In the instance we must make a claim with either UPS or a common carrier company, there are specific procedures that must be followed to ensure we can get a full resolution as soon as possible.
When receiving, make sure to note all damage to any packages. Ask the driver to note on their side that the package was received damaged and items may be missing upon inspection. DO NOT DISCARD THE PACKAGE. In order for us to process a claim, UPS will either do an inspection in person, or via pictures.
Email email@example.com a detailed list of all missing items, along with order number and tracking number of the package that is damaged/missing product.
If the inspection will be via pictures, here are the instructions provided by UPS:
“In order to adequately assess the damage and provide a timely resolution, we need photographs of the packaging material and the damaged item(s). Please provide digital pictures of the following:
- A photo of the damaged item.
- A photo showing the damaged merchandise, inside the original box, with all of the original cushioning (picture should show the placement of the merchandise and packaging inside the box).
- A photo of the packaging material used inside the box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.).
- A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number which usually begins with 1Z).
- A close-up photo of the box manufacturer’s certificate (BMC), if available. The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box. The BMC is generally found on a bottom flap on the outside of a corrugated cardboard box.
- Two photos displaying all 6 sides of the package (1 photo should display the top and 2 sides, the 2nd photo should display the bottom and the opposite sides).
- Dimensions of the box including the package height, length, and width provided in the body of the email.
To expedite the process, please email the photos in jpeg or bitmap formatto firstname.lastname@example.org and enter the UPS tracking number in the Subject line of the email. Please be aware that UPS can accept up to 5 megabytes of information in each email. If the file size exceeds 5 megabytes or is subject to any local system limitations, you may need to send the pictures in multiple emails to prevent complications.
Once the photos are received, an inspection is performed by the end of the next business day and the shipper is contacted with the results. If you are the receiver, please stay in contact with your shipper for additional information regarding the final disposition of the claim.
We are not able to proceed with processing the claim until the photos are received. If you experience issues with emailing the photos or would rather have the damage picked up from your location and inspected, please contact UPS at 1-800-651-2352. We will be happy to work with you to find a resolution.”
Once you have the pictures, email them to email@example.com and we will forward them to UPS to finish the claim. Please allow at least a week for us to work with UPS and get the claim finalized. We will ship out the replacement product as soon as possible. In the event that we do not have inventory for replacements, we will issue a credit.
For Common Carrier/LTL:
When receiving, first ensure the shrink wrap is intact. We wrap the pallets with a layer of blue shrink wrap, so if that is missing or tattered, that should be an indication the pallet might have been broken down or damaged. Make sure to count that amount of boxes and that the physical count equals the box count on the bill of lading. Notate any and all damages along with any and all missing boxes. Do not sign for the shipment until you have done a box count. Take pictures of the pallets before they come off the truck if possible. If not, take pictures before you sign.
After you have signed, ensure that all the product is there. Email firstname.lastname@example.org a detailed list of damaged/missing product, a copy of the signed and notated bill of lading, and any pictures of the pallets you have taken. Keep any damaged packages in the case that the carrier would like to perform an inspection. We will make the claim with the carrier on your behalf. We will ship out the replacement product as soon as possible. In the event that we do not have inventory to replace, we will issue a credit.