How to Receive Your Inchy's Bookworm Vending Machine

The five things you need to know

Your machine ships from our Buffalo, NY warehouse on a pallet, fully assembled, by LTL freight.
Standard delivery is lift gate to the curb or front entrance. The carrier will call ahead to schedule a firm delivery date.
Inspect the outside of the pallet before you sign anything. Walk all four sides. Look for crushed corners, holes, or a broken pallet.
If the packaging looks damaged, refuse the shipment. Do not cut the strapping. Note the refusal on the driver's delivery receipt. Call us right away at 800-592-4220 x102.
Never tip the machine onto its side, front, or back. It always stays upright.

Production: Standard machines ship 4 to 8 weeks after your order is placed. Custom-wrapped machines usually ship around the 6-week mark.
Artwork approval: If your machine has a custom wrap, our design team will send proofs for sign-off before we send it to the print shop. Your timeline starts after final approval.
Address confirmation: Before we ship, our shipping team will confirm your delivery address. Please respond quickly. We cannot dispatch without a verified address.
Shipping notification: The day your machine leaves our Buffalo, NY warehouse, you'll get a shipping email from shipping@globalvendinggroup.com with your tracking PRO number and the receiving instructions in this guide.

Plan around your school calendar

If your machine is arriving close to a holiday, spring break, or summer recess, let us know early. We can hold production or staging in Buffalo until your building is staffed and ready to receive it.

Your shipping notification email

Every customer gets the same shipping notification on the day the machine leaves our dock. It comes from shipping@globalvendinggroup.com and the subject line includes your school name, invoice number, and the carrier's tracking (PRO) number.

Inside the email you'll find:

Carrier name (commonly R+L Carriers, Estes Express, or ABF Freight)
Tracking PRO number and a direct tracking link on the carrier's site
Customer service phone number for the carrier
Estimated delivery date (this is an ETA, not a confirmed appointment)
Receiving and inspection instructions (also covered in this article)

Share this email with your receiver

Forward the shipping notification to whoever will physically be on-site when the truck arrives. That's often the head custodian, building manager, or school secretary. They need this info in their hand, not on someone else's screen.

How the carrier scheduling works

Once the freight reaches a terminal near your school, the carrier's customer service team will call the contact on file to schedule a firm delivery date. This is your chance to lock in a day and a time window that works for your building.

If you don't hear from the carrier within a day of the ETA, call them directly using the number in your shipping email. Reference your PRO number.

Lift gate delivery, explained

Lift gate delivery is the standard included service for every Bookworm Vending Machine. Here's what that actually means.

A lift gate is a mechanical platform on the back of the freight truck. The driver wheels the palletized machine onto the platform, hits a switch, and the platform lowers the pallet from the truck bed down to the ground. Without a lift gate, you would need a loading dock or a forklift to get the pallet off the trailer. Almost no schools have either, which is why lift gate service is included.

What's included with lift gate delivery

An LTL freight truck with a lift gate platform on the rear
The driver lowering your palletized machine from the truck to the ground
The driver moving the pallet from the truck to the nearest accessible drop-off point at your address. In most cases that's a curb, sidewalk, parking lot, or the area immediately outside your front entrance.
A delivery receipt for you to inspect and sign

What's not included with lift gate delivery

Bringing the machine inside the building
Going up stairs or using an elevator
Removing the pallet, strapping, or packaging
Plugging the machine in or moving it to its final spot in the library
Loaning a pallet jack. The driver brings one for their own use only.

You'll need a way to move the machine inside

Once the pallet is on the ground at your curb, getting it through the front door and to its final spot is your responsibility. Most schools handle this with a pallet jack from their custodial team or by recruiting a few strong staff members. The machine weighs roughly 800 lbs on the pallet, so plan ahead. If your only access is through stairs or a tight doorway, consider White Glove delivery instead.

