We ship our machines using a trusted delivery partner to ensure your machine arrives safely. We use different carriers depending on where each machine is being shipped to.
Delivery Coordination & Scheduling
Our delivery partner will contact you to set up a delivery time after your machine leaves our shipping facility. This is typically done via phone, with email as a backup. Please note that text messaging is not used for these communications. If you do not schedule a delivery time with the carrier, your machine will not be delivered.
Who to Contact
If an appointment has been set up and you have the terminal information, it’s usually best to contact the terminal directly with any questions or concerns. However, some terminals can be difficult to reach, so if you’re having trouble, feel free to email us for assistance. If you're worried about your shipment or need to check its status, follow these steps:
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- Check your email for tracking information and any communications from the delivery partner.
- Contact your delivery partner directly if you have the terminal information.
- Submit a support ticket and we will help you get in touch with your delivery partner.
Shipping times and processes can vary slightly depending on the product you've ordered and your location. We're here to ensure that your Dr. Dish experience is smooth and positive, from the moment you place your order to the moment it arrives at your door.
How the Delivery Works
All Dr. Dish machines are delivered by carriers using large trucks. Depending on your chosen shipping option, the machine will be dropped curbside or brought to another accessible location. Deliveries will only occur during the scheduled time you arranged with the carrier, and someone must be present to sign for the delivery.
- Dr. Dish Home: For Dr. Dish Home machines, standard delivery is curbside. Which means it is dropped at the end of your driveway. If you prefer the machine to be delivered up to your garage or porch, this option must be selected at the time of purchase.
- Dr. Dish Commercial: For Commercial machines, delivery is typically to the loading dock area or another specified place on campus or a business, as discussed when making the delivery appointment.
Do You Need to Be Present?
Yes, an adult needs to be present to sign for the delivery. This can be you or someone else you’ve delegated to handle the receipt.
Inspect Your Shipment Immediately
As soon as your Dr. Dish machine arrives, it’s important to inspect it right away:
- Check the box and contents: Look for any signs of damage to the box or the materials inside. If there is any damage, take photographs for documentation.
- Report issues quickly: If you notice anything off, please email us at info@drdishbasketball.com within 24 hours. This will help us address the issue and make it right as quickly as possible.
Packaging
- Dr. Dish Machines: The machine will arrive on a pallet, with a box sleeve banded securely to the pallet. You can expect this package to be similar to other large appliances, like refrigerators. The box contains the product name, so if this is a gift, please plan accordingly.
- IC3 Shot Trainer: The IC3 comes in a 40”x22”x6” graphic box that’s banded securely. The box contains the product name and images, so if this is a gift, please plan accordingly.
Moving Your Machine After Delivery
Once the machine has been delivered, you can assemble it where it’s been dropped off, or you can move it to your desired assembly location. To safely move your Dr. Dish machine, which weighs between 270-293 lbs, it’s important to prepare properly. Here's what we recommend:
- Use the Right Equipment: The wheels on the machine are not designed for rough terrain. We suggest using a hand truck, dolly, or an all-terrain cart (available as a Dr. Dish accessory) to transport your machine to its intended location.
- Keep It Upright: Always keep the machine upright while moving it to avoid any damage.
- For Pallet Transport: If you want to move the machine while it’s still on the pallet, you’ll need a pallet jack or forklift.
Special Circumstances
- Rescheduling Delivery: If you need to reschedule your delivery, and an appointment has already been set, it’s best to contact the terminal directly to make changes. Terminals can sometimes be difficult to reach, so if you're having trouble, submit a support ticket for assistance.
- Late Deliveries: We work with third-party delivery services, and while you can opt for guaranteed delivery for an extra fee, sometimes delays are unavoidable. If your delivery is late or doesn’t arrive as expected, reach out to the carrier to check on the status. If you need assistance in reaching the carrier, reach out to us
- Incorrect Address: If you want to change the delivery address after the machine has been shipped, please contact us as soon as possible. A re-consignment fee, between $50-$150, will likely apply. If the address provided at purchase isn’t correct, and your machine gets sent back to us, you’ll be responsible for the additional shipping costs to have it sent out again. Make sure the address you provided is correct by checking your order confirmation email.
- Bad Weather: While weather conditions may impact delivery timing, the carrier will still deliver your machine as soon as possible. Depending on the severity of the weather, the carrier may reschedule. If you have concerns about the weather, reach out to your delivery carrier to check on the status of your order. It’s important to ensure the equipment is stored inside as soon as it arrives to protect it from the elements.
- Long Driveways: If you have a long driveway and need the machine delivered farther than the curb, you’ll need to select the “Porch or Garage” option at the time of purchase to ensure the carrier can bring it closer to your home.
- International Deliveries: For our international customers, particularly those purchasing through dealers, the delivery process may be slightly different. We do our best to provide an ETA, but tracking information might not always be available.
What if there are issues with your shipment?
At Dr. Dish, we want your machine to arrive in perfect condition and on time. However, sometimes issues can arise during shipping. Here’s what you should do if you encounter any problems with your delivery.
- Obvious damage: If you notice obvious damage when the delivery arrives, refuse the delivery, and let us know right away.
- Note issues on the delivery receipt: If you accept the shipment and notice any issues, make sure to take pictures of them and note them on the delivery receipt.
- Appointment times: When setting up a delivery appointment, keep in mind that if the end time cannot be met, the delivery will be rescheduled for the next day. Try to choose an appointment time that fits your schedule as late as possible in the day.
- No-shows or no movement on tracking: If your shipment isn’t moving or there’s a no-show for your delivery, contact us for a status check.
We’re here to ensure that your Dr. Dish equipment arrives safely and that the delivery process is as smooth as possible. If you have any questions or need assistance, feel free to reach out to our Support+ Team by submitting a support ticket.