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. These instructions are crucial for documenting the damage and resolving the issue promptly.
Inspect the Material Upon Delivery:
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Before Signing Off:
- 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:
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Photos Required:
- Take multiple photos of the damaged materials from different angles.
- Include pictures of the entire shipment, packaging, visible shipping labels, and tracking numbers.
- Ensure the photos clearly show the extent of the damage for claim purposes.
Note the Damage on the Delivery Receipt:
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Delivery Receipt Instructions:
- When signing for the delivery, note any visible damage clearly on the delivery receipt (e.g., “Box damaged, material chipped”).
- If the carrier does not allow you to note the damage, do not sign off on the delivery.
Contact Us Immediately:
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Report Within 24 Hours:
- Contact us within 24 hours of receiving the shipment to report the damage.
- Provide us with the photos, including those showing the material from different angles, and details about the damage.
- Email us at [Insert Contact Email] or call [Insert Contact Phone Number] for immediate assistance.
Keep the Original Packaging:
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Retain Packaging:
- Keep 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.
Important Notice Regarding Damaged Shipments:
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Proof Required:
- Your satisfaction is our priority, and we work to ensure your materials arrive in perfect condition. However, to hold the carrier responsible, we need proof of damage upon delivery. Without this proof, the responsibility for any damage will fall on you.
- Carefully inspect your materials, take photos of any damage, and retain all packaging upon arrival.
Policy Additions for Specific Scenarios:
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Broken Piece Count:
If your FedEx report states “1 box and a few pieces,” it may impact the possibility of securing a full refund from the carrier. Please provide an accurate count of the broken pieces or the total square footage of the damaged material to assist with the claim process. -
Initiating Claims:
If you initiate a claim directly with the shipping company before notifying us, we will be unable to process a replacement or refund on your behalf. -
Full Refund for Shipment:
To request a full refund for the shipment, refuse delivery if the material appears completely broken and document the condition with clear pictures. If you accept delivery, only documented broken items will be considered for partial refunds or replacements. -
Returns:
Return shipping costs are the responsibility of the customer. If someone else accepts the delivery on your behalf, please inform them of this policy in advance.
We appreciate your understanding and cooperation in following these steps to ensure a smooth resolution.
Sincerely,
Surfaces Galore