Welcome! We are happy to assist with all of your shipping questions.
When Will I Have My Order?
Our Production and Lead Times Page will allow you to check order status at any time. It also provides the current lead times of all of our handcrafted equipment, and lists all of the White Glove Carrier freight route details.
For a copy of your order confirmation/receipt or to reference tracking numbers, you can also log into your account.
For more background on the timing of our handcrafted products, check out our “Why Lead Times?” article.
How to Track an Order?
Tracking numbers are automatically emailed to the email address that you provided with the order. If you have not received a tracking number within the expected lead time, please check your email spam folder.
You can also log into your account or visit our Production and Lead Times page to check order status.
Tracking Ground Shipments:
If your order is traveling with a White Glove Carrier, you will not have a tracking number. Rather, you will be notified by email when we have determined a truck will be heading to your area soon, and then we will contact you again when the truck leaves our shop. After that, the driver will be in touch with you directly as they travel. Please see “Freight Orders” for more details.
White Glove Carrier Schedule/Route
We post our upcoming White Glove Carrier delivery routes on our Product Lead Times Page.
Additional routes are being planned all the time. So if you miss a truck, have no fear. More routes will be coming soon. If need be, we can execute an alternate delivery method.
Carriers
To remain within the parameters of FREE SHIPPING, Smoky Lake reserves the right to choose the carrier and to schedule the delivery. Our carrier choices are based on a wide array of parameters such as the destination location, as well as the carrier’s availability / specialty / insurance / track record for safety, and other parameters. We consider all these factors in order to ensure the best possible outcome for our customers.
Our preferred carriers for regular ground shipping includes USPS, FedEx, and SpeeDee Delivery. For details on Freight carrier options, see the Freight section of our Shipping Support page.
If your shipment requires multiple boxes, it is very possible we could send each box with a different carrier. It is also possible for each box to arrive on different days despite us shipping them all at the same time. We provide tracking numbers so you can track each box.
If you need to request a specific carrier for whatever reason, please indicate this in the ORDER NOTES field when you place your order. We’ll do our best to accommodate. You may be responsible for the difference in shipping cost.
Location Eligibility
We offer free shipping on most products within the continental USA. We offer discounted shipping rates to Hawaii, Alaska, Canada and beyond.
Each of the various options for freight shipments have their own location requirements/parameters as described in the freight section of this page.
For any shipment that falls outside the parameters of our free shipping program, we will collect payment for the discounted shipping cost in a separate transaction once we have the shipping quote available. I’m sorry our website does not know how to calculate discounted shipping costs ahead of time.
To avoid any international shipping charge, some Canadian customers have their order shipped to the border for free and then they carry the equipment across the border themselves. You will just need to provide a valid US address — such as a UPS Store — and we will provide the free delivery to your specified location.
Sorry, we can NOT accept a PO Box as a shipping address because most of our carriers are not able to deliver to a PO Box.
Products Eligible for Free Shipping
There are only a few exceptions of products whose prices do not include free shipping. (Example = Pallet quantities of glass bottles and reverse osmomsis systems/parts). Whenever extra shipping must be charged, we will collect payment for shipping in a separate transaction once we have a discounted shipping quote available.
Changing the Destination Address
If you request/require us to cancel or reroute your shipment after it has been scheduled or picked up, you will be responsible for any/all fees associated with making those changes. The fee will vary from carrier to carrier. Please understand that after a package has left our hands, we cannot guarantee that a re-route is possible, but we will do what we can to help.
Undeliverable Packages
If a shipment is undeliverable and/or returned to us, the customer is responsible for any/all fees associated with that shipment.
Smoky Lake will reach out to you to see how you would like to proceed.
Splitting Shipments
We strive to ship all items on an order(s) together at the same time. In this way, we are able to eliminate any potential confusion related to shipping parts at different times. This policy also helps us offer you the highest accuracy.
That being said, there are sometimes cases where timing is critical and you may desire a split shipment. (“Split shipment” means we would ship in-stock items ahead of any items which require more patience.) You can certainly request a split shipment here. We are here for you and happy to help.
Signing for Packages
Although Smoky Lake does not request signatures, the carrier may decide to require a signature for various reasons.
If the carrier requires a signature, but nobody is available to sign, the carrier may hold your package temporarily at their facility and require you to pick it up. If you do not pick it up within a “reasonable” amount of time, the package will be labeled as undeliverable. In that case, you would still be responsible for any shipping costs we had incurred and/or the cost of return shipping if applicable. (See Undeliverable Packages)
If you have a Freight Order, please see “How To Receive Freight” for more important information.
Expedited Shipping
Overnight or two-day ground shipping can sometimes be accommodated during the summer months upon request. However, we must stick to our standard shipping offerings during our busier months. This allows us to work most efficiently, which is to everyone’s benefit.
For your peace of mind, our standard ground shipping has proven to be very reliable and efficient. To be honest, in many cases, our standard ground shipping ends up being just as fast as the more expensive ”expedited” shipping methods.
That being said, if you are still concerned with timing, we do offer local pick up at our headquarters in Hilbert, Wisconsin. Simply select LOCAL PICK UP at check out and contact us at (920) 202-4500 to let us know when you will be here.
Which Orders Travel As Freight?
Generally speaking, freight refers to anything larger than a 2 x 4 Flat Pan, or larger than a Full Pint Hybrid Pan.
While it is most common for the Dauntless and StarCat Evaporators to be shipped via FedEx Ground, we will still opt to deliver these hobby evaporators via our White Glove Carrier Network if there is a route heading through your area.
