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Optvue Shipment Receiving Instructions

How to receive, inspect and uncrate your Optvue window delivery

Optvue window shipping crate with This Side Up and Glass labels

Your Optvue window ships in a custom wood crate built to protect it on the road. How the crate is received in the first few minutes decides whether any shipping damage can be claimed, so please read these instructions before your delivery day and have them in hand when the truck arrives. They apply to THRUVUE™ Infinity gas strut windows and SL / EL series motorized windows.

Before Delivery Day

Be ready when the truck arrives

  • Delivery is tailgate or curbside. The driver brings the crate to the back of the truck. You are responsible for unloading it and moving it.

  • Have the right crew and equipment. The crate weight is listed on your shipping notice. Plan enough people, or machinery, to unload it safely.

  • Keep the crate upright at all times. Never lay it flat, tip it on its face or set it on its side. Move and store it standing, on firm, level ground.

  • Have your tools ready: a charged cordless drill or impact driver with a Torx T-25 bit, and a phone camera.

  • Be there yourself, or send someone you trust. The person receiving the crate must be able to inspect it and sign, or refuse, the Bill of Lading.

  • Track your shipment on the carrier's website with the PRO (tracking) number on your shipping notice.

Keep the Crate Upright

Your window is packed to travel and be stored standing up. Never lay the crate flat, tip it on its face or set it on its side, during unloading or while it waits for installation.

Diagram: keep the Optvue window crate upright with the label arrow pointing up, never laid flat

Standard and Oversized Windows

Which instructions apply to your crate

Standard Windows

Standard windows are up to 90" wide and up to 84" tall. Plan enough people, or machinery, for the crate weight on your shipping notice.

Oversized Windows

Oversized windows are wider than 90" or taller than 84". They ship in larger, heavier crates and need machinery to unload.

Important notice for large units: before the truck arrives, have enough people and the right machinery, such as a forklift, ready to unload the crate safely. Damage caused by improper handling during unloading is not covered under the Optvue Limited Warranty.

Unloading an Oversized Crate

Oversized crates are lifted from the truck bed by forklift, standing upright, with the forks under the crate base.

Forklift carrying an upright Optvue window crate
Forklift lifting an Optvue window crate at the back of a delivery truck
Forklift loading an upright Optvue window crate into a truck

Inspection Time

From the time the driver arrives, the carrier allows 15 minutes of free time to inspect the shipment. Time beyond that may be billed by the carrier. Plan to be ready the moment the truck arrives.

When Your Crate Arrives

Follow these steps in order

Step 1: Inspect the Crate

Walk around every side of the crate before you sign anything. If you see any damage, take clear pictures from several angles.

Step 2: Open One Face

With a Torx T-25 bit, remove only the screws circled or marked in red keel (lumber crayon). Take the sheeting off one face. If the crate is damaged, open the damaged side.

Step 3: Inspect the Window

Check the glass, frame, finish and hardware, and confirm the window matches your order.

Step 4: If Anything Is Wrong, Refuse It

Take pictures of the damage or problem, then re-attach the sheeting. Write on the Bill of Lading that the contents are damaged or incorrect and that you will not accept the shipment. Tell the driver: RETURN FREE ASTRAY.

Step 5: Call Optvue Right Away

Call Optvue Shipping at (760) 760-0110 and email your pictures to info@optvue.com. Include your order number and the PRO (tracking) number.

Step 6: If Everything Is Good

Sign the Bill of Lading, re-attach the sheeting if you are not installing right away, and keep the crate upright until installation.

Optvue crate face with the screws to remove circled in red

Protect Your Shipping Claim

  • Pictures and a written note on the Bill of Lading are what protect your right to make a shipping claim.

  • Do not let the driver pressure you into skipping these steps.

  • Do not wait to inspect your window. Glass breakage or damage must be found and reported at delivery, before installation.

Track Your Optvue Shipment

Your window ships with ABF Freight or an alternate carrier, as listed on your shipping notice. Enter the PRO (tracking) number from your notice on the carrier's website. For ABF Freight, use the ABF Freight tracking page. When your shipment reaches the local service center, the carrier contacts you to schedule a delivery day and time.

Contact Optvue Shipping

If anything is wrong with your delivery, call Optvue Shipping right away at (760) 760-0110 or email info@optvue.com with your order number, PRO (tracking) number and pictures. For care after installation, see the Optvue care and maintenance instructions.

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