Delivery FAQ

Will I receive a tracking number? +

Yes, when your order has been shipped you will receive an email notification with your tracking information, however, the freight company may call you before we have a chance to post your tracking number.

I received my tracking number, but it is not working on the carrier's website. +

If your tracking number is not working, wait 24-hours and try tracking it again. Sometimes tracking numbers are posted prior to the freight leaving our warehouse.

How will I know when my order is out for delivery? +

The freight company will call you at the shipping phone number provided in advance to schedule a delivery appointment.

What should I do if the freight company asks me to pick up my unit from the terminal? +

On rare occasions the freight company may not be able to deliver to your location. This usually occurs when you live in a rural location with a road not suitable for a semi-truck. In this scenario, you will need a truck or trailer to pick up your unit from the nearest freight terminal. If you are unable to pick up your unit, you may contact our customer service team to change your delivery address. If you were charged for residential delivery, please give us a call and we will issue a refund for your shipping. 

Do I need to be home to take delivery? +

You do not need to be home to take delivery, however, an adult age 18 or older must be home to take delivery on your behalf.

Will my delivery driver put my crate inside my garage? +

This is up to each delivery driver. Most of the time, if your driveway is short, paved, and level, the delivery driver will use his/her dolly to move your crate to your desired location. If your driveway is long, unpaved, or steep, the delivery driver will unload your crate at the base of your driveway.

Is it normal for oil to leak out during transit? +

Yes, it is normal to receive your unit with some oil on the cardboard. During transit the freight company can place the crate on its side or upside down, causing oil to leak out. This will not cause any damage to your engine; however, it may cause the engine to smoke a little during the first hour of operation.

What should I do if my unit arrives with damage? +

Don't worry, some damage to the shipping crate is normal. Every order we ship has freight insurance. The shipping crate may look really bad, but most of the time the contents is unharmed. The shipping crate is designed to absorb impact and protect your item inside. If your shipping crate is damaged, please note it with your delivery driver on the shipping invoice. If your unit is damaged, simply submit a Help Request and we will ship you replacement parts free under warranty. Please watch our short video above regarding crate acceptance.

I just received my order, what should I do next? +

Always remove the outer cardboard and plastic packaging first. Once you've removed the outer packaging, thoroughly inspect your unit for any concealed damage before removing the metal cage. If you suspect damage, STOP. Please submit a Help Request or contact our Customer Service Team before you proceed. Do not dispose of your packaging until after your unit is assembled, it is very difficult to ship an item back without the original packaging.

Freight Delivery & Crate Acceptance Guide

Please review this guide before your shipment arrives. These steps help protect your purchase and ensure full warranty coverage.

1. Before You Sign for Delivery

When your shipment arrives, take a moment to inspect the outside of the crate while the driver is still present. Walk around the entire crate and look for any signs of damage, including:

  • Holes, punctures, or tears in the cardboard or metal cage
  • Broken, loose, or missing bands/straps
  • Crushed corners or bent metal framing
  • Wet spots, oil stains, or signs of fluid leakage
  • Torn, opened, or re-taped packaging

Tip: Always take photos or a short video of all sides of the crate—this protects you in the event of concealed damage.

2. If You See Any Visible Damage

Do not refuse the shipment. Instead, please follow the steps below:

  1. Take clear photos and videos of each damaged area.
  2. Notify the driver and make sure they acknowledge the damage.
  3. Write notes on the delivery receipt/BOL before signing. Use one of the following:

• “Crate damaged – subject to inspection.”
• “Packaging damaged – possible concealed damage.”
• “Hole in crate / crushed corner / broken banding.”

Do not sign the delivery receipt as “received in good condition” if damage is visible.

3. If the Crate Appears in Good Condition

If no damage is visible:

  • Sign the delivery receipt normally.
  • Still take a few quick photos of all sides of the crate. These are extremely helpful if concealed damage is discovered later.

4. After the Driver Leaves – Opening the Crate

Carefully remove the packaging and inspect the unit for accuracy and condition. Check for:

  • Correct model and color
  • No dents, scratches, or broken parts
  • All accessories and hardware included

If you discover concealed damage, please notify us within 24 hours or ASAP by submitting a Help Request on the support page of our website.

Please incude:

  • Your order number
  • Photos of the crate before opening
  • Clear photos of the damage
  • A brief description of the issue

5. Important Notes

  • Freight carriers will only approve damage claims if issues are documented at the time of delivery.
  • Your warranty remains valid as long as crate-acceptance procedures are followed.
  • Do not refuse a delivery unless instructed by our support team.

Quick Checklist

  • Walk around the crate before signing
  • Take photos/videos of all sides
  • Document any damage on the BOL
  • Have the driver acknowledge your notes
  • Keep a copy of the signed delivery receipt

Thank you for your cooperation and for choosing TrailMaster Powersports!