How Are Freight Carriers Selected?
Freight shipments will be scheduled within our white glove carrier network whenever possible. Alternatively, Smoky Lake also works with commercial carriers such as Dayton Freight, FedEx Freight, etc.
For the Free Freight shipping offer, we offer THREE options. Below, we outline the benefits and considerations for each option and the logistical requirements of each: White Glove Carrier Network , Common Carrier, and Freight Terminal Pick Up below.
White Glove Carrier Network (Preferred)
BENEFITS: This is the safest way to ship freight, and allows us to provide a much more personal experience. Hence, this is always our preferred method of delivery. These drivers specialize in carrying maple equipment and they bend over backwards to accommodate our customers whenever possible. These drivers are great about calling ahead of time and keeping you informed as they make their way through their route (assuming cell reception is available). They are also happy to accommodate residential delivery whenever logistically possible. (See WHITE GLOVE CARRIER REQUIREMENTS below).
CONSIDERATIONS: White glove carrier routes are limited. You may need to be patient while we plan and schedule a route through your particular area. Also, white glove carriers go from house to house to house, moving as swiftly as possible. Hence, they do not have the luxury of scheduling very specific appointment times with you. They will give you their best estimate regarding their arrival time and they will keep you posted as they travel.
WHITE GLOVE CARRIER REQUIREMENTS: Please be kind and flexible. Remember, these drivers are doing everything they can to accommodate your wishes. These drivers are often towing large trailers or driving semi trucks. Due to the realities of maneuvering these larger rigs, your delivery address MUST meet the below criteria to ensure smooth delivery.
Common Carrier
BENEFITS: Common Carriers can sometimes reach locations that our white glove carrier routes cannot. They also have more regularly timed routes. You will receive a tracking number. Equipment is palletized.
CONSIDERATIONS: We can do non-rural commercial addresses with this option, but NOT residential. (See COMMON CARRIER REQUIREMENTS below). Often with a common carrier, the pallets are transferred to several different trucks before reaching the destination. For the safety of your equipment, we will do our best to limit the amount of handling and find a carrier with most direct route.
COMMON CARRIER REQUIREMENTS:
Freight Terminal Pick Up
BENEFITS: This is great for folks whose delivery address does not work for White Glove Carriers nor Common Carriers. Work with the terminal to schedule a pick up time that works best for you.
CONSIDERATIONS: Terminals can not hold your equipment for extended periods of time. If you do not pick up your order in a timely fashion, they may need to charge a storage fee OR send the pallet back to Smoky Lake. (Requirements vary by carrier.) We can only send freight to an “approved” terminal for our free freight program. (Unapproved terminals may either be unavailable or may require an additional shipping charge.)
FREIGHT TERMINAL REQUIREMENTS:
Options Outside The Free Freight Program
If you prefer to work outside the parameters of our free shipping options (White Glove Carrier, Common Carrier, Freight Terminal Pick Up), please let us know and we’ll do our best to accommodate your wishes. Once we identify the best solution for your situation, we will provide you with a discounted shipping quote to be paid before shipping.
Inspect Before Signing
FREIGHT SHIPMENTS MUST BE INSPECTED FOR DAMAGE BEFORE YOU SIGN FOR THE SHIPMENT. When you sign your name on the freight carrier’s delivery slip you are stating that the freight has arrived in perfect condition, and you are releasing the freight carrier of any liability. Smoky Lake Maple Products, LLC will be unable to recover any insurance money or offer any replacements or discounts if you sign without noting any damages on the delivery slip.
If your product is damaged in freight shipping, make sure the damage is noted in detail on the delivery slip and then contact us IMMEDIATELY with photos of the damage.
Unloading From the Truck
Most often, the driver will NOT be able to remove your order from the truck by themselves. It will be YOUR responsibility to have 2 – 4 strong, able-bodied adults available to assist with unloading/receiving the equipment from the semi.
A forklift will be required if:
You ordered an evaporator that is 8 feet long or larger
If your evaporator is traveling with a White Glove Carrier, the evaporator will not be on a pallet. In this case, the driver will facilitate unloading your shipment in smaller bundles to make handling easier. For example, with an evaporator delivery, you would unload the hood first, the pan second, then the stack pipe, etc.
Timing
Please understand there are certain limitations of each delivery method.
Understand your delivery method in the “Free Freight Delivery Program” section above.
Limited Access Locations
Upon delivery, if a driver determines that your location is too small or restricted for their vehicle/trailer, or if the road/driving conditions are deemed unsuitable, then the driver may need you to receive your delivery at an alternate location. Please understand that this is not the fault of the driver nor Smoky Lake. These deliveries can be logistically challenging for a large vehicle/trailer. By working together, we can get your equipment delivered safely.
Testimonials Related to Freight
Whether your shipment goes without a hitch or you think something could be improved, do not hesitate to contact us to share. This helps us determine the right carriers for future deliveries and it also helps us understand each carrier’s strengths/weaknesses.
If you would like to leave a formal, public testimonial about your freight shipment — whether good or bad — please review the actual carrier directly rather than rating Smoky Lake for the delivery. That way, that company will hear your voice and Smoky Lake will not be rated for a service it did not perform.
Please understand that most often, the freight carriers are NOT Smoky Lake employees. Please do not expect your delivery driver to set up your equipment. Please call Smoky Lake headquarters for any equipment-related questions.
Reach Out to
the Support Team
Average response time
One business day
Also available by phone:
920-202-4500
Shipping Support
Whether you have questions about an upcoming shipment or you need help with a shipment you just received, we are happy to help.