2137 Roosevelt Avenue Racine, WI 53406 info@windowwellsupply.com 262.633.3707 www.windowwellsupply.com
Window Well Supply Delivery Procedure & Policy “Help us help you!”
We want to make sure that your delivery process goes as smoothly as possible. Please carefully read and follow the delivery instructions below. In the rare occurrence that things don’t go as planned, don’t panic, we are here to help!
Freight Shipments (LTL)
Preparing for Delivery ● Freight shipments will be unloaded curbside. Ensure there is an open space at the bottom of the driveway that is clear of vehicles, toys, snow, ice etc. for the skids/packages to be placed. ● An adult 18 years of age or older must be present on the day of delivery, please plan ahead for this. ● Get property management approval in advance if any policies or restrictions apply to your delivery. Examples include homeowner's associations, rental properties and military bases. Day of Delivery ● Be available by phone the day of delivery so that the carrier is able to contact you if needed. ● An adult 18 years of age or older must be present to sign for the delivery. If a responsible adult is not available at the time of delivery, or if the freight carrier cannot reach you to arrange a delivery appointment, your order may incur additional shipping and storage fees. ● Freight shipments will be unloaded curbside. You are responsible for moving the materials from this point. Requesting an inside delivery (i.e. garage, side of house, backyard, etc.) will result in an additional handling fee of up to $100. Identifying Damage - Relax, we have your back! At Window Well Supply, we are committed to the satisfaction of each and every customer. We work with top shipping partners to ensure your order arrives as expected. In the rare case that anything seems amiss, please follow these simple steps:
Don’t Delay: If you notice any damage, it's crucial to let us know as soon as possible. You have 48 hours to report any issues . Delays might mean we can't replace your items, and that's something we'd rather avoid. Please be sure to follow all steps below.
Inspect Each Package: Inspect each package for tears, holes, stains, water damage or anything else that would indicate the package may have been mishandled or tampered with. Look to see if packages have been opened or the sealing tape has been altered.
Take Photos: Remember to snap plenty of pictures, regardless of whether you accept or reject the delivery. We'd like to see everything - the packages on the truck, the unloading process, every side of the delivered pallets, and any damaged items. The more photos, the better! Videos work well too!
Document: Make sure you document any visible damage on the Delivery Receipt. Neglecting this step might affect your ability to get refunds or replacements. Remember, while the driver may be friendly, you're in charge of your shipment. Document any damage you see. You don't need to unbox everything, however, it's always better to overstate than to understate.
Don't Be Vague: It may seem like a good idea, but writing "Subject to Inspection" on the delivery receipt absolves the carrier of any damage responsibility. Let's avoid that, shall we?
Please send the documented damage information and photos, along with your name and order number, to: info@windowwellsupply.com
If Accepted: If the delivery is accepted, don't discard any damaged items. Once reported, they are the carrier's responsibility. The carrier will have up to 90 days to decide what action they will take - inspect, pick up, or dispose of them. Do not discard any damaged packages that you accepted as this could result in charges from the freight carrier.
If Refused: Even if you choose to refuse the delivery, you must still follow the steps above to document with photos and in writing, why the delivery was refused. Send all relevant information to: info@windowwellsupply.com.
We're On Standby: Contact us if you have any questions, we are here to help! (262) 633-3707 info@windowwellsupply.com
Damage Discovered Later Unboxed your items and found damage? Don't panic, and definitely don't start the installation process. Follow the steps below - within 48 hours of delivery - so that we can file a claim on your behalf and we’ll handle the rest! ● Note the location and type of damage; scratches, cracks, gouges, etc. ● Take photos of the damage that clearly depict where the product has been damaged. ● Please send this information to info@windowwellsupply.com along with your name and order number. ● Call us if you have any questions, we are here to help! (262) 633-3707
Parcel Shipments
Damage Discovered on Parcel Shipments Similar to freight shipments, we also need to know if there was any damage to your parcel (UPS/FedEx) shipment. Please review your packages and items inside as soon as possible and follow the steps below so that we can help get your items replaced as quickly as possible.
Report any damage found within 48 hours of delivery .
Note the location and type of damage; scratches, cracks, gouges, etc.
Take photos of the damage that clearly depict where the product has been damaged.
Please send the documented damage information and photos, along with your name and order number, to: info@windowwellsupply.com
Contact us if you have any questions, we are here to help! (262) 633-3707 info@windowwellsupply.com
Delivery Errors We try our hardest to ensure that each order is exact, but, unfortunately, sometimes mistakes do happen. If your delivery doesn't match your order, we apologize and assure you that we'll set it right. Please contact us right away (within 48 hours after delivery) at: info@windowwellsupply.com. A member of our team will arrange a prompt replacement or refund for you.
Thank you for choosing Window Well Supply!
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