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Shipping and Returns
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Shipping heavy orders on a palette LTL (less than a truckload).

Orders that are too large or heavy to be shipped via Fedex or UPS will be shipped by a truck.

Due to the complexity we can't calculate freight cost for these large shipments as we do for smaller regular packages. When you place your order if you get the message "Heavy package - we will contact you with a quote" it means that the total weight of your order may have reached the weight limit and we will have to manually calculate and email you the freight quote and then only after your approval we will ship your order and charge the card. You can also use your own carrier instead.

Some of our customers are experienced shipper/receivers, with fully staffed receiving departments and docks. Other customers are not as experienced or have no formal receiving area or staff and may find trucking company definitions and policies confusing. The trucking company defines the delivery policies and fees and we pass them along to you on your invoice.

Customers purchasing products transported by LTL motor freight will receive tracking (PRO#) and LTL Receiving Instructions via e-mail. For delivery appointments, please call your carrier direct at the number provided. If you don't keep an appointment with the carrier, additional shipping fees are charged for redelivery by the carrier. Customers needing a lift gate truck at destination must notify us at time of purchase. Second delivery attempts will incur additional fees. Trucking companies have their own fee/delivery rules. These fees are beyond our control and are billed to us from the transportation company.

What is Tailgate (Dock-to-Dock) Delivery?
As part of the common carrier driver ICC regulations, truck drivers are required only to bring merchandise to the tailgate (end) of their vehicle. It is then the customers responsibility to remove it from the truck. If you do not have the personnel or facilities to handle unloading, we suggests the following:

Lift Gate Service and/or Inside Delivery
These services may be requested before the shipment leaves the factory. ADDITIONAL CHARGES apply for Inside Delivery. Inside delivery does not automatically include lift gate service. If there is no receiving dock you should request a lift gate to lower the merchandise from the end of truck to ground level. If inside delivery is requested, the driver will assist someone from your business in moving merchandise off the truck into the building. If there is an elevator available, the driver may also assist in taking the merchandise to any floor above or below the delivery floor. If no elevator exists, the driver will only assist in bringing the merchandise into the entrance on the ground floor. If there are steps, additional help will be required.


If there is any damage, however small, to the carton, packing material, if pieces are missing, have the driver make notations on the delivery receipt. Open and inspect all packages/cartons immediately, we suggests you do this while the driver is present. Concealed damages discovered after cartons are opened must be reported within 15 days of receipt of merchandise TO THE FREIGHT COMPANY and inspection requested. Be sure to retain all packing materials for the inspection. Notify us immediately for information on how to report the loss/damage to the freight company and proper procedure for filling out a claim.

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Quantity discounts

Quantity discount will be automatically calculated when you add your products to the shopping cart. For orders of 50 or more additional discounts may be available, please inquire. If the discount is not calculated you can still place your order and email us after doing so, we will manually add the discount before charging your card. If there were circumstances that the discount is not applicable you will always have the opportunity to cancel your order.

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  How much is my shipping?

Sometimes due to the weight and complexity of some of our products and different warehouse locations, freight charges cannot be automatically calculated prior to submitting your payment information.
  • Small and light products: Many of our products are shipped via FedEx© or UPS© ground, when this shipping method is available you will see the exact shipping estimate before the checkout.
  • Large and heavy products: Due to the weight and complexity of some of our products and different warehouse locations, often freight charges cannot be automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page. When the shipping cost is determined you will be notified with total cost of your order. Click here for more information about "Shipping heavy orders on a palette LTL (less than a truckload)".
Promotional Free Shipping
Applies to 48 continental US states only and may be conditional on the minimum order amount that is indicated on the promotional materials! Promotional free shipping is not valid for AK, HI, PR and Canada. Depending on numerous factors, we may find that we cannot ship your order at no charge. In such a case, we will contact you with the shipping estimate and if you refuse additional charges we reserve the right to cancel the order.

Shipping to Alaska, Hawaii, Puerto Rico and Virgin Islands
Orders shipped to Alaska, Hawaii, Puerto Rico or the Virgin Islands will be subject to shipping charges. W
e will contact you with the shipping estimate and will process your order after you approve the shipping charges.

Rush Deliveries
This service is available; however an additional charge will be added to your final total amount. Please contact our customer service department.

Shipping to Canada
All items on our website will ship from the United States. Items All prices shown are in U.S. dollars. Please add 5-10 days for delivery. Please note that rush delivery is not available to Canada.
Crowd Control Direct, Inc is not responsible for any custom duties, broker fees, or any other international fees charged for shipments outside the United States. Customer is responsible to pay such fees before shipment.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What to do if your shipment arrives damaged?

"Before signing for any delivery, be sure to inspect the packages for any sign of damage. If you discover any items are damaged refuse shipment on the damaged items only. Receive all other items.

If in transit the boxes appear to have been damaged, make note of this on the delivery receipt before signing for the delivery. Then, contact Crowd Control Direct, Inc, Customer Service Department so that we can arrange to replace your damaged merchandise and schedule the shipper to inspect the damaged packages.

If any concealed damage is discovered, contact our Customer Service Department immediately upon discovery of the damage and we will begin the process of replacing the damaged items. You generally have 24 hrs to report any concealed damage. Digital photos of the damages are also helpful. Please email them to [email protected]. "

How do I return my product?

Return Policy - due to the nature and complexity of many of our products not all orders are returnable. We will always try to work with you if need to make an exchange.

Returnable orders (up to 30 days from the time of the shipment).
If you would like to return merchandise for any other reason than items being damaged or incorrect, a restocking charge of 25% will apply to any items returned within 30 days.

Shipping cost - the shipping cost is not refundable. “Free shipping” means that the average shipping cost was calculated into the price of the product. When you are returning such product the actual shipping cost will be deducted for the refund.

Not returnable orders
Any items that are customize according to a customer's requirements including all our carpet runners are not returnable. All crowd control ropes are not returnable except the standard, 6’ or 8’ ft. red and black velvet ropes.

Prior to returning any merchandise, you must contact our customer service department to receive a Return Merchandise Authorization Number (RMA#). Orders returned without RMA # may experience delays in processing.

If items are not returned in resalable condition, the cost to refurbish will be deducted from the credit. IMPORTANT: When returning products, be sure to send them back pre-paid, insured, and save your shipper's tracking numbers. Without your tracking numbers, it will be difficult to prove that your return arrived at our factory.