While our legal shipping terms are F.O.B. Origin (meaning ownership transfers at our loading dock), we realize that freight claims can be a headache for customers. To provide a stress-free experience, we offer:
- Courtesy Claim Handling: If the carrier damages your order, we handle the insurance paperwork and claim logistics for you. You don’t have to fight the freight company; we do it on your behalf.
- Expedited Production Priority: If damage occurs, you won’t be sent to the back of an 8-week production queue. We move your replacement material to the front of our production line to keep your project moving.
- Zero Additional Cost: We will provide replacement material for any wood damaged in transit at no additional cost to you, provided you follow the “Receiver’s Checklist” below.
To allow us to advocate for you with the carrier, you must follow these industry-standard steps:
- Inspect Before Signing: Look for signs of “crushed” packaging, broken pallets, or wet wood while the material is still on the truck.
- Note Damage on the BOL: You must write a specific description of any damage on the driver’s Bill of Lading (BOL) before signing.
- Take Photos: If you see damage, take 3–5 photos of the material while it is still on the trailer.
- Notify Us Within 48 Hours: Contact us at 800-333-7610 or [email protected] within 48 hours. This allows us to meet the carrier’s strict reporting windows.