a 53 ft. tractor trailer.

Carrier will call in advance to confirm a delivery appointment date and time one to five days in advance of the delivery date. 

Trailers must be offloaded within two hours after arrival and empty by 3 pm to avoid additional charges.

Truckload delivery occurs between 5 am and 1 pm Monday through Friday. 

 

How do I request delivery for a specific date or time?

Simply call KI customer service at 800-424-2432, and we will do our best to accommodate your request.

Generally, if you are expecting a full Truckload shipment, we will contact you to arrange a specific delivery date or time.

If your shipment is LTL, you will need to request Carrier Delivery on Service (CDOS) for delivery on a specific day by 5 pm. Typically, this service is used when a shipment needs to deliver to a job site or has strict deadlines for delivery. The fee for CDOS is $250. If the shipment does not arrive on time, the fee will be reimbursed. KI cannot be held responsible for consequential costs or damages associated with delayed deliveries.

LTL with CDOS occurs between 9 am and 5 pm Monday through Friday. Time-specific delivery commitments can be made by noon, by 5 pm or a one-hour window; please call for a quote. 

 

How may I request advance shipment notification?

An Advance Shipment Notification (ASN) is an email issued at the time of shipment. ASNs are available upon request for any of the above-mentioned shipping methods. Request an ASN via our Order Status site.

 

Where may I view shipment confirmation and tracking?

View shipping confirmation and tracking information via our Order Status site

 

How do I change the delivery address after my order has shipped?

We refer to this as product re-consignment, which is any change to the delivery address from what appears on the Bill of Lading. Please call us at 800-424-2432 to arrange re-consignment. Additional fees may apply. 

 

Do you offer blanket wrapping?

Blanket wrapping of non-cartoned freight is available for certain products. Please contact your customer service representative to request more information on this option. Additional fees may apply.

 

Do you provide lift gates or ramps?

A truck with hydraulic lift to assist offloading of freight is used with LTL carriers. A walk ramp is used instead of a lift gate for truck load carriers. Based on carrier availability, they may provide either a ramp or lift gate. KI cannot guarantee that one or the other will be provided. Additional fees may apply.

 

Do you offer inside delivery service?

With inside delivery, the driver physically moves freight past the door opening of the trailer. The purchase order must be less than $5,000 to use this service. Contact your customer service representative to request this option. Additional fees may apply.

 

Will KI hold or detain my furniture if it cannot be received upon delivery?

Product will be held for the first 2 hours from appointment time at no charge. Additional delay in unloading the product will incur charges. 

 

What should I do if I notice product damage from shipment?

If you receive damaged product, refer to the following freight claim procedure to expeditiously file and resolve a claim:

"Title to product shall pass to Customer upon delivery by KI to the carrier. For purposes of risk of loss, all shipments are “F.O.B. Origin”; and Customer acknowledges that, once KI delivers the product to the carrier, risk of loss shall pass to Customer."

As a standard procedure upon delivery, you should:

1.  Verify the delivery address is correct. 
2.  Verify piece count and record on delivery receipt. 
3.  Inspect packaging for visible damage. 
4.  Report any damage found after delivery within 5 business days.


Damage Noted at Time of Delivery

Before the driver leaves, note the bill of lading or delivery receipt as “damaged product” with carton or line number.  Receive the product, then call your Customer Service Representative.

If the driver refuses to wait, record his/her full name on the carrier bill and note that the product is damaged. The notation of “subject to inspection” or “packaging/carton damage” is not a valid way to report damage during delivery.  


Damage Noted After Delivery

If damage is noticed after the delivery receipt is signed “clear of damage” (or concealed damage), follow these instructions: 

LTL Carrier:  Concealed damage must be reported within 5 business days of delivery. Contact the local terminal to report the damage. Record the time, date, and to whom the request is made.  Packaging material must not be discarded and the shipment cannot be moved from the original delivery address.  If the shipment is moved from the original point of delivery, all freight claims become null and void.  Take pictures of the damaged product and packaging, then contact your Customer Service Representative to report the concealed damage.

Truckload Carrier:  Take pictures of the damaged product and packaging, then contact your customer service representative.

 

What should I do if I receive a product shortage?

If you receive a product shortage, refer to the following freight claim procedure to expeditiously file and resolve a claim:

"Title to product shall pass to Customer upon delivery by KI to the carrier. For purposes of risk of loss, all shipments are “F.O.B. Origin”; and Customer acknowledges that, once KI delivers the product to the carrier, risk of loss shall pass to Customer."

As a standard procedure upon delivery, you should:

1.  Verify the delivery address is correct. 
2.  Verify piece count and note on delivery receipt. 
3.  Inspect packaging for visible damage. 
4.  Report any shortage found after delivery within 5 business days.

 
Shortage Noted at Time of Delivery

If the shipment is short, note the quantity of cartons or skids missing. Make sure the carrier signs all copies of the carrier bills and call your Customer Service Representative. Carriers will not honor claims related to shortage after a shipment has been received without notation of shortage. 


Shortage Noted After Delivery

If there is a shortage within a carton, please report it to your Customer Service Representative immediately. KI allows 10 days to report a shortage within a carton.

 

For your convenience, download a PDF of our Shipping Methods and Damaged Product Process.