White-Glove Delivery Services: Last-Mile, Inside & Install

The four delivery tiers explained

Last-mile freight has four standard tiers. Knowing which one you actually need is the difference between a great customer experience and a refund-driving complaint.

Who uses white-glove delivery

Furniture retailers

Direct-to-consumer furniture brands (online and showroom-light retailers) live and die on the delivery experience. A $4,000 sectional dropped at the curb in five boxes destroys the brand. ATI handles inside delivery, room-of-choice placement, full unpack, light assembly (legs, headboards, table extensions), and packaging removal. We move bedroom sets, sectionals, dining sets, office furniture, and outdoor furniture.

Appliance distributors and retailers

Refrigerators, ranges, washer/dryer pairs, dishwashers. White-glove premium for appliances means uncrating, room placement, basic hookup (water, drain, vent, electrical plug-in — not new electrical or gas lines), test cycle, and haul-away of the old unit. We don’t do gas reconnection or new plumbing — that’s licensed-trade territory.

Fitness equipment

Treadmills, rowing machines, ellipticals, home gyms, and Peloton-style connected fitness. These are heavy (200 to 500 lbs), arrive in 2 to 4 boxes, and require room-of-choice placement plus assembly. ATI’s fitness white-glove tier includes unpack, assembly per OEM instructions, function test, and debris removal. Stair carries on multi-flight homes are an additional charge.

Electronics

Large-format TVs (75 inch and up), home theater systems, projection equipment, gaming chairs, premium audio. See our dedicated electronics freight shipping guide for the technical handling considerations.

Art and fine furniture

Climate-sensitive, condition-critical pieces require their own handling protocols beyond commodity white-glove. See our art and fine furniture freight guide for crating, climate, and condition-report standards.

Medical equipment

Hospital and imaging-center deliveries layer white-glove on top of air-ride and climate-controlled transport. See the medical equipment freight guide for OEM-coordination details.

What the white-glove team will and won’t do

Setting expectations correctly is the difference between a 5-star review and a chargeback. White-glove teams are not licensed electricians, plumbers, or gas-fitters — and there are good reasons for that.

Standard scope

• Inside delivery up to two flights of stairs (additional flights are extra).
• Room-of-choice placement against a specified wall or floor location.
• Unpack, remove all packaging materials, haul away debris.
• Light assembly: legs, headboards, glass tops on bases, cable management, etc.
• Plug-in operation: standard 120V plug into a wall outlet, test for power.
• Old equipment removal (if pre-arranged and same category).

Out of scope

• New electrical work (running a 220V circuit, hardwiring).
• New plumbing or water-line work.
• Gas connection or disconnection.
• Wall mounting (TVs, art) on drywall — unless pre-arranged as premium service.
• Disposal of hazmat (refrigerator refrigerant, batteries) — old appliances must be drained or certified clean by the customer.
• Drywall, paint, or finish repair from movement.

How to prepare for a white-glove delivery

1. Measure everything. Doorways (width and height), hallways, stair landings, elevator dimensions if applicable. Then measure the item’s largest crated dimension. If anything is borderline, plan a Plan B placement before delivery day.
2. Clear the path. Move existing furniture, rugs, fragile decor, and pets out of the delivery path. The team won’t move your stuff to make room.
3. Protect floors and corners. Hardwood and tile dent. Most teams bring floor runners but a runner doesn’t cover the path of an 800-lb freezer being dollied. If you have premium floors, lay your own additional protection.
4. Decide placement before the team arrives. “Put it there — no, actually there — no, against that wall” eats clock and irritates a team on a tight delivery window.
5. Inspect at delivery. Walk every item, check for damage, photograph anything questionable. Sign the BOL with damage notations specific (“chip on front-right corner of dresser, 1 inch”), not generic.

Pricing factors that actually move the rate

• Weight and piece count. A 4-piece bedroom set is more work than 1 sectional of similar weight.
• Stair flights. Each flight above the first adds $25 to $75 typically.
• Long carry. Driveways over 75 feet, walkups beyond standard apartment access.
• Assembly time. A modular sectional with 14 connection points takes 45 minutes; a chair takes 5.
• Window required. A 2-hour appointment window costs more than “by end of day.”
• Old-item removal. Disposal of replaced appliances or furniture is a defined add-on, not free.
• Special access. NYC walk-ups, military bases, high-rise condo with freight elevator scheduling, gated communities with documented hours.

Damage and claims on white-glove

Because the team enters the home and handles unpacking, damage potential extends to the freight AND to the home itself. ATI’s white-glove carriers carry both cargo liability and general liability covering home damage. If a wall is scuffed or a door frame chipped, document at the time of delivery and the carrier will respond per their general liability policy. Freight damage follows standard freight claim procedures — see our freight claims process guide for the 9-month Carmack timeline and required documentation.

Volume / B2B white-glove programs

Retailers, distributors, and brands shipping 50+ white-glove deliveries per month can build a dedicated lane program with ATI — pricing tiers, standardized BOL templates, customer-portal access for tracking, defined exception handling procedures, and SLA performance reporting. Talk to a program manager at (786) 574-5774.

Related ATI freight resources

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