Frequently asked questions
Questions? We’ve got answers.
The things clients ask most often, about booking, preparing for a delivery, changing a reservation, and paying for a job.
How do I schedule service?
Submit a delivery request or contact our office with the project reference, destination, item list, requested services and preferred dates. A date is not reserved until Stride confirms the work order. If a specific arrival time is required, raise it when the reservation is set up - additional charges may apply.
When will I receive my arrival window?
We contact you the day before your appointment with a two-hour arrival window. Requests for a specific time rather than a window require additional planning and may carry an additional charge.
How should I prepare for my delivery?
Clear the delivery path and the final placement area. Confirm doorways, halls, stairwells, elevators and ceiling clearances before the date. Tell us in advance about restricted parking, long carries, door or handrail removal, multiple flights of stairs, hoisting, disposal, on-site moving or building access rules. Work that has not been pre-arranged is at the crew’s discretion on the day.
What happens if an item does not fit?
The full delivery charge applies even if the merchandise cannot be placed because of access or measurement limitations. This is why measuring the path in advance matters. Any additional work needed to complete the placement must be evaluated and approved before the crew proceeds.
How do I change or cancel a reservation?
Contact our office as soon as your plans change. Local service appointments must be changed or cancelled by 10:00 AM the day before the service date to avoid a cancellation fee. Out-of-area appointments and reservations over $500 must be changed or cancelled by 10:00 AM two days before the appointment date. Cancellation fees are 50% of the total reservation amount.
Can I add services on delivery day?
Ask in advance. The crew may not have the time, tools or authorisation to complete unplanned work. Services such as assembly, priority time reservations, disposal, in-home moving and door removal are arranged when the reservation is placed, and added services require approval and may involve additional charges.
How do I pay for my services?
Our drivers are not equipped to collect payment other than gratuity, which is optional. Service charges are collected by our dispatch office before the reservation is confirmed, or billed to the store or firm where an account arrangement is already in place. Additional services should be arranged at the time the reservation is placed.
What does receiving inspection include?
Items are unpacked, inspected and photographed to the receiving scope agreed for your project, then labeled, stored and added to your online inventory record. Some factory-sealed, sensitive or manufacturer-restricted packaging is documented without being opened, because opening it can affect a claim or a warranty. We confirm the scope with you before freight begins arriving.
How quickly is damage reported?
Visible damage, shortages and discrepancies are documented as the shipment is processed and reported to you with photographs. Stride documents and reports the condition; the freight claim itself is raised with the vendor or carrier by the party that holds the contract with them.
Can I see my inventory online?
Yes. The client portal shows the items we are holding for you, their current status and the photographs on file, so you can check stock without emailing for a list.
How is storage billed?
By class rather than by pallet or square foot, so an awkward shape is not penalised and the invoice is readable. The rates, billing cadence, minimums and the date storage begins are confirmed in writing before your first shipment arrives.
What areas do you serve?
Kent and the greater Puget Sound: the Seattle metro, the Eastside, the South Sound, the North Sound and Bainbridge Island. Availability, travel charges and lead times vary by route, ferry schedule and project scope. Destinations outside that area are quoted case by case.
Still need a hand?
Call (206) 550-1848 or send us a message — a real person answers during business hours, Monday to Friday.