Returning an LTL Freight Order
You can return it. You should read this page first. Return freight on a pallet from your metro to Los Angeles typically runs $200–$800 — real money that comes out of your refund. We'd rather you picked right the first time.
Freight returns are expensive. Read the math before you start.
A $900 sofa returned from Miami nets around $315 after return freight and restocking. On borderline change-of-mind cases, you're often better off keeping the item and reselling locally yourself. If you're unsure, call (562) 568-8883 and we'll help you think it through.
If your freight arrives damaged
Transit risk is ours until the pallet is delivered to you. The delivery-day steps below protect your claim — do them every time, damaged or not.
- 1
Inspect every piece before signing
Look at every piece on the pallet before you sign the delivery receipt / POD / BOL. The driver waits — that's normal.
- 2
Write any damage on the BOL before you sign
Crushed packaging, punctures, wet packaging, broken pallet, missing pieces — write it on the delivery receipt, then sign.
- 3
Photograph everything — damaged or not
The freight, the packaging, the labels, and the pallet. Photos taken at the truck are the strongest evidence there is.
- 4
Email us within 48 hours
Photos + your order number to [email protected]. Concealed damage you couldn't see without unpacking: report within 48 hours of discovery, and no later than 5 business days after delivery.
- 5
Keep all packaging and pallet materials
Hold everything until we confirm in writing that your claim is closed — the carrier may need to inspect it.
How we make it right
Damage on arrival or an undisclosed defect, reported in time, is resolved at no cost to you. We choose the remedy — replacement parts → repair → replacement unit → partial refund or store credit → return with refund — taking the first that reasonably resolves the problem. If our fix doesn't resolve it within 30 days, you get a refund. Claims against the carrier are filed and owned by Francis Retail, and your outcome is never conditioned on whether the carrier pays our claim.
Signed a clean delivery receipt? If you sign without noting visible damage and report it later, we treat it as a concealed-damage claim — and the remedy may be reduced, but only to the extent the missing notation prevents us from verifying the claim or prejudices our recovery from the carrier. It is not an automatic forfeiture; the notation is simply your best protection.
Don't refuse delivery without calling us. Call (562) 568-8883 from the delivery location. Refuse only if we authorize it, or the shipment is damaged beyond use and you note the damage on the BOL. An unauthorized refusal is treated as a change-of-mind return — round-trip freight, carrier storage and reconsignment charges, and the applicable restocking fee come out of any refund.
Missed appointments. If no one is available during your confirmed window, the carrier's actual reattempt and storage charges apply before redelivery.
Example refund math
Three representative scenarios. Illustrative numbers — your specific return quote will vary based on metro, item weight, and current freight rates.
$900 sectional returned from Miami
Condition on return: Brand New, unopened (15% restocking)
| Original order | $900 |
| Less restocking | –$135 |
| Less return freight | –$450 |
| Net refund | $315 |
$1,200 patio set returned from Atlanta
Condition on return: Open Box Good, same grade (15% restocking)
| Original order | $1,200 |
| Less restocking | –$180 |
| Less return freight | –$330 |
| Net refund | $690 |
$650 shed returned from Phoenix
Condition on return: Brand New, opened unused (20% restocking)
| Original order | $650 |
| Less restocking | –$130 |
| Less return freight | –$245 |
| Net refund | $275 |
How it works
- 1
Email us within 7 days
Send your order number and current condition photos to [email protected]. We'll reply with an exact return-freight quote for your metro — usually within one business day.
- 2
Repackage on a pallet
Standard 40"×48" pallet, item + accessories strapped down, shrink-wrapped. Carriers refuse loose items. If you discarded the original pallet, any freight terminal or hardware store sells replacements.
- 3
We book the pickup (or you do)
We arrange pickup through our carrier network, bill you directly for the freight. Or book your own carrier — we provide the warehouse receiving address and BOL template. Either way, insure the item for its declared value.
- 4
Inspect at the warehouse, then refund
We photograph on arrival, grade the return condition, and email you the exact deductions (restocking fee, freight cost, any transit damage) before processing the refund to your original payment method.
What's eligible
- · Brand New
- · Open Box New
- · Open Box Like New
- · Open Box Good
- · Refurbished Like New — Damage & Defect Resolution only
- · Refurbished Good — Damage & Defect Resolution only
- · As Is For Parts — final sale, sold with all faults
Defect-only grades are still covered by our Damage & Defect Resolution process: report within 48 hours and we make it right at no cost — we choose the fix.
FAQ
What if my freight arrives damaged?
Inspect every piece before signing, write the damage on the delivery receipt/BOL before you sign, photograph everything (damaged or not), and email photos + your order number to [email protected] within 48 hours. Keep all packaging and pallet materials until we confirm your claim is closed. We make it right at no cost to you — we choose the fix (replacement parts, repair, replacement unit, partial refund or store credit, return with refund), taking the first that reasonably resolves the problem, and if our fix doesn't resolve it within 30 days you get a refund. Carrier claims are filed and owned by us — your outcome is never conditioned on whether the carrier pays our claim.
Why is return freight so expensive?
LTL (less-than-truckload) pallet freight from your metro back to our Los Angeles warehouse runs $200-800, depending on distance, pallet weight, pickup accessibility, and whether you need liftgate service. A sectional coming back from Miami is a different economic question than a rug coming back from San Diego. We negotiate return rates through the same carrier that delivered it (typically Warp), but the underlying freight math doesn't change much.
Can I save money by arranging my own carrier?
Yes — you're welcome to book any licensed LTL carrier for the return. We provide the warehouse receiving address, dock hours, and a BOL template. In practice, our negotiated rates with Warp are competitive for the major LA-origin lanes, but if you have a carrier relationship of your own, use it.
Do I need to repackage the pallet?
Yes. The item needs to be on a pallet, shrink-wrapped, with any loose hardware or accessories boxed and strapped to the pallet. Carriers will refuse loose-loaded items or return them at your cost. If the original pallet and shrink-wrap were discarded at delivery, you can source replacements at any freight terminal or hardware store — a standard pallet + one roll of shrink-wrap is $35-50.
What if damage happens during return freight?
On a change-of-mind return you arrange, return-transit risk is yours. We photograph condition on arrival at the warehouse, grade it, and email you the exact deductions — including any documented transit damage — before processing the refund. Protect yourself by putting the item's declared value on the return BOL: most carriers default to very low liability without a declaration ($0.10/lb), so a $1,200 sectional at 200lb is covered for only $20 undeclared. (Damage on the original delivery TO you is different — that's handled under our 48-hour Damage & Defect Resolution process at no cost to you.)
How long does the whole process take?
Email us within 7 days of delivery to start the return. Booking pickup usually takes 3-7 days. Transit back to LA runs 3-8 business days depending on your metro. Warehouse inspection and refund processing adds another 3-5 business days. Total: roughly 2-4 weeks from email to refund in your account.
What's the cutoff?
7 days from the delivered-to-you date. You must email us by that date to lock in eligibility — the pickup and transit happen after. After 7 days, no change-of-mind returns on freight orders, only defect claims within the original 48-hour window.
Starting a freight return?
Email your order number and current condition photos. We'll reply with an exact freight quote for your metro so you see the full refund math before committing.