When to upgrade to White Glove delivery

Included

Lift Gate Delivery

The default for every order. Best when:

You have a single-level entrance with no stairs
You have a pallet jack on-site or staff who can move the pallet inside
The machine's final spot is on the ground floor
Your driveway can accommodate a full-size tractor trailer

Premium add-on

White Glove Delivery

A specialized team takes it from the truck to its final placement. Best when:

The machine needs to go upstairs or to a second floor
You don't have a pallet jack or anyone available to move it
The path inside includes tight turns, narrow doors, or stairs
You want the machine placed exactly where it will live, ready to plug in

What we need to quote White Glove delivery

White Glove pricing depends on the specifics of your building. To get an accurate quote, our shipping team will ask:

Full shipping address with zip code
Door sizes (height and width) for every doorway the machine will pass through
How far the machine needs to travel into the facility, in feet
What floor it will live on (1st, 2nd, basement, etc.)
Number of steps or stairs in the path
Whether the site can accommodate a full-size tractor trailer

White Glove pricing typically lands between $1,000 and $1,500, depending on access, distance into the building, and floor. If you're considering White Glove, email shipping@globalvendinggroup.com with the answers above and we'll send a firm quote.

Lock it in before production starts

The best time to add White Glove is when you place the order or during artwork approval. You can add it later, but coordinating it after the machine has already shipped is harder.

Delivery day, step by step

The truck arrives

The driver will pull up to the location the carrier scheduled with you. Greet them and confirm this is for your school. Have your PRO number handy in case they need it.

The driver lowers the pallet

The pallet comes out of the truck on the lift gate. The driver will roll it to the drop-off point with their pallet jack. The machine stays upright the entire time.

You inspect the shipment

Before you sign anything, walk around all four sides of the pallet. Look at the cardboard, the corners, the top, and the pallet itself. Read the large stickers on each side. This is the single most important step of the day.

You sign the delivery receipt (or refuse)

If everything looks intact, sign and keep your copy. If anything looks damaged, refuse the shipment and write the refusal on the delivery receipt before the driver leaves. More on this in the next section.

You move the machine inside

Use a pallet jack, a furniture dolly, or a small team to move the pallet to its final spot. Keep the machine upright. Once it's placed, you can cut the strapping, remove the cardboard, and plug it in.

Inspecting your shipment

Take five full minutes to inspect the pallet. The driver will sometimes try to rush you. Don't let them. You have the right to inspect before you sign.

Do this on delivery day

Walk all four sides of the pallet before signing
Take a photo of each side, even if everything looks fine
Check the wooden pallet for cracks or breakage
Read the printed stickers on each side of the packaging
Noteanydamage on the driver's delivery receipt before signing
Keep your copy of the signed delivery receipt

Avoid these mistakes

Don't cut the strapping that secures the machine to the pallet during inspection
Don't tip the pallet onto its side, front, or back. Ever.
Don't sign a clean delivery receipt if you noticed any damage
Don't let the driver pressure you into accepting a damaged shipment
Don't toss the packing slip or packaging until the machine is fully unboxed and tested

What damage actually looks like

Here are the most common signs of freight damage to watch for:

Crushed or torn corners on the cardboard packaging
Holes punched through the cardboard
A pallet that's split, cracked, or has broken wood
Visible bends or dents in the machine where the packaging has been compromised
Black or dark forklift skid marks on the side, which can indicate the pallet was tipped or dropped
Glass damage visible through tears in the packaging

What to do if your machine arrives damaged

Click here to view examples of dam age

If you spot damage during inspection, the path forward is simple. Follow these steps in order, before the driver leaves.

Refuse the shipment

Tell the driver you are refusing delivery because the shipment arrived damaged. Do not let them pressure you to keep it.

Note the refusal on the delivery receipt

The driver will still ask you to sign a delivery receipt. Write the refusal directly on it before you sign. This is how we file a damage claim on your behalf. A refusal that isn't documented on the delivery receipt is much harder to recover.

Take photos of all four sides

Photograph every side of the pallet and any specific damage you see. Get the wooden pallet in your photos too if it's broken.

Call our shipping team immediately

Call 800-592-4220 x102 and email your photos to shipping@globalvendinggroup.com. We'll start preparing your replacement machine the same day.

What happens if you accept a damaged machine

If you sign for a damaged machine without noting it on the delivery receipt, the carrier and Global Vending Group are no longer responsible for the damage. You become responsible for the cost of repair materials and labor to restore the machine to new condition. If the damage can't be repaired, the cost of return shipping to Buffalo and a full replacement also falls on the school. This is why the five-minute inspection matters so much.

