E-commerce Last Mile Delivery for Larger Items

When a customer orders a small product online, the last mile is simple: a parcel carrier leaves a box at the door. When the order is a 300-pound refrigerator or a six-foot sofa, that model breaks down. Nobody can carry the item up the steps alone, the customer is often not home for a doorstep drop, and a damaged item usually means a lost sale, a return and a bad review.

The last mile for big and bulky goods is a service, not a shipping label. It needs a crew that can lift safely, protect the product and the customer’s home, work through stairs, elevators and narrow doorways, and finish the job so the customer can use the product the same day. That is the work we do for e-commerce brands.

Because the customer experience at the doorstep is the last thing a shopper sees from your brand, we treat it that way. Our crews arrive in a clean uniform, introduce themselves, and handle the item with the same care you put into the product page.

We deliver the items that do not fit a parcel network. If it is heavy, long, fragile or awkward, a two-person crew can move it.

• Furniture: sofas, sectionals, beds, dining tables, dressers and desks.
• Major appliances: refrigerators, washers, dryers, ranges and dishwashers.
• Fitness equipment: treadmills, ellipticals, racks and home gyms.
• Mattresses, large mirrors, art and other items that need careful handling.
• Hot tubs, spas and other oversized products that ship palletized or crated.

Furniture delivery and assembly

Not every order needs the same level of service. We match the service to the product and to what you promise the customer at checkout.

White glove delivery services

1. Send us the order details: item type, dimensions, weight, pickup location, delivery address and any access notes such as stairs, elevators or tight doorways.
2. We quote the delivery based on the item, the distance and the service you need, from curbside to full in-home setup.
3. We pick up from your warehouse, fulfillment center or store. Items are blanket wrapped or kept in their crate or pallet.
4. We coordinate the delivery date with you and the recipient, then a two-person crew delivers to the address.
5. The crew places the item in the room of choice, sets it up or installs it if you ordered that, and removes the packaging.
6. The recipient inspects the item and signs for it, and any damage is noted at the door.

• A two-person crew, background-checked and drug-screened.
• Pickup from your warehouse, fulfillment center or store.
• Blanket wrap protection, or delivery in the original crate or pallet.
• Delivery to the doorstep, inside the home or to the room of choice, depending on the service level.
• Assembly, installation and setup for items that need it.
• Debris and packaging removal.
• On-site supervisors and daily crew audits.
• Signed delivery paperwork for every order.

Delivery and installation services

This table is a general guide. We confirm the right service for each product when you send the details.

Large items come back too. We pick up returns, exchanges and damaged-in-transit items from the customer’s home and deliver them to your warehouse, a refurbisher or a liquidator, whichever you instruct. We do not decide what happens to the item, we follow your instructions.

A smooth returns process matters as much as the first delivery. When a return pickup is easy for the customer, they are more likely to order from you again, and the item gets back into your hands in good condition.

If you need a place to hold inventory or returns between moves, we offer storage in our Richmond, VA warehouse, from 1 to 100+ pallets.

Reverse logistics and returns pickup

Large item volume spikes around holidays, moving season and big sales. Tell us about expected volume as early as you can, and we will plan crews and trucks around it. We are available 24/7, so we can work around your pickup windows and the delivery windows your customers want.

If a promotion pushes a lot of orders into one region at once, we can stage inventory in our Richmond, VA warehouse and move it out in waves, instead of trying to deliver everything on the same day.

Last mile delivery services

A little preparation on both sides prevents most failed deliveries. Share this checklist with your customers in the order confirmation email.

• Measure the doorways, hallways and stairwells and tell us about any tight turns.
• Clear a path from the entrance to the room where the item will go.
• Let us know about elevators, loading docks, parking restrictions or building rules ahead of time.
• Have an adult available to inspect the item and sign for it.
• Confirm whether the order needs assembly, installation or removal of an old item.
• Move fragile décor, rugs and pets out of the way of the delivery path.

One crew from pickup to doorstep means fewer handoffs. Every handoff is a chance for damage, delay or confusion, so keeping the item with one team from your dock to the customer’s room lowers the risk.

You also get a single point of contact. Call 1-866-216-7742 at any hour and talk to a person about an order, a delay or a change to the delivery address.

Finally, you get consistency across the country. We deliver nationwide, so a customer in Virginia and a customer in Texas get the same standard of service.

We deliver nationwide, with locations in Richmond, VA, Edison, NJ and Houston, TX. That means one carrier for your customers on both coasts and in between, instead of a patchwork of local partners.

See all service areas