4. DELIVERY, UNLOADING & CALL-AHEAD REQUIREMENTS

Most inTENTional products are large, heavy, or awkward to handle. To receive freight safely, please review the following requirements:

4.1 Unloading equipment & personnel

• Many tent systems and components ship on pallets or long skids that may exceed typical manual-handling limits.
• You may need:
  • A forklift or powered pallet jack, and/or
  • Sufficient trained personnel to safely unload by hand.

It is the customer’s responsibility to make sure the delivery location is prepared to unload the shipment.

4.2 Call-ahead notification (required for freight)

For most freight shipments, we will request that the carrier perform a call-ahead before delivery. To support this:

• You must provide a valid daytime phone number and contact name on your order.
• The carrier or our logistics team will typically call to:
  • Confirm the delivery address, and
  • Coordinate a delivery window and unloading requirements

If the carrier cannot reach you to confirm delivery details:

• Delivery may be delayed, and
• Additional redelivery, storage, drop gate or appointment fees from the carrier will be charged to you.

4.3 Lift-gate service

If you do not have a loading dock or forklift and need the freight lowered from the truck:

• Please request lift-gate service before your order is finalized.
• Lift-gate service is an extra charge billed by the carrier.
• Failure to request this in advance may result in:
  • Delivery delays, and
  • Additional carrier fees, which will be billed to the customer.

4.4 Signature requirement
A signature is required for all freight deliveries. By signing the delivery receipt, you are
acknowledging:

• The number of pallets/skids received, and
• The apparent condition of the freight at the time of delivery.

(See Section 8 for inspection and claims requirements.)

5. CUSTOMER-ARRANGED FREIGHT & PICKUPS

5.1 Customer-arranged freight (collect/3rd-party billing)

If you choose to ship on your own carrier account or via a carrier not contracted by inTENTional:

• Once the freight is loaded and signed for, responsibility for transit and claims lies between you and your carrier.

5.2 Customer pickup

You are welcome to pick up orders from our facility in Binghamton, NY:

• There is no additional charge for customer pickup.
• Please schedule pickup in advance so we can have your order staged and ready.
• You are responsible for ensuring your vehicle and tie-down methods comply with applicable safety and transport laws.

6. PRODUCTION & LEAD TIMES

• Stock items: Ship as soon as practical, often within a few business days.
• Made-to-order or custom items: Lead times vary based on workload, material availability, and order size.
• Orders are generally processed on a first-come, first-served basis.

If you require expedited production or shipping, contact us. Rush services may be available at additional cost.

7. AFTER YOUR ORDER SHIPS

Once your order leaves our facility, you will typically receive:

• A shipment confirmation email.
• The carrier name, and
• The tracking number or Bill of Lading (BOL)/PRO number.

You can use this information to:

• Track your shipment on the carrier’s website, and/or
• Contact the carrier directly to schedule or confirm delivery.

Note: If you make any changes to the delivery and there is a cost associated with the changes made those costs will be passed onto to the customer in final billing.

8. RECEIVING & INSPECTING FREIGHT SHIPMENTS

All orders leave inTENTional properly packaged and in good condition and are carefully documented with pictures and BOLs. When the carrier signs for the freight at our dock, they accept custody of the shipment in that condition. At that point, any damage in transit becomes a carrier matter, and proper inspection and documentation at delivery are essential.

8.1 At the time of delivery

When the shipment arrives:

1. Count skids/bundles/boxes.
   • Compare the count to the Bill of Lading (BOL).
   • Make sure the number of pallets or bundles listed matches what is actually on the truck.
2. Inspect before signing
   • Look for visible damage such as:
     • Torn or crushed cartons.
     • Broken shrink wrap.
     • Exposed product.
     • Bent poles or damaged frames.
   • If you see any damage or shortages:
     • Clearly write a description on the delivery receipt (e.g., “1 pallet missing,” “carton torn, possible damage to contents”).
     • Ask the driver to acknowledge the notation.
     • Take pictures of damage immediately.
3. If full inspection is not possible

• • At minimum, write “Subject to inspection – possible concealed damage,” before signing.
  • You must still note any visible damage that you do see.

Important: The driver may not wait while you unpack everything, but you must confirm the skid count and note visible damage or shortages before signing.

8.2 After delivery

• Unpack your shipment and compare the contents to the packing list provided.
• Check all items for concealed damage as soon as possible.

8.3 Reporting damage or shortages

For prepaid shipments (where inTENTional arranged the freight), we will assist in filing freight claims if all the following are met:

1. You inspected the shipment at delivery and noted any visible damage or shortages on the delivery receipt.
2. You notify inTENTional and the shipper within 5 working days of delivery about any damage or shortage.
3. You provide clear photographs of:
   • The damaged product.
   • The packaging.
   • Any visible freight damage (e.g., crushed pallet, broken wrapping)
4. You email the photos and a brief description of the issue to your customer service representative.

