Claim Policy
It is our goal to deliver the best quality product in a timely manner to all of our customers. However, we understand that occasionally the need to file a claim will arise. We will do our best to replace the claimed items or issue credit when replacements are not available. Please contact EuroAmerican’s Inside Sales Department to begin the claim process as soon as possible. • SHORTAGES: Claims must be filed in writing within 48 hours (from date of receipt). Replacements will be shipped in a timely manner, and freight will be charged in accordance to the original freight charge. • QUALITY: Claims must be filed in writing within 14 business days from the date of receipt. If it is unclear as to whether a claim needs to be submitted pending the survival rate of a shipment, please submit a pre-claim notification within the specified timeline. • TRANSPORTATION: Claims must be filed in writing within 48 hours (from date of receipt). Keep in mind, some carriers will not honor damage claims unless there is visible damage to the outside of the box. When receivin g material, BEFORE signing for any delivery, please check the boxes for outside damages and report them IMMEDIATELY to the carrier. Please write the word “DAMAGED” when signing for the delivery. Some carriers require you to keep all damaged boxes for 20 days. Without boxes (or photos), carriers have the right to deny your claim. Customers are responsible for providing the correct airport destination, contact phone number, as well as the re-delivery agent for all airfreight shipments. Under no circumstance will EuroAmerican be held responsible for Third Party or Collect freight orders. Tracking and Air Way Bill (AWB) numbers will be provided upon request for all Third Party and Collect shipments. • FEDEX & UPS SHIPMENTS: Please be advised that FedEx and UPS deliveries are not temperature controlled shipments and consequently are susceptible to cold or heat damage. Claims related to FedEx and UPS shipping or handling (i.e., late product or damaged boxes) need to be noted with the carrier and a control number received at time of receipt. Please note that EuroAmerican strives to deliver the highest quality product, however, we reserve the right to deny FedEx and UPS claims caused by the carrier. Please contact our Inside Sales or Logistics Departments to explore alternate shipping methods.
• CUSTOMER PICK-UPS: Please notify EuroAmerican of any changes to your scheduled pick-up date. All pick-up orders will be invoiced the week they are scheduled for pick-up. Any orders not picked- up will also be invoiced. If plant material is picked-up beyond the original ship week, we will not be held responsible if the plants are overgrown. It is the responsibility of the customer to check their order for accuracy, shortages, and quality at time of pick-up, prior to leaving EuroAmerican. Claims for accuracy or shortages will not be honored once the plants have been signed for and have left the premises. • CANCELLED ORDERS: Orders must be cancelled at least 8 weeks prior to the scheduled ship date. We must invoice for any plant orders cancelled less than 8 weeks prior to shipment. • PROOF OF DELIVERY (POD): Requests for PODs must be received in writing within a timely manner. There will be no charge for PODs that confirm product was not delivered or was misdelivered. There will be a $20.00 charge if the POD proves the order was delivered to the customer or for POD requests over 1 week old. For PODs requested after 90 days, there will be a charge of $45.00 and they will no longer be guaranteed. • TIME FRAME: After initial claims are made according to the time frames outlined above, it is the Broker’s responsibility to provide EuroAmerican “Final Numbers” within a 4-week time frame after the order was received. Claims will be denied if “Final Numbers” are not received within the 4-week time frame. • Failure to notify EuroAmerican of claims within the above time frames will result in an automatic denial of your claim.
To speak with one of our professional growers, please call 888-323-0730.
We strongly recommend drenching plants with a broad- spectrum fungicide at liner planting.
Please note that photos are REQUIRED for all claims over $500, but appreciated for all claims. PLEASE EMAIL OR FAX CLAIMS TO: claims@pweuro.com 760-512-4122 (Attn: Claims Department)
888-323-0730 www.pweuro.com 199
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