Prepare for Your Service Appointment or Large Item Delivery

Before your large item delivery or service appointment, there are a few things you can do to ensure everything goes smoothly.

Before placing your order

If you are purchasing a large appliance, review Prepare for Your Large Appliance Delivery or Service Appointment. Large appliances include items like refrigerators, stoves, dishwashers, and washer and dryer units.

Check the Product Information and Technical Details on the product detail page. Make sure your item will fit in its intended space.
Measure doorways, hallways, and stairways in the delivery path. Make sure they are wide enough to fit your item.
Go to Your Addresses and update your address and phone number. Add an access code or delivery instructions to your address if needed.

Before your delivery or service appointment

Clear the path to the delivery or installation location of any obstacles, including rugs, furnishings, and personal items. Ensure that the outside path for delivery is free of snow, ice, and any debris. Your service provider will use protective equipment to prevent scratches and damage to your floors.
If a haul-away service was selected at the time of purchase, the provider will remove and dispose of your old item. Make sure your old item is ready for removal before the provider arrives.
- Disassemble large items if possible.
- Wipe personal data from old electronics (such as TV, fitness equipment or smart home devices).
- For grills, remove or empty the grease trap.
If your new item requires a gas valve connection, a functional gas shutoff valve must be in place before the appointment.
If your new item connects to the internet, make sure your Wi-Fi signal is strong in the room before the appointment.

Important: Items must be in safe condition and weigh less than 300lbs. We can't remove items with severe damage, bodily fluids, hazardous materials, or bugs.

On the day of your delivery or service appointment

An adult must be present during your service appointment. Depending on the delivery option you choose, an adult signature may also be required.
Confine all pets to a separate area.
Make sure the delivery area is accessible and well-lit.
If you live in a multi-unit complex with an elevator, make sure to secure access to the elevator before the delivery.

During your delivery or service appointment

Inspect the item for damage and order accuracy. If the item you received is damaged or wrong, notify the carrier or service provider immediately, refuse the delivery, and contact us.
Payment for all services, parts, and materials is handled through Amazon.com. The service provider will not handle any form of payment at the time of service.

Important notes

Large, heavy, and bulky items cannot be delivered to international locations, Alaska, Hawaii, or APO/FPO/DPO. For more information about shipping restrictions, go to Shipping Restrictions for Large Items.
For information about delivery and service options for large items, go to Delivery and Service Options for Large and Bulky Items.

Mattress haul-away services in the State of California: For every purchase of a single mattress or box spring sold on Amazon.com and shipped to a California address, Amazon offers the option to have one old mattress or one old box spring picked up for recovery at no additional cost. The mattress is subject to inspection prior to removal. Contaminants may result in an extra charge or, in some cases, refusal of the removal service.

If you purchased a mattress or box spring from Amazon.com with delivery to a California address and did not select or receive a pick-up of your old mattress , please contact us to review your order.