FAQ Category: Delivery Services

What should I do to prepare for my delivery?

A little preparation goes a long way to ensure a smooth and successful delivery. Here’s what we recommend:

1. Clear the Drop Zone (Before the Driver Arrives):
   • Make sure the area where you’d like the material dropped is completely clear before your delivery window begins. This includes moving vehicles, trailers, trash cans, or any other obstacles.
     • Our drivers run tight, optimized schedules and cannot wait for items to be moved or gates to be opened at the time of delivery.
     • If the drop location isn’t accessible when the driver arrives, they may drop the material in the next safe and logical spot – usually curbside or in the driveway.
2. Secure Pets & Open Gates:
   • If we’ll need access through a gate, please ensure it’s unlocked and open ahead of time. Secure pets to prevent escapes or safety issues.
3. Mark the Spot (Optional):
   • If you won’t be home, you can mark your preferred drop location with cones, chalk, a tarp, or a note. Again, final placement is up to the driver’s discretion for safety and access reasons.
4. Plan for Cleanup:
   • Some materials – like mulch or gravel – may leave behind dust or debris. If you’re concerned about your surface, laying down a tarp can help.
5. Watch for Your ETA:
   • You’ll receive a text message the evening before with a 2-hour delivery window.
   • On the day of delivery, the driver will call or text when they’re on the way with an updated ETA.

If you’re unsure about access or your site setup, just send us a photo in advance – we’re happy to help you plan ahead.

What happens if it rains or snows on my delivery day?

We deliver in most weather conditions, including light rain or snow. However, if the weather creates unsafe driving conditions or would prevent a safe and successful drop-off, we may need to reschedule your delivery.

Our drivers assess road and site conditions carefully. If there’s concern about getting stuck, damaging your property, or dumping material in a way that causes drainage issues, we’ll contact you to reschedule or make alternate plans.

If you’re worried about weather affecting your delivery, feel free to call or text us the day before or morning of – we’re happy to talk through your specific situation.

Note: We’re more lenient with rescheduling fees when bad weather is the reason. Your safety and the protection of your property always comes first.

Can I reschedule or cancel my delivery?

Yes – things come up, and we’ll do our best to work with you. However, because your delivery takes up a reserved time slot and may prevent us from taking other orders, our rescheduling and cancellation policy is as follow:

Rescheduling:

• You can reschedule free of charge with at least 48 business hours’ notice.
• We allow up to three free reschedules per order.
• If you reschedule between 48 and 24 hours before your scheduled time, a $50 rescheduling fee will apply.
• If you reschedule under 24 hours before delivery, the order is subject to a $50 rescheduling fee plus a 10% restocking fee.
• If there are extenuating circumstances, please call us – we’ll do our best to be flexible.

Cancellations:

• Cancellations made with 48 business hours’ notice are subject to:
  • A 3.5% transaction fee (if paid by credit/debit or venmo), and
  • A $50 administration fee per canceled delivery.
• Cancellations made within 24 hours of your delivery may be subject to:
  • A 3.5% transaction fee,
  • A 50% restocking fee, and
  • The full delivery fee, depending on how far along we are in the loading/delivery process.
• Specialty products (like palletized or unpackaged rock) are non-refundable once loaded.

To reschedule or cancel, just call or text our office as soon as possible so we can walk you through the best option for your situation.

Do you charge a delivery fee? How is it calculated?

Yes, we do charge a delivery fee, and the amount depends on your location, the material type, and quantity. These factors determine which truck we use for your delivery, and that ultimately affects the delivery cost.

We don’t have a one-size-fits-all rate because we customize delivery based on what most efficient and cost-effective for your specific order.

To get an exact delivery priced, just call or text us with your address and the material type & quantity you’re interested in, and we’ll provide a quick quote. We’re happy to walk you through the options and help you find the best value.

How much material fits in one truckload?