Damage noticed after the driver leaves

Sometimes the cardboard looks fine but you find damage once it's unboxed. This is called "concealed damage." If you spot it after the driver has left, stop unboxing, take photos of the packaging and the damage, and call us right away at 800-592-4220 x102. Concealed damage claims have a short window with the carrier, so don't wait. We'll guide you through the next steps.

After the truck leaves

Once the machine is signed for and the truck pulls away, here's how to handle it from there.

Move it to its final spot first

Get the pallet to the room and exact position where the machine will live before you unbox it. Moving a 600-lb machine without its pallet is much harder than moving a palletized machine with a pallet jack. The machine stays upright at all times. Do not tip it onto its side, front, or back, even briefly.

Unbox in this order

Cut the metal or plastic strapping with appropriate snips.
Lift the cardboard sleeve straight up and off.
Remove any foam corner protectors and interior packing.
Slide the machine off the pallet onto the floor. The leveling feet should make contact with the floor smoothly. This is a two-person job at minimum.

Plug it in and power it on

Plug the machine directly into a standard 110V wall outlet. Avoid surge strips or extension cords for the long term. Allow a minute for the system to boot up. Run a quick test vend with a token to confirm everything is working before students see it.

Save the paperwork

Keep your signed delivery receipt, the packing slip, and a photo of the machine's serial number with the rest of your purchase records for at least 90 days. We'll reference these if you ever file a warranty claim or service ticket.

Plan a ribbon cutting

Many schools host a ribbon-cutting ceremony to introduce the machine to students, staff, and donors. We have a full ribbon-cutting playbook with sample press release language, signage templates, and tips for inviting your local news. Ask your account manager for it once your machine is in place.

If the vending machine is accepted with damage, the school will be responsible for all costs associated with repairs or replacement. It is important to read this article to ensure a smooth delivery.

Best practices & common questions

How long does shipping take once my machine ships?

Transit time from Buffalo, NY varies by destination, but most schools see the machine arrive 3 to 7 business days after it leaves our dock. The carrier's tracking link in your shipping email will show real-time progress and an estimated delivery date.

Who pays for shipping?

Standard lift gate shipping is included in the machine price for the vast majority of orders. White Glove delivery, expedited shipping, or shipments to remote locations may carry an additional fee. Your sales associate will confirm any extra shipping charges before your order is finalized.

Can I pick the exact delivery day and time?

Yes. The estimated delivery date in your shipping email is an ETA. Once the freight reaches the terminal closest to your school, the carrier's customer service team will call to set a firm delivery date and a time window. If they haven't called by the ETA date, you can call them directly using the number in your shipping email.

What if my school isn't open on the delivery day?

Tell the carrier when they call to schedule. They can hold the freight at the terminal until your building is staffed. If the truck shows up and no one is there to receive the machine, the carrier may charge a redelivery fee or return the freight to the terminal, both of which add cost and delay.

Does the driver bring the machine inside the building?

With standard lift gate delivery, no. The driver lowers the pallet to the ground at your curb or front entrance and that's where their job ends. If you need the machine brought inside and placed where it will live, that's White Glove delivery, which is a paid upgrade.

Will the driver loan me their pallet jack?

No. The driver brings a pallet jack for their own use, but they don't leave it with you. If you don't have a pallet jack on-site, plan to either rent one, borrow one from your district's warehouse, or upgrade to White Glove delivery.

How heavy is the machine?

The packaged Bookworm Vending Machine on its pallet weighs roughly 800 lbs. On a flat surface with a pallet jack, one person can move it. Once you remove it from the pallet, the machine itself is around 600 lbs and is built to roll on its base.

Why can't I tip the machine onto its side?

The Bookworm has glass, electronics, an internal vending mechanism, and a token reader that all rely on staying oriented upright. Tipping it onto its side, front, or back can shift internal components, crack glass, or damage the dispensing arms. Damage from tipping is not covered under warranty, so it's worth being firm about this with anyone helping you move it.

Who do I contact if I have a question before delivery?

For shipping questions, email shipping@globalvendinggroup.com or call 800-592-4220 and press extension 3 for Shipping. For all other questions, your account manager and our customer support team are happy to help, and our Help Center has video tutorials at helpcenter.globalvendinggroup.com.

Thank you again for your order and we look forward to working with you again in the future.