Mandatory Receiving Requirements
Step 1: Visually inspect pallet/crate for damage. IMPORTANT: If the crate(s) appear to be damaged, take close-up and wide-angle photographs of the damage. Step 2: YOU MUST note any damage on the carriers BOL/DR at the time of delivery. Any deliveries accepted and signed by customer without such notes will be considered complete and no claim can be made. Step 3: Sign the Bill of Lading (BOL)/Delivery Receipt (DR). Keep one copy and save it for future reference, if needed. When you sign, you are accepting that delivery is complete and has no damage unless noted on BOL/DR at the time of delivery. *Make a note on all copies of the BOL/DR that describes any visible damage *Pictures of any damaged product and packaging are required. Please submit with claim form within 2 business days of delivery Note: Customer has 15 days to report any concealed (non-obvious) damage. Parts for concealed damages (replacement parts) cannot be provided at no charge if the closet has already been assembled. Parts must be requested at the time of inspection, not after the closet has been assembled. Concealed and Freight damage warranty claims must be reported within 15 business days of receiving the product. Only 1 replacement claim can be submitted for each order, so please have all of that information on the same request.
Steps to follow when your closet order arrives
We cannot provide freight damage replacement parts at no charge if you do not write “Box Damage/Product Damage” on the BOL/DR.
IMPORTANT: The driver cannot leave until you have signed the BOL/DR – take the time and get it right as quickly as possible. If the driver leaves your dock and you have signed the BOL/DR with no additional notes, you are stating that everything on your order is received in full and in good/acceptable condition! Claims made beyond this point will be subject to additional charges. If the driver should refuse to wait for you to check the packing slip against the delivered items make the following notes on all copies of the bill of lading: "Driver refused to allow the time for me to check to make sure all items were on the pallet(s)" Once your order ships, the trucking companies allow a certain amount of days for your shipment to be held at their warehouse (usually 3 days) before holding fees start to accrue. You will be emailed after your order ships with the tracking number and carrier information. Please reach out to the carrier as soon as possible to move forward with scheduling your delivery.
Please note: Because our closets are custom made, returns are not accepted. *
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