Shipping Information

Approved Freight Lines

Solidago by Fibreworks® will prepay shipments on our approved freight lines. For the most current list, please contact your Account Manager. Approved carriers may change without notice.
Shipments using non-approved carriers must be sent Third Party or Collect, and cross-dock charges will apply. Claims, disputes, and all related information for these shipments are the customer’s responsibility.

Volume Quotes

For larger orders, Fibreworks® is happy to provide a custom quote to ensure the most cost-effective shipping option.

General Shipment Information

  • Call for LTL rates from Louisville on approved freight lines.
  • Freight estimates are available for special delivery, including overnight air freight.
  • Advance payment may apply for air freight charges.
  • Most rugs sized 8’ x 10’ and under can ship via UPS (charges may apply). Exceptions may occur based on UPS restrictions—contact your Account Manager for details. Rugs exceeding UPS size limits will ship via freight line using Dalton Freight rates.
  • Rates apply to the contiguous 48 states. Call for Hawaii, Alaska, or Canadian rates.
  • For North Georgia and Atlanta, please call for current rates.

Additional Fees May Apply For:

  • Call Before Delivery or Delivery Notification requests
  • Residential deliveries (including gated communities or limited-access areas)
  • Limited-access or non-carpet store deliveries
  • Lift gate service (authorization required)
  • Island deliveries or those requiring a ferry
  • Oversized shipments (e.g., material 16’4” wide and over 14′ long)
  • Expedited orders (rush charges may apply)
  • Extra UPS services such as Signature Required—must be requested when placing your order. Unless specified, UPS may deliver without obtaining a signature.

 

Inspect Before Receiving

To protect your investment—and ours—please inspect your shipment carefully upon arrival. Freight claims are made directly with the freight carrier, not Fibreworks®, so proper documentation is essential. If damage or shortages aren’t noted at delivery, the carrier will not honor a claim, and Fibreworks® cannot assist in recovering the loss.

Here’s what to do:

  • Inspect before signing. Check for damage and verify quantities as soon as the shipment arrives.
  • Note any issues. If you see or suspect damage, write it clearly on the delivery receipt. Without this, a claim cannot be processed.
  • Act quickly. Damage must be reported within five days for a claim to be considered.
  • Refuse if necessary. If damage is obvious, do not accept the shipment. Refuse delivery and contact Fibreworks® immediately.
  • Document everything. Photos taken at the time of delivery provide the best evidence for a claim.

Taking these steps ensures a smooth process and protects your order.

Residential Delivery Claims

Residential deliveries carry a higher risk, often due to the inexperience of the recipient. While the conditions for filing a freight claim remain the same, the likelihood of issues can increase in these situations.

We recommend making a special effort to prepare your customer. Encourage them to:

  • Be present during delivery
  • Inspect the rug carefully
  • Note any visible or suspected damage on the delivery receipt
  • Contact you immediately if concerns arise

Taking these steps helps protect both the customer and the integrity of the claim process.

Freight Claims

The best way to protect your investment is through thorough inspection and documentation at delivery. Taking photos when the rug arrives is the most effective way to document any damage.

At Fibreworks®, our goal is to help you navigate the claim process so that every freight damage claim is filed with the correct party and resolved fairly. When proper steps are followed, claims are straightforward. Without them, freight lines will not honor a claim. Remember: claims for shipping damage are filed against the freight carrier—not Fibreworks®. Freight lines can take up to 120 days to process a claim, and we can only assist if good receiving and inspection practices are followed.

Types of Freight Damage

1. Obvious Damage
If damage is clearly visible, do not accept the shipment. Refuse delivery and note on the receipt: “Shipment refused due to damage”. Be as specific as possible—every detail helps. Keep a copy of the receipt and ensure the driver has one with your notation. Once refused, Fibreworks® can immediately process a replacement order because responsibility lies with the carrier. Contact your Account Manager right away.

2. Possible or Suspected Damage
Signs like torn or dirty packaging, broken or crushed cores, or indentations in the rug should raise suspicion. Document these concerns on the delivery receipt (e.g., “torn packaging, broken core”). If you don’t inspect at delivery, most freight lines allow about 5 days to report damage. After that, claim rights are waived. If damage is found, contact your Account Manager immediately. We may need the product returned for inspection, and we’ll provide a Return Authorization if required.

3. Concealed Damage
Sometimes damage isn’t visible until the rug is unrolled. Causes include broken cores puncturing the material, water or grease seepage, or abrasions during handling. Concealed damage must be reported promptly—typically within 5 days of delivery. Outside this window, there is no recourse. Claims for concealed damage are usually settled at about one-third of the shipment cost. As with suspected damage, we may require the product to be returned for inspection.

Damaged Cores

Broken cores are one of the most common freight issues and can render material unusable. Causes include:

  • Forklift poles too short for the carpet length
  • Forklifts driven too fast, causing bounce and breakage
  • Use of equipment other than carpet poles

Broken cores can create creases and stretch marks. If the carpet appears limp or sharply angled, note this on the bill of lading as obvious or suspected damage. Without notation, carriers typically pay only one-third of the cost. Careful inspection at delivery is your best protection.

 

50/50 Settlement Offer

Our goal in handling claims is simple: resolve disputes quickly and fairly. When there’s a clear cause or responsible party, we ask that party to take accountability. But when fault isn’t obvious—or when misunderstandings arise—we strive for fairness above all.

That’s why we offer the Fibreworks 50/50 Remake or Replacement Program. This standard option was created to help customers when no other resolution is possible. Claims can easily turn into a winner/loser situation, and we want to avoid that by promoting partnership.

The concept originated with freight lines, which often settle concealed damage claims using a “1/3, 1/3, 1/3” approach. We adapted this idea because it works. Damage can happen at many points—manufacturing, shipping, installation, or even at the end user level. Sometimes, it’s truly a mystery. Spending hours in conflict over a damaged rug benefits no one.

Here’s how 50/50 works:

  • If the original purchase was $1,000, a 50% remake would cost $500, bringing the total to $1,500 (plus freight).
  • Even at this cost, most sales still allow for profit. Fibreworks does not seek margin on 50/50 offers—our goal is fairness.

Other options exist, such as hiring an independent inspector and agreeing to their findings. However, this often adds expense and creates a winner/loser dynamic—not always the best outcome for partners.

For more details on the freight claims process or our Freight Damage Remake Program, contact your Account Manager at 1-800-843-0063 (press 2).