It depends on your project! We have a variety of truck sizes so we can match the right truck to the size and needs of your order – whether its a small load for a garden bed or a full load for a large landscape project.

When you place your order, we’ll select the most cost-effective and efficient truck based on the material type, quantity, and delivery location. This helps keep delivery fees down and ensures your material arrives safely and on time.

If you have a specific space or access concern, just let us know – we’ll make sure to send a truck that fits your situation.

Can your trucks fit in my driveway or backyard?

Our trucks can fit in most standard driveways, but access to backyards or other areas depends on your specific property layout. We typically need at least 12 feet of clear width, a relatively flat path, and no low-hanging obstacles like tree branches, fences, or overhead wires.

But, here’s what most homeowners usually want to know:

“Can your truck be on my driveway without causing damage?”

The honest answer is: There’s always a risk. Our trucks are heavy – especially when fully loaded – and can potentially crack or damage concrete, pavers, or other surfaces.

To protect everyone involved, we require all customers to sign a liability waiver before delivery. This waiver acknowledges the risk involved when our trucks access driveways, yards, or other areas of your property.

If you’re concerned about damage or tight access, we recommend choosing a curbside drop (int he road along the front curb). You can also send us photos of the area ahead of time – we’ll be happy to review and help plan the safest delivery option.

Where will the material be dropped off?

Our standard delivery drop zones are either in the driveway or curbside – which to us means in the road, along the curb directly in front of your house.

If you have a specific location you’d prefer (like inside a gate, further into the property, or a side frontage of a corner lot), you can let us know when placing your order. That said, final placement is always at the driver’s discretion based on safety, accessibility, and property protection.

We do not drive on lawns or place material where there’s a high risk of getting stuck or causing damage.

If you’re unsure whether your preferred spot is accessible, feel free to send us a photo or ask – we’re happy to help you plan the best drop location.

Do I need to be home for the delivery?

Nope! You don’t need to be home as long as we have all the information we need ahead of time.

When you place your order, just let us know where you’d like the material dropped (driveway, left side of the house, etc.) and include any special instructions. Our driver will do their best to follow those directions, but final placement is always at their discretion based on safety and accessibility.

You’ll receive a text with your estimated delivery time the evening before your delivery, so you’ll know when to expect it – even if you’re not there.

If you have gates, pets, cars, trailers, or anything that might block access, please make arrangements ahead of time.

Can I choose a specific delivery time?

While we don’t schedule deliveries for exact times, you can choose your preferred delivery day, and we’ll assign a 2-hour delivery window the evening before based on our optimized routes.

If you have time-sensitive needs, let us know when placing your order – we’ll do our best to accommodate, but we can’t guarantee specific time slots. Our goal is to deliver your material as efficiently and safely as possible while coordinating multiple orders across the area.

You’ll receive a text message with your delivery ETA window on the evening before your delivery day so you know when to expect us.

How does your delivery process work?

Our goal is to make deliveries as smooth and hassle-free as possible. Here’s how it works:

• Place Your Order: You can order by texting or calling us directly to schedule your delivery. We’ll confirm the material, quantity, delivery address, and any special instructions.
• Waiver & Payment: Once your order is set, we’ll send a liability waiver and a secure invoice. Deliveries are placed on our schedule only after both are completed.
• Delivery Scheduling: You choose a preferred delivery day, and we optimize the schedule the evening before based on all orders and routes. At that point, we’ll assign your delivery a 2-hour ETA window. This delivery window is sent to you the evening before between 6-9pm.
• Day of Delivery: Our standard drop location is in the driveway or curbside in front of the house. If you have a preferred spot beyond that (like inside a gate or backyard), our driver will assess whether it’s safe and accessible – they make the final call at the time of delivery. j
• After Delivery: We may follow up with you to ensure everything met your expectations and ask for feedback or a review!

Need to reschedule? No problem – just give us at least 48 business hours’ notice to avoid a rescheduling fee.