Damages & Claims Policy and Procedures

Damages and Claims

• If products are not signed for by customer, as damaged upon receipt, we cannot send free replacements.
• Shipper must be notified of any shortages and/or damages within 7 calendar days of receipt of package.
• All packaging and broken product must be available for inspection until claim is settled by carrier.
• Return Merchandise Authorization must be obtained from our customer service department prior to returning damaged items.

1. Identifying Damage or Missing Packages

A. Count the number of
packages received

B. Inspect all packages for any sign of damage
(internally or externally)

• Compare the number to the Delivery Receipt and Packing list
• If package is missing, do not sign for it
• Notate missing package(s) on delivery receipt

• Listen for broken glass when turning the box over
• Open each end of the boxes to check for damaged glass or pins
• Notate the box damaged or the contents damaged on the delivery receipt
• Once exact number of damaged product(s) is confirmed, claim will be filed

2. If Shipment is Damaged or has Missing Packages

A. Sign for shipment as damaged or delivery receipt

B. If the driver does not have a Bill of Landing or Delivery Receipt

• Note the number of damaged product and/or boxes if possible or just write damaged box or damaged product on the Delivery Receipt and Packing List when signing for the shipment.

• Sign DAMAGED before your Signature on the electronic kiosk
NEVER let the driver notate damage on the paperwork.
YOU must notate damages.

C. Always notify the Driver of ANY damages internally or externally
3. Preparing Shipment for Claim Process

A. Boxes and product MUST be kept for inspection

B. Always take pictures of damage, whenever possible

C. Notify us within 7 calendar days of receiving product

If the above steps are followed, we will send out replacement products
If Damage has occurred and is NOT signed for properly,
please complete the following:

1. When NOT signed for as Damaged

A. Issue a new P.O. for the damaged items

• Notate if you would like a claim filed
• Include original P.O. # for the damaged goods
• Also notate any information that could be useful for the claim process and forward photos of damages to us for processing

2. Getting a Credit

A. If or when the claim has been approved a credit will be issue

B. If or when the claim is denied NO credit will be issued

**PLEASE NOTE: Freight companies will not always pay claims or pay them in full.
This will affect the amount of credit you will receive.

Contact us with any questions

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