The freight-shipping template is offered on a request-only basis and is available only for heavy and bulky items that require less-than-truckload (LTL) shipment:

• package weight >= 50 lbs OR
• package length >= 96 inches OR
• package length + 2 *(package width + package height) >= 130 inches

These deliveries require you or your carrier to contact the customer after the order was placed to set up a delivery appointment. We require an on-time delivery rate of 97%. You have two options to set up an appointment:

1. Arranged Freight Delivery: This option requires you, or your carrier, to contact the customer via phone or Buyer-Seller Messaging within 2 business days of the order being placed, to set up a delivery appointment time. At checkout, customers are notified that they will be contacted to arrange the date of the delivery, and are given an option to update their phone number. This is the default shipping option, and will always be enabled for products listed on the freight-shipping template. Note that all calls to customers should happen between 8am - 8pm based on the customer’s local time zone.
2. Scheduled Delivery: The customer will have the option to pick any available delivery slot at their convenience. You can use Seller Central to offer either day or day and time slots during which you or your carrier can deliver. This is an optional shipping method for freight templates, and you will have the choice to enable this ship option alongside Arranged Freight Delivery. If the customer selects Scheduled Delivery, you are not required to contact them post-order. All Scheduled Delivery orders will have a “Scheduled Delivery” message displayed on the Manage Orders page along with the date of delivery.

You are required to provide a shipment tracking ID and carrier name when confirming your order on Amazon, for all the orders shipped via Arranged Delivery or Scheduled Delivery.

If you are interested in the freight-shipping template, first complete this form. Once enabled, to set up the template:

1. From the Settings drop-down on Seller Central, select Shipping Settings.
2. Click Create New Shipping Template.
3. Select Freight Shipping, or choose from one of your existing freight shipping templates, and then click OK.
4. Once the new Freight Shipping template opens, enter a Shipping Template Name and assign a Rate Model.
5. After assigning the rate model, you can also assign a residential shipping fee to be automatically added to orders with a residential ship-to address.
6. Set your Shipping Options, Regions and Rates.
7. Click Save at the bottom of the page.
8. Add SKUs to your new shipping template.

FAQs:

What should I do if I am unable to contact the customer?

You or your carrier should try to contact the customer at least 3 times via either phone or Buyer-Seller Messaging. After the third failed attempt you should send a message using critical Buyer-Seller Messaging. If the customer still doesn’t respond you should cancel the order, and email the customer with the reason for the cancellation.

What should I do if the order did not include the customer’s phone number?

If the customer’s phone number is not available, reach out via Buyer-Seller Messaging.

What should I do if my carrier or I attempt a delivery at the appointment time, but the customer is not present to accept the delivery?

Your carrier must attempt the delivery a second time if the first attempt failed because the customer was not present. After the second delivery attempt, you can contact Selling Partner Support to report the issue and cancel the order. You must inform the customer the reason their order was canceled.

What should I do if my carrier or I can’t deliver at the appointed time?

If the delivery fails because of issues related to you or your carrier, you must offer to reschedule with the customer for free. If the customer prefers to cancel the order, you must accommodate their request.

Let me know if you have questions in the comments below!