Hi Ed,
Thanks so much for your interest. That's a fair question as receiving freight shipments is not, generally, a normal part of the day for most people. Yes, the customer does indeed need to be present at time of delivery. This is to not only physically receive the freight but also to inspect it and sign for it. Most freight companies will not allow their driver to simply drop the freight without the customer being present. Regarding the unloading, there are two options listed below. These are common for online sales and delivery.
You can choose "curbside delivery" which is free and will have the driver bring the freight to you but the unloading is your responsibility. Often, our customers will back up their pick-up truck the rear of the delivery trailer. That way the merchandise can be off-loaded into their vehicle and they can drive it right up to the home.
Alternatively, you can choose "liftgate delivery" which includes a hydraulic tailgate on the rear of the delivery truck for lowering the merchandise down to the ground. This option carries a cost of $75. Once off-loaded to the ground, moving the freight up to the home is the customer's responsibility.
Regarding "hidden costs" there are none - unless a delivery appointment is made and then broken by the customer. The shipping company levies a $130 redelivery fee to have the merchandise brought back out to the customer. However, this only applies if the customer changes their mind on the delivery appointment or the delivery address after the delivery has been scheduled.
In either case, at time of delivery, it is very important that the shipment be fully inspected for loss or damage prior to the shipment being signed for and received. Doing so protects you, the customer, and your investment in a new stove.
Of course, please let us know if you have any additional questions at all about our policies or any of our products.

When my prefabricated hearth was to be delivered, the shipping company called with a proposed day and time, which wouldn't have worked for me, so I asked for a different day, which was readily accommodated. When the driver called me with a specific time, 1 o'clock, I couldn't be there at exactly that time. I asked if he could deliver it half an hour later, he said he could, and he did. He was very helpful, used a hydraulic lift gate to get it off the trailer, and used his hydraulic lift dolly to move it into my driveway. Then he and I stripped the covering off of it so that I could examine it (it was in perfect condition), and then he and I moved it onto my porch. I could not have asked for a better delivery experience.