Damage and claims

Before you sign

Your signature on the delivery receipt is a statement that the shipment arrived complete and undamaged, and it is difficult to undo. The driver will want to leave. Take the time anyway.

1. Count the pieces against the receipt.
2. Walk around the whole shipment — including the top of the crate and the underside of the pallet.
3. Photograph anything that looks wrong while it is still on the truck or on the ground.
4. Write what you can see on the delivery receipt — specifically. Not “subject to inspection”, which carriers treat as saying nothing.
5. Then sign.

Then uncrate promptly and keep all packaging until you are satisfied.

Damage you find after uncrating

Concealed damage must be reported to us immediately. Carriers impose short deadlines on these claims and we cannot extend them, so the same day you open it is not too soon.

What a claim needs

• Your order number.
• The carrier name and the PRO or tracking number.
• A photograph of the signed delivery receipt, showing what you wrote on it.
• Photographs of the damage.
• Photographs of the packaging, crate and pallet.

Send those and we handle the carrier from there — we file the claim and manage it on your behalf. You should not be negotiating with a freight line about your own delivery.

Missing pieces

Large items often ship as several pieces on one receipt, and a short shipment is a different problem from a damaged one. Tell us the piece count on the receipt and what actually arrived, and we will trace it.

The governing text is our shipping policy.