Damaged or Broken Material Claim Instructions
Dear Valued Customer,
If you have received damaged or broken materials, please follow the steps below to ensure a successful claim and benefit from shipping insurance. This process will help us and you in documenting the damage and resolving the issue promptly.
- Inspect the Material Upon Delivery:
- Do not sign off on the delivery until you have thoroughly inspected the materials.
- If you notice any visible damage to the packaging or the material itself, take detailed photos immediately.
- Document the Damage:
- Take multiple photos of the damaged materials from different angles.
- Ensure that you capture the material from all sides to provide a comprehensive view.
- Include pictures of the entire shipment, packaging, and any visible shipping labels or tracking numbers.
- Make sure the photos clearly show the extent of the damage to assist with the claim.
- Note the Damage on the Delivery Receipt:
- When signing for the delivery, make sure to note any visible damage on the delivery receipt.
- Describe the damage as clearly as possible (e.g., “Box damaged, material chipped”).
- Do not sign off on the delivery if the carrier does not allow you to note the damage.
- Contact Us Immediately:
- Contact us within 24 hours of receiving the shipment to report the damage.
- Provide us with the photos, including the ones showing the material from different angles, and any details about the damage.
- Email us at [Insert Contact Email] or call [Insert Contact Phone Number] for immediate assistance.
- Keep the Original Packaging:
- Retain all original packaging and materials until the claim is resolved.
- The carrier may need to inspect the packaging and materials as part of the claims process.
- We Will File the Claim:
- We will work with the carrier to file the insurance claim on your behalf.
- Our team will keep you informed throughout the claims process and assist in resolving the issue.
- Replacement or Refund:
- Once the claim is approved, we will arrange for a replacement of the damaged materials or process a refund based on your preference.
Important Notice Regarding Damaged Shipments
- Dear Valued Customer,
- Your satisfaction is our priority, and we take every measure to ensure your materials arrive in perfect condition. However, if your order arrives damaged, it’s crucial that you provide proof of the damage upon delivery.
- Without this proof, we won’t be able to hold the carrier responsible, and the responsibility for any damage will fall on you. To avoid this, please carefully inspect your materials upon arrival, take photos of any damage, and retain all packaging.
Thank you for your understanding and cooperation.
Sincerely,
Surface Galore