If:

• Damage or shortages are not noted on the delivery receipt, and/or
• inTENTional is not informed within 5 working days,

the freight carrier may deny the claim. In that case, replacement product and related costs may become the customer’s responsibility.

For collect or third-party shipments (where you arranged and pay the carrier directly), all freight claims must be handled between you and your carrier.

9. INTERNATIONAL SHIPMENTS

inTENTional can ship to:

• A U.S. port of export, or
• Your freight forwarders U.S. warehouse.

To quote international shipping, please provide:

• Freight forwarder name
• Address
• Contact information

International door-to-door service may be available for certain countries (for example, Canada) depending on carrier options at the time. Duties, taxes, brokerage fees, and import charges are typically the responsibility of the consignee, unless expressly agreed in writing.

10. SMALL PARCEL SHIPMENTS (UPS-Style Services)

10.1 When we use small parcel

If your order is relatively light and compact, small-parcel shipping may be the most economical option. In some cases, larger items can also ship parcel but may incur oversize or dimensional weight surcharges.

Typical parcel guidelines (subject to carrier rules at the time of shipment):

• Approximate max weight: up to 150 lb. (70 kg)
• Approximate max length + girth: up to about 130 inches.
• Approximate max single-dimension length: up to about 108 inches.
• Large, light packages may be billed using dimensional weight, which can increase the freight cost.

Additional “oversize” fees may apply if:

• The length + girth exceeds carrier thresholds, or
• The length alone exceeds certain limits.

Your customer service representative can advise how these rules may affect your shipment.

10.2 International small parcel

Small-parcel carriers ship worldwide. They typically:

• Clear customs,
• Advance duties and taxes on your behalf, and
• Charge a brokerage/service fee to the consignee.

If you prefer to use your own customs broker, coordinate with the carrier and your broker. We will provide commercial invoices and other necessary documents on request.

10.3 Rerouting a small-parcel shipment

If you need to change the delivery address of a parcel shipment:

• Rerouting is often possible before delivery, subject to carrier rules.
• An administrative fee plus any carrier reroute charges will apply.
• Contact your sales or customer service representative with the new address so we can calculate and confirm costs.

11. HEAVY FREIGHT/COMMON CARRIER DELIVERIES

11.1 Why your order ships freight

Many inTENTional Systems products are:

• Too large or heavy for parcel shipment, or
• More economical to move via palletized freight.

Freight is typically used for shipments roughly:

• Between 150 lbs. (68 kg) and 15,000 lbs. (6,800 kg).
• Larger orders may move as a full truckload or dedicated delivery.

11.2 Rerouting a freight shipment
If a freight shipment needs to be rerouted before delivery:

• It is often possible, but:
  • An administrative fee (currently $150), and
  • All additional carrier charges for reroute, re-consignment, or extra miles will be billed to the customer.

Please contact us as soon as you know a change is needed.

11.3 Which carrier is used
inTENTional uses a network of freight carriers to balance service, cost, and transit time. The carrier is selected close to the ship date based on:

• Destination,
• Shipment size/weight, and
• Current pricing and service performance.

Carrier name and tracking (PRO/BOL) will be available once your order ships.

11.4 Residential & limited access deliveries
Carriers treat any location that is not a standard commercial address with regular business hours and a receiving area as residential or limited access. Examples include:

• Private homes and apartment complexes.
• Many schools without docks.
• Churches and camps.
• Dormitories.
• Home-based businesses.
• Self-storage facilities.
• Construction sites, fairs, temporary event sites.
• Prisons, military bases, mines, and other secure or remote facilities.

These deliveries often require special handling and incur additional fees from the carrier.

12. QUESTIONS & SUPPORT
Shipping tents and large structures can be more complex than shipping standard consumer goods. If you have questions about:

• How your order will ship.
• What equipment you’ll need for unloading.
• Whether a call-ahead or appointment is required.
• Estimated transit times or accessorial charges.

Please contact the inTENTional team before finalizing your order. We’re here to help you plan a safe, efficient, and predictable delivery. Any claims for incomplete shipments should be directed to inTENTional Customer Service at 1-800-235-2607. Claims for mis-shipped products must be made within 14 days of receipt of incorrect products. Claims for damaged goods should be made directly with the freight carrier. Transportation methods are determined by inTENTional. Orders placed on sales programs that require credit approval must be credit approved at least one week prior to shipment or pickup. Additional freight charges due to late credit approval will be the responsibility of the customer placing the order.