Receiving and Installation

Receiving Your Order

Customers must be fully prepared to accept delivery once an appointment has been confirmed. Your responsibilities include:

1. Arranging Adequate Assistance: If you've selected curbside or rear-of-truck delivery, please ensure you have sufficient help available to unload your items. This prevents delays and avoids the need for redelivery.
2. Confirming Accessibility: Verify that delivery trucks can safely access your delivery location.

Important Notice: We will attempt to reach you through multiple channels (phone and email) to arrange your delivery appointment. If we cannot establish contact within 3 days, storage charges will begin to accrue. After 3 days without successful contact, your order will be returned to the manufacturer to prevent additional storage costs. You will be responsible for all associated fees, including:

• Round-trip shipping charges
• Restocking fees
• Applicable storage fees

Please note that assembly is required for certain products and remains the customer's responsibility. We will help connect you with the proper installers in your local area. 

Checking Your Shipment

Upon Arrival: Your order typically ships in multiple boxes secured on a pallet. When your delivery arrives, immediately verify that the number of boxes matches what's listed on the delivery documentation. If there's a mismatch, alert the driver right away and document the discrepancy directly on the delivery receipt.

Damage Prevention & Reporting: At Recreation At Home, we're committed to delivering your products in pristine condition. Following these inspection procedures protects your rights and ensures any shipping damage can be addressed at no cost to you.

Critical Inspection Steps:

Before signing any paperwork, thoroughly examine all packages for signs of damage—including both exterior packaging and visible merchandise damage. If you discover any issues, the driver MUST note "damaged" on every copy of the delivery receipt before you sign. This documentation is essential for processing damage claims.

Important: Failing to document damage at delivery forfeits your ability to file a claim for free repair or replacement.

Reporting Timeline:

• Send an email to coty@recreationathome.com of any shipping damage within 1 business day of delivery
• Submit photographs showing the full extent of damage within 5 days of your initial report

These photos allow us to process your claim efficiently and ensure you won't incur repair or replacement costs.

Do Not Refuse Delivery unless the shipment is completely destroyed (with damage noted on all delivery documents). We can resolve issues much faster when products remain at your location rather than being returned to the carrier. In many instances, we can ship replacement parts and allow you to use the item while awaiting repairs.

If you're uncertain about how to proceed, contact us before signing for or refusing any delivery.

Understanding the Proof of Delivery (POD): When your delivery arrives intact with all boxes present and no visible damage, you'll be asked to sign the POD. This is crucial: Your signature on a clean POD—without any damage notation—legally confirms you received your order in perfect condition.

Once signed without notation, damage claims cannot be filed, and you become responsible for any issues discovered later. This policy applies regardless of circumstances such as rushed deliveries, package size, limited assistance, or concealed internal damage.

Your signature = confirmation of perfect condition.

Installation

The freight company is not responsible for bringing your order inside or setting anything up. They will unload the package and leave it in a convenient location where it is safe. You will be notified of estimated arrival time to schedule a delivery appointment when you can be present. 

For installation, the delivery will be left at your location and an appointment will be scheduled with a local installer to come and complete the setup. The installers will unbox everything, move it to the location where you want it, and complete the setup. 

We will help you set this process up. Recreation At Home does not provide installation services. Instead, we use third-party installers across the country to ensure we have someone who can prompty install your pool table wherever you may be.