When your shipment arrives, you will be responsible for removing the pallets from the truck using a forklift or pallet jack unless Liftgate Delivery or White Glove Service were requested at the time of order. Liftgate Service includes unloading the palletized furniture from the truck to your driveway, parking lot, or street.

If you purchased Inside Delivery, please note that this is a threshold service. The carrier will bring the palletized boxes into the building or garage, provided you have a doorway large enough to accommodate the pallet and a flat path for entry. You will be responsible for moving the shipment to its end location. If you do not have a loading dock or forklift available to unload, Lift Gate Service will also be required for this kind of delivery.

If you require additional help moving your items within your building, please email or call us and we can get a custom quote put together for your area. White glove service is an available option during checkout, but additional fees may be required to complete this kind of delivery depending on your location. White Glove Service include removing the boxes from the pallet and taking them to the room of your choice. This is not an assembly service. If boxes need to be moved to a floor other than the ground level, a freight elevator is required.

Step 1

Unload and Collect Paperwork

You will get two documents:

  • Delivery receipt -- The driver will provide you with this document
  • BOL (Bill of Landing) -- The BOL is in a small plastic envelope that is taped to the top area of the pallet. Look for a label that reads "PACKING SLIP ENCLOSED". If this is missing, that’s okay, just let us know. We can provide you with a complete list of what was supposed to be shipped to reconcile after delivery.

Step 2

Visually Inspect all Pallets and Cartons

  • Inspect the shipment -- Before the Delivery Agent leaves, walk completely around each pallet or box and visually inspect all items. Do not feel rushed. The shipment should arrive stacked evenly and banded. Do not feel rushed and do not refuse the shipment. *** If there is any visible damage you must mark "DAMAGED" on the Delivery Agent's receipt when signing for the delivery*** Damage includes boxes that are crushed, ripped, have holes, scuff marks, shoe prints or any product falling off the pallet.
  • Count the number of boxes -- Both the BOL and Packing slip should list the number of pieces you are to receive. To ensure that all the product was delivered, take a moment to count the packages and verify it matches the number on your delivery receit. ***Note any discrepancies on the delivery receipt***

Step 3

Sign The Paperwork

  • Sign for your freight -- If everything looks good, sign for your freight. If your shipment arrives with any discrepancies or damage, do not refuse it. Note any damage or missing items on the delivery receipt and contact OfficesInABox for help.

Step 4

  • Complete the delivery inspection -- Within 48 hours of delivery all items must be externally inspected for damage and reconciled with the BOL. Review that each of the boxes you received match your bill of lading and are correct as ordered on your order acknowledgment. If you are having a hard time locating this document or are unsure about what you should have, please reach out to our team. We’re happy to help you identify exactly what you have.

Prior to installation all boxes and packages must be inspected internally for damages.

In the event of damage or defective items:


Do not throw away cartons or packing materials until instructed to do so by OfficesInABox.

Your claim will be denied if you discard packaging material or begin assembly of any damaged products.

  • Take photos of the damaged box before removing the items.
  • Take photos of the damaged area and the entire box including the item number and PO number on the outside of the box.

If no damage is noted at the time of delivery, the Carrier will require photos of the packaging to file a concealed damage claim. If there is a manufacturer defect, the manufacturer will require images of the packaging including the stickers that identify the production sku.

Contacting OfficeInABox and filing a claim

If there is external damage or shortage you must contact OfficeInABox within 48 hours of delivery receipt.

Your claim will be denied if external damage or shortages are reported after 48 hours.

When filing a claim, the following information is required:

  • SKU number, quantity affected
  • Description of damage
  • Pictures of the damage
  • Pictures of the box where the damage occurred.
  • Picture of the overall box

To start the Claim process please contact OfficeInABox by phone at 1-877-269-9905 or email claims@officesinabox.com.

Once the claim is submitted, our claims team will review as quickly as possible. They will either reach out to you with a resolution or may request additional information. When all necessary information is provided, our team can typically resolve your claim within 24 hours. If our team reaches out to you to request more information, we need to receive a response within 72 hours (3 business days) to keep your claim open. If we do not receive a response within 72 hours (3 business days), your claim will be denied and closed.

Damaged merchandise must be held in the original packaging with all original packing material at the location the product was delivered to until the claim is resolved. Disposal of the damaged product or packaging voids the claim.

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