Damage to a couple of cartons/boxes:

  1. If a couple of boxes are damaged please accept the delivery and we will assist you with filing a claim for the damaged items with the shipping carrier.
  2. Please make sure you note damages on Bill of Lading.
  3. Photograph damaged areas with a digital camera and email the photographs to us.

Refusing entire delivery due to excessive damage:

  1. Have the driver note on Bill of Lading that the Product is being refused for excessive damage.
  2. Photograph damaged areas with a digital camera and email the photographs to us.
  3. The driver will then take the damaged Product and return it to the local terminal.
  4. Once the Product has been refused, please contact us immediately and we will assist in filing a Damage Claim on your behalf.

If the damage has been discovered AFTER the driver has already left your location:

  1. Immediately contact the carrier to alert them of the situation.
  2. Immediately contact us to report the situation. Include helpful details, such as package condition, how it was received (left at front door, signed for), and description of the damage.
  3. DO NOT discard any of the cartons, packing materials or palette it came on.
  4. DO NOT discard the Product itself. (It may be necessary for the carrier to inspect the Product and report on the damage).
  5. DO NOT ship the item back to us without first being instructed to do so. Failure to comply may result in denial of a damaged item claim per shipping carrier’s claims guidelines.
  6. Photograph damaged areas with a digital camera and email the photographs to us.


Refusal Policy

If a delivery is not damaged and refused, the Customer is responsible for inbound and outbound shipping cost. The refund the Customer receives will be for the product only, minus restocking fees and will not include shipping costs, handling fees and supplemental shipping insurance if purchased. Outbound shipping charges may be higher then the inbound shipping charges due to discounting at the time of purchase.