Some of our items are far too large to send normally through UPS. These items marked as "Freight Shipment Only". Most freight companies will notify you of the date and time of arrival of your package. You must be home for delivery in order to receive your item. While all boxes are manageable, some assistance may be required. Additional services may cost more. Please call us at 866-702-8288 if you need additional services. If your delivery was damaged in shipping, do not initiate a claim with the carrier service. Sign for the item if the damage is minimal, but refuse the delivery if the damage is extensive. If you accepted the delivery, save the box the item was shipped in. Save your Purchase Order number as well, since this will help us match the exact model you purchased. Send any photos you can the damaged part and email it to us, and either email or call us about the damaged item. We will promptly send you a replacement part or an entirely new cage, depending on the extent of the damage. If you have any further questions, you can contact us by email or phone. Phone: 866-702-8288 Email: orders@birdcagemart.com Customer support available: Monday - Friday: 8:00 am - 6:00 pm EST Saturday 9:00 am - 3:00 pm EST