Delivery & Returns
Our commitment to transparent delivery and fair return policies
Delivery Process
When you place an order with Pallet Liquidators USA, you can expect a smooth and transparent delivery experience. Here's how our delivery process works:
Order Confirmation & Processing
After you complete your purchase, you will receive an order confirmation email within 1 hour. Our warehouse team then processes your order, which typically takes 1-3 business days for standard orders and 3-5 business days for truckloads.
Shipping Notification & Tracking
Once your order ships, you will receive a shipping confirmation email containing:
- Carrier Name - FedEx Freight, UPS Freight, or XPO Logistics
- PRO Number / Tracking Number - Unique identifier for your shipment
- Estimated Delivery Window - Typically a 2-4 hour window
- Carrier Contact Information - To schedule delivery or ask questions
Scheduling Delivery
For LTL and truckload shipments, the carrier will typically call you to schedule a delivery appointment. Please ensure your contact information is correct. You can also contact the carrier directly using the information provided in your shipping confirmation.
Receiving Your Delivery
When your pallets arrive, please follow these critical steps to protect your purchase:
- Inspect Before Signing - Carefully examine the pallet wrap, boxes, and overall condition before signing the delivery receipt.
- Note Any Damage - If you see any damage to the pallet or packaging, write "DAMAGE NOTED" clearly on the delivery receipt before signing.
- Take Photos Immediately - Document any visible damage with photos before and during unpacking. Include timestamps if possible.
- Count the Pallets - Verify the number of pallets matches the bill of lading. If any pallets are missing, note it on the receipt.
- Keep All Documentation - Save all delivery paperwork, photos, and receipts for your records.
Delivery Options & Fees
Commercial Delivery (Dock Required)
Standard delivery to commercial addresses with a loading dock and forklift. This is the most cost-effective option. The driver will unload pallets using a pallet jack if a dock is available. Included in standard shipping rates.
Residential Delivery
For deliveries to homes, apartments, or businesses without a loading dock. A liftgate truck is required to lower pallets to ground level. Additional fee: $75 - $150 per stop.
Liftgate Service
If you do not have a loading dock or forklift, you must request liftgate service. The truck will have a hydraulic lift to lower pallets to ground level. Additional fee: $75 - $150 per stop.
Inside Delivery
For an additional fee, we can arrange inside delivery where the carrier will move pallets into your warehouse, garage, or designated area. Contact us for a quote.
Limited Access Locations
Deliveries to construction sites, schools, churches, military bases, or other limited access locations may incur additional fees. Please inform us of any access limitations when ordering.
Return Policy
Due to the wholesale nature of liquidation pallets, our return policy is designed to be fair while acknowledging the unique characteristics of this industry.
All Sales Are Final
All liquidation pallet sales are final. We do not accept returns because you changed your mind, didn't like the items, or expected different products. Each pallet is sold "as-is" with a detailed manifest provided before purchase.
Manifest Discrepancies
If you receive a pallet that contains significantly different items than described in the manifest provided before purchase, you may be eligible for a partial refund or credit. Please follow these steps:
- Contact us within 7 calendar days of delivery
- Provide your order number and manifest
- Submit clear photos of the items in question
- Allow 3-5 business days for investigation
Missing Items
If items listed in your manifest are missing from your pallet, please contact us within 7 days of delivery with your manifest and photos of the received items. We will investigate and may offer a partial refund for verified missing items.
Damaged Items
Liquidation pallets contain customer returns, overstock, and shelf-pulls. Some items may have cosmetic damage, missing parts, or damaged packaging. This is normal and expected. However, if a significant percentage of items are damaged beyond what was disclosed in the manifest, please contact us.
| Issue Type | Eligible for Return/Refund? | Time Window | Requirements |
|---|---|---|---|
| Changed mind / Didn't like items | ❌ No | N/A | Not eligible |
| Significant manifest discrepancy | ✅ Partial refund/credit | 7 days | Photos, manifest comparison |
| Missing items from manifest | ✅ Partial refund | 7 days | Photos, manifest, item list |
| Shipping damage (visible) | ✅ Claim with carrier | Upon delivery | Note on receipt, photos |
| Shipping damage (concealed) | ✅ Claim with carrier | 7 days | Photos, original packaging |
| Wrong pallet received | ✅ Full refund or replacement | 7 days | Photos, order confirmation |
Damaged Shipments
If your shipment arrives damaged, follow these procedures based on the type of damage:
Visible Damage (External)
- Note damage on delivery receipt before signing - Write "DAMAGE NOTED"
- Take photos of the damaged pallet and packaging
- Contact us within 48 hours with your order number and photos
- Keep all packaging until the claim is resolved
Concealed Damage (Internal)
- Take photos of damaged items and packaging
- Contact us within 7 days of delivery
- Provide your order number and detailed description
- Keep all packaging for carrier inspection if requested
We will work with the carrier to resolve damage claims. Please note that claims may take 2-4 weeks to process depending on the carrier's investigation timeline.
Inspection Period
We strongly encourage you to inspect your pallet(s) within 7 days of delivery. This inspection period allows you to:
- Verify the manifest against received items
- Identify any significant discrepancies
- Document any concealed shipping damage
- Report any issues to our customer service team
After the 7-day inspection period, we cannot accept claims for manifest discrepancies or concealed damage.
Cancellations & Order Changes
If you need to cancel or modify your order, please contact us as soon as possible:
- Before processing: Orders can be cancelled for a full refund
- After processing (before shipping): Cancellation subject to 10% restocking fee
- After shipping: Order cannot be cancelled; follow return policy for discrepancies
Refund Processing
When a refund is approved, please allow:
- 3-5 business days for refund processing
- 5-10 business days for the refund to appear on your statement (depends on your financial institution)
- Refunds are issued to the original payment method used at checkout
Contact Us About Delivery & Returns
If you have any questions about delivery, need to report an issue, or want to initiate a return claim, please contact us:
Pallet Liquidators USA
8551 Lori Ann Court
Jacksonville, FL 32220
Email: info@palletliquidatorsusa.com
Phone: +1 (915) 221-0809
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