Shipping Policy.

01. Order Processing & Lead Times

Enterprise hardware deployment requires rigorous quality assurance prior to dispatch.

• In-Stock Hardware: Standard IFPs and standalone digital signage units typically process and ship within 2 to 4 business days upon receipt of payment or approved PO.
• Custom Fabrications: Bespoke Kiosks, configured Micro-LED Video Walls, and built-to-order hardware carry a lead time of 4 to 8 weeks, depending on engineering requirements and global supply chains.
• Tracking: Once your hardware is palleted and scanned by our freight partner, your procurement team will receive an automated email containing the Bill of Lading (BOL), PRO number, and carrier tracking portal link.

02. Freight Methods & Delivery Tiers

Due to the dimensions and weight of commercial displays (frequently exceeding 150 lbs), standard parcel delivery (e.g., UPS Ground, FedEx Home) is not viable.

• LTL (Less-Than-Truckload) Freight: This is our standard shipping method. Products are strapped to heavy-duty pallets, shrink-wrapped, and equipped with Tilt and Shock watch indicators.
• Dock-to-Dock Delivery: Standard LTL rates assume your facility has a commercial loading dock and a forklift/pallet jack.
• Liftgate Service: If your facility lacks a loading dock, a Liftgate service must be requested at the time of order to safely lower the pallet to ground level. Additional fees apply.
• White-Glove & Inside Delivery: For premium enterprise installations, we offer white-glove logistics. Teams will bring the hardware inside, unpack it, remove debris, and stage the units for the integration technicians.

03. Strict Receiving & Inspection Protocol

This is the most critical phase of the logistics process. When the freight carrier arrives, the receiving party must follow these steps before signing the delivery receipt (BOL):

1. Inspect the Pallet: Check for any torn shrink wrap, crushed corners, or punctured cardboard.
2. Check Indicators: Ensure the external TiltWatch or ShockWatch sensors have not been triggered (turned red).
3. Notate Everything: If you observe ANY external damage, you must write "RECEIVED DAMAGED" on the driver's copy of the BOL before signing. Do not let the driver rush you.
4. Refusal of Freight: If the unit is visibly destroyed or severely punctured, refuse the shipment entirely, write "REFUSED DUE TO SEVERE DAMAGE" on the BOL, and contact Apollo immediately.

Note: Signing the BOL "free and clear" legally absolves the freight carrier of liability for damage. Apollo cannot file a claim or issue a free replacement if the BOL is signed without noting damages.

04. Freight Damage & Claim Initiation

In the event that hardware sustains damage in transit, swift action is required to secure a replacement.

• Visible Damage: If noted on the BOL at the time of delivery, Apollo will immediately dispatch a replacement unit and handle the claim directly with the carrier.
• Concealed Damage: If the box looked perfect but the internal display is shattered upon unboxing, you have exactly 48 hours from the time of delivery to notify Apollo Support. After 48 hours, carriers will deny concealed damage claims, and replacement costs will fall to the client.
• Evidence Required: To process any claim, we require high-resolution photos of all sides of the box, the internal packaging, the damage to the unit, and a copy of the signed BOL.

05. International Orders & Customs

For enterprise deployments outside of the United States, specialized incoterms apply.

Unless negotiated otherwise in your Master Service Agreement (MSA), international orders are shipped EXW (Ex Works) or FOB (Free On Board) from our US warehouses. The enterprise client or their designated freight forwarder is entirely responsible for transit logistics, customs clearance, import duties, and Value Added Taxes (VAT).