FAQ:

Why is AC Delivers best qualified to move my antique furniture? Our company has origins that incorporate the transportation of fine and antique furniture dating back to over 35 years.  You will be dealing with a community of people who have experience handling antique furniture and have a working knowledge in the finer aspects of the antique world.  We know what you mean when you say you have a Victorian Parlor Set that you want moved, or a Stickley Sideboard.  AC Delivers handles hundreds of deliveries of antique furniture a week with a large fleet of trucks and a multi-state network of warehouses, and we can deliver items worth one hundred dollars with the same care and expertise as collections worth one million dollars. Our drivers are very courteous and will go the extra mile to ensure that you are completely satisfied with your move.

What kind of information should I have ready when I call or email for a shipping quote? Please provide the eBay item number or dimensions of the items, the pick up & delivery zip codes, sale value, & your phone number. Any other pertinent information, such as first floor delivery, etc, should be included as well, so we may be able to determine the most accurate quote.

Why should I include an EBay number when I submit my quote request? While we can provide you with a quote to ship your furniture based simply on the measurements of the item(s), we can provide you with a most accurate and fair quote if we can see a picture of the item you want to ship.  For example, if you are shipping a vanity with a detachable mirror, we will most likely be able to tell from a photo that the mirror is detachable, and therefore your quote may be more cost effective than for a vanity without a detachable mirror.  If you do not feel comfortable providing an EBay number, feel free to e-mail a photo along with your request.

What are your business hours? Customer service is available Monday through Friday, 8:30 AM to 4:30 PM EST for all questions & for Estimated Time of Arrivals. The quotes department is available from 8:30 AM to 5:00 PM EST. Please feel free to call us at 1.866.506.5477.

Can I track my order? Once an item is picked up, an AC Delivers rep will email the delivery customer a tracking number. You can call our customer service department at 1.866.506.5477 anytime during business hours (8:30 AM to 4:30 PM) for an update on the status of your shipment.

How long does it take to get a reply for a quote request? You may E-mail for delivery quotes anytime, and we will get back to you within 24 business hours (usually much faster). We are available to take phone quotes Monday through Friday, 9AM to 5PM EST.

What type of benefits do I get if I purchase your optional Damage Protection Plan? We provide an excellent Protection Policy that includes a full restoration of your item if any injuries are incurred. Please see our Damage Protection Plan page for more info.

How much does your Damage Protection Plan cost? The Protection Plan is based on the sale value of the item. It costs $25.00 for the first $1,000 of value & $15.00 for each additional $1,000 of value thereafter.

Are there areas that you DO NOT deliver to? AC Delivers ships nationwide, but our in-home, 30-60 day time frame is available only within certain continental US states. We offer only crate & driveway service to Wyoming, Montana, North Dakota, & South Dakota. Please see below for more info regarding extended time frame areas.

What happens if I am unable to meet the delivery truck when I am scheduled for delivery? Our driver will contact the customer 24-48 hours prior to delivery. If our driver cannot make contact with the delivery customer while scheduled to be in the area, or if customer is unavailable, then the item will be rescheduled for delivery the next time we will be in the delivery area. **Unavailability on the part of the customer will result in a delay in the delivery of the order. **

Why blanket wrap? Shouldn’t I have my items crated? Blanket wrapping is the safest, most efficient, & environmentally sound method of shipping your delicate antique furniture.  Items that are particularly fragile or exceptionally expensive may need to be crated, for insurance purposes (additional cost for custom built crate will apply).  We will determine this with you at the time of quoting the transportation of your item.

Can I come pick an item up from your warehouse? Items may be picked up Tuesday-Thursday, 9AM to 3PM EST from our Maine warehouse. If you have paid us for a in-home or office pick up of the item & and had it delivered to our Maine Warehouse, then there is no extra charge for picking the item up. For pick up of items already stored at the Maine Warehouse, please contact the seller of your items for pick-up costs. Please be sure to call us during business hours at 1.866.506.5477, 24 hours prior to arrival, so that we may have your items ready for pick-up. Sorry, we cannot assist in securing your items due to insurance regulations & you must bring your own packing supplies. PLEASE NOTE: Maine Sales Tax must be paid to seller of item for ALL pick ups at our Maine Warehouse!!

Unfortunately, we are unable to allow pick-ups at our other warehouses.

Do you ship pianos or other extremely large & heavy items? We do ship large & heavy items, but circumstances vary, so please call us for more information.

Can I get a discount if I ship more than one item at a time with your company? If you are shipping more than one item from the original pick-up location to the same final destination during the same trip, there is a considerable discount in shipment!

How do you determine the cost to ship my item(s)? Generally speaking, there is a minimum charge for deliveries of any size (there are some extenuating circumstances where our minimum does not apply). Beyond our minimum, costs are based on the cubic space the item requires on our trucks. We occasionally factor in the pick-up & delivery locations as well as the distance between the delivery & pick-up, and the fragility of the item, but these are factored in extreme or unique situations.

Do I have to have a driveway? No, but please keep in mind that our truck must be able to park within 50 feet of the delivery location entrance.

What if I want my furniture delivered to the second or third floor of my home? If you require a delivery involving stairs, our policy is as follows: As long as the driver deems the delivery to be safely made without injury to him, your items, or your property, there is a charge of $60 per hour charged in 15 minute increments. This is in consideration of the extra time and labor involved. The payment for this is due to our drivers at the time of pick up and/or delivery. If you have any further questions about this policy please contact our office during business hours.

Why is it up to the drivers to determine if it is safe to make a delivery involving stairs? This policy is to protect our drivers in situations that are not safe for themselves or the furniture they are moving. Since we can’t be there to see for ourselves at the time of booking whether circumstances are safe, we decided that the next best thing is to let our guys decide for themselves.

Is there an additional cost to have you help set up my items? Our complementary in-home assistance with set-up is limited to 30 minutes per delivery once items are in the home. Additional time for set up can be arranged either at the time of booking or at the time of delivery & is billed at $85 per hour in 1-hour increments. Please feel free to contact the quote department for further questions regarding this policy.

What if the seller requires the item to be picked up now, but I do not want delivery for a few months from now? If you are moving, or your home is not ready for your furniture deliveries, as part of our pick-up/delivery service you may store your items with us for a minimal fee until you are prepared to receive your delivery.

Do you have fuel surcharges? We have NO fuel surcharges. There will never be a fuel surcharge when shipping with AC Delivers.

Do you share truckloads with other companies? We do not share loads with other trucking companies—our drivers work exclusively for us & our trucks only ship our own orders.

Thursday, August 21, 2008