4
RECEIVING
Your unit was built, packaged, and inspected with extreme care. We shipped it to you using carriers we
trust with a proven track record of careful handling, good customer service, and on time delivery.
Unfortunately, regardless of all of these efforts sometimes accidents happen and occasionally those
accidents result in shipping damage. When the carrier picked up the merchandise from us, they
assumed responsibility for its condition en route to you. Thus, any claims for shipping damage must be
filed with the carrier. Like anybody else, carriers don’t like to pay out on insurance claims, so their claims
procedures and requirements are very restrictive. You should consult the carrier’s website for their
specific claims procedures. You should also know that time is of the essence.
There are two general types of shipping damage. The first is
visible damage
. This type of damage
includes visible loss, damage, shortage or any external evidence of loss or damage that is visible at time
of delivery
. This type of damage must be noted in detail on your delivery receipt. Make sure the driver
signs and dates the delivery receipt, acknowledging the damage.
This has to happen at the time of
delivery or it won’t happen at all. Keep a copy for your records and send another to the carrier’s damage
claims department along with a formal request for an inspection report. Follow up with a phone call.
Their contact information can be found on the carrier’s web site.
The second type of shipping damage is
concealed damage
. This type of damage will probably not be
apparent at time of delivery and may not be discovered until unpacking and inspecting the unit.
Remember, time is of the essence here. You should unpack and inspect the unit as soon as possible.
Each day that passes reduces the likelihood that the carrier will pay the claim.
As soon as the concealed
damage is discovered, stop unpacking and retain all packing materials. Contact the carrier by phone to
report the claim.
Note the date and time and person you spoke with. Get a claim number. Follow up
with a written letter referencing the claim number and including a formal request for an inspection.
Again, consult the carrier’s website for specific claim instructions and follow them precisely.
AS STATED ABOVE, THE CARRIER IS YOUR SOLE SOURCE FOR SATISFACTION OF A DAMAGE CLAIM.
UNDER NO CIRCUMSTANCES SHOULD THE MERCHANDISE BE RETURNED TO THE MANUFACTURER. NO
RETURNS WILL BE ACCEPTED WITHOUT PRIOR AUTHORIZATION.
