What is Threshold Delivery? How it Works & Why You Should Offer It

Virtually any type of product can be delivered today: TVs, mattresses, appliances, furniture, food, construction supplies, etc. But customers don’t want these bigger items delivered to their mailbox! Threshold delivery service is a cost-effective last-mile delivery option that:

• Offers safer, more secure delivery.
• Often includes a signature from the customer.

Businesses offering last-mile delivery and not offering threshold delivery are missing out on the potential to improve customer satisfaction.

What is threshold delivery?

Even if you don’t offer threshold delivery service, there’s a good chance that you’ve experienced it when ordering items online. Carriers have to breach the “threshold” during a delivery, which means that they enter the recipient’s property to:

• Place the item in the first dry area, such as under a covered porch, OR
• Deliver the item to the recipient inside their front door, garage or other area

Residential and commercial deliveries can include this delivery method for medium-sized or large items. If the resident lives in an apartment building, the delivery may include leaving the item in the entryway or lobby. If delivering to a business, you may be required to place a pallet inside the warehouse.

Signatures are often required to verify that the items were delivered to a secure area or directly to the person, but signatures are not always necessary.

Since the definition of threshold delivery can vary — a covered area or inside a doorway are two different things — companies must clarify what customers can expect with this delivery option. 

• Where will the item(s) be delivered? Under a covered area or inside the front door, garage, or other area?
• Can “I” (the customer) request the item to be placed in a specific dry area, such as under a covered porch?
• Will the item be brought to my apartment door?

A delivery driver will, in most cases, leave the package in the lobby of an apartment and not bring the package to the customer’s door. Direct-to-door service may be a threshold delivery option to consider if you deliver to apartments frequently and can be sold as an upsell.

What are the benefits of threshold delivery?

Porch pirates have stolen packages from 26% of consumers. If items are left outside a front door or out in the open, that customer may be a target. Threshold delivery is a level of service that improves the customer experience in many ways and offers many benefits, such as:

• Lower risk of theft: Basic threshold delivery places items in a secure place. It may require a signature as proof of delivery, and goods may be placed inside a closed area, eliminating the risk of theft.
• Bulky items are placed inside: Heavy items, such as exercise equipment, can be placed inside the home or business, reducing the hassle of having to bring the item inside. Customers only need to worry about unpacking the larger items rather than trying to get them through the door.
• Cost-effectiveness: Threshold delivery is more cost-effective than white glove delivery services, although more expensive than standard delivery options. 

Some delivery companies will bring the package directly to an apartment door, offering more flexibility for the consumer and helping them avoid navigating stairways or narrow spaces in apartment buildings.

Residential threshold delivery options

Basic threshold delivery is what we’ve talked about so far, and it changes the delivery process for consumers by placing their items in a dry or safe area. Additional services may include:

• Room of Choice: Goods are brought to the customer’s room of choice. An example would be putting a washing machine in the customer’s basement or washroom.
• White Glove: Items are brought to the customer’s room of choice, AND the delivery person handles the unpacking, assembly, installation and removal of packaging materials.

Both room of choice and white glove extend threshold delivery. If companies can support threshold delivery and have the resources, these additional shipping services can add to their revenue and improve their customer service.

From a customer’s perspective, it’s worth paying for a more expensive kind of delivery, like room of choice or white glove, when ordering large and heavy items. If I’m ordering a refrigerator and my apartment is on the second floor (with no elevator), you can bet that I’ll be paying for white glove delivery! Otherwise, I’ll be left to wrestle a refrigerator from the downstairs lobby on my own. 

Threshold vs white glove vs standard delivery: what’s the difference?

Threshold, white glove, and standard delivery all end with delivery to a customer, but the level of service is different.

Standard delivery is the most common form of home delivery. The goal is to leave the package anywhere on the person’s premises: at the mailbox, garage door, doorstep, in the driveway, or any other location.

While some delivery drivers will be cautious of where standard delivery items are placed and may even cover them in plastic, safety and security are less of a concern than when threshold delivery is chosen.

White glove delivery overlaps with threshold delivery and is an upsell. It goes beyond delivering the item and includes:

• Transporting the item to a specific room of the home.
• Unpacking the item and basic assembly.
• Disposing of any packing materials.

Each level of service will increase delivery costs.

Cost and your service level options

Threshold delivery provides a higher level of service, so naturally, it will come at a higher cost. 

Although not quite as costly as white glove service, threshold will be more expensive than standard delivery. There’s more labor involved and time spent unloading items. Both of these factors have to be incorporated into the cost, but other factors may also be considered, including:

• The size of the order
• The delivery window
• The price of the product

Costs can vary from one delivery company to the next.

What types of products are best for threshold delivery?

With threshold delivery, items are given an extra level of care and attention. While you could offer this service for any type of product or package, the additional cost and delivery time only make it practical for items that are:

• Mid-sized
• Heavier than the average package but still light enough for customers to manage
• Easy for customers to assemble on their own

Which products fit into this category?

• Televisions
• Exercise equipment
• Mattresses 
• Home appliances

Any product that is too large for standard delivery but doesn’t warrant white glove delivery is often a good fit for threshold delivery.

How to offer threshold delivery properly

If you run a delivery company, you know that there are many advantages to offering threshold delivery. Maybe you want to start offering this type of delivery, but you’re not sure where to start. Here are some helpful tips to put you on the right track.

1. Equip your team with the right tools for the job

In many cases, threshold delivery involves heavier and larger items. Depending on the customer’s location, your drivers may need to haul items up stairs.The first dry area of the property may not be easy to reach.

Providing your team with the right tools for the job can help make deliveries go more quickly and smoothly. For example:

• Hand trucks and lifting straps can help with moving heavy packages up stairs or into dry areas
• Signature tablets make it easier to collect signature proof of delivery.

If you’re not sure what your drivers need, ask them. What tools or equipment can you provide to make their jobs easier and safer? Use their feedback to make smart investments and make your team happier at the same time.

2. Ensure drivers have all the right details about delivery stops

When drivers are prepared and know what to expect, deliveries are less stressful for everyone involved. 

Gathering detailed address information is key. Make sure you have answers to questions like:

• Are you delivering to a home or apartment?
• Are there stairs involved? How many?

The more you know about the location, the better. And don’t forget to include this information in driver instructions! 

3. Invest in tech to improve the delivery experience

The right technology can help create a more positive, seamless experience for both drivers and customers.

There are endless options when it comes to tech and automation, but here are some must-have features:

• Delivery photo integration. Proof of delivery photos can help verify that deliveries are made on-time and in the appropriate place.
• Signature proof. Like photos, signatures prove that packages are delivered to the right customer and inside the threshold. 
• Email and SMS notifications. These notifications keep customers in the loop about the status of their deliveries.
• Delivery scheduling. If possible, give customers the option to schedule their deliveries. Schedule deliveries make it easier for drivers to ensure packages are handed directly to recipients and signed for — if necessary.

Some delivery companies also provide customers with real-time tracking information, so they know where their package is while en route.

💡 Offering threshold delivery? Use Routific to optimize and manage routes

If you run a delivery company, you know how crucial it is to get deliveries to their destinations on time — and to provide a positive customer experience.

A delivery management system like Routific can help you:

• Optimize your delivery routes based on traffic patterns, business priorities, and driver preferences.
• Gather info about deliveries to keep your drivers informed 
• Improve your delivery window planning and track delivery progress
• Get signatures and more

Book a demo or start your free trial today to see how Routific can help you offer seamless and smooth threshold delivery.