Delivery & Receiving Guide

Buying a high-performance recovery system is different from buying a standard parcel package. These are large, heavy freight shipments (300lbs+) that require specific handling. Please read this guide to ensure a smooth delivery experience.

Phase 1: Scheduling

Once your order ships (usually in 1–3 days), you will receive a tracking number.

  • The Call: When the shipment reaches your local terminal, the freight carrier (e.g., Estes, R&L, SAIA) will call you to schedule a delivery appointment.
  • Be Ready: You must be physically present during the delivery window to inspect and sign for the package.

Phase 2: The "Curbside" Delivery

We provide Free Curbside Delivery. Here is what that means:

  • The Truck: The driver will arrive in a large truck with a liftgate.
  • The Drop: They will lower the pallet to the ground at the end of your driveway or curb.
  • Your Job: The driver cannot enter your home, garage, or backyard due to liability. Please have a dolly or a friend ready to help you move the boxes from the curb to your desired location.

Phase 3: The Inspection (Critical)

Do not let the driver leave until you have inspected the box. Your signature on the receipt confirms that the item arrived in Perfect Condition.

  • Look for: Crushed corners, gouges in the cardboard, or holes.
  • If the box looks beat up: Write "DAMAGED BOX - SUBJECT TO INSPECTION" clearly on the driver's paperwork before you sign your name.
  • If the unit is destroyed: Refuse the delivery. Do not sign for it. Tell the driver "I am refusing this due to catastrophic damage" and contact us immediately.

Phase 4: The 24-Hour Unboxing

You have exactly 24 Hours from the moment of delivery to open the boxes and check for "Concealed Damage" (damage that wasn't visible from the outside).

  • If you find a crack, dent, or missing part, take photos and email support@tenetrecovery.com immediately.
  • Note: Claims made after 24 hours are frequently denied by the freight carriers.

Returns Summary

We want you to love your recovery setup. However, if you need to return an item due to space constraints or preference:

  • Window: 30 Days from delivery.
  • Condition: Must be unopened/uninstalled in original packaging.
  • Fees: A restocking fee (15-25% depending on brand) applies, and return shipping costs are the responsibility of the customer.

For our full legal terms, please view our Refund Policy.