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About Freight Damage

When products are shipped, there’s always an inherent risk of damage during transport. We work to minimize this risk by packaging products securely. Our shipping carriers also have processes in place to prevent damage to products they handle. However, despite our best efforts, occasionally a shipment will be damaged when it arrives at its destination.

Receiving Your Shipment

You as the customer have both the right and responsibility to inspect the goods before acceptance. When you sign driver’s documents acknowledging receipt, you are signing a legal document that states that you have received everything in good order. So, before you sign for your shipment, be sure to inspect for damage! For details about how to inspect your LTL Freight shipment, see the last section of our Shipping Policy.

Delivery Without Signature

Some parcel items may be delivered without signature. If an item is left without a signature and damage is discovered, we’ll send a replacement at no charge and file a claim with the carrier. Contact us immediately at 866-554-4328 or email info@ecomfort.com.

We require that all LTL Freight orders be signed for during delivery. Do not ask the carrier to “leave the product” or any other action that would prevent them from obtaining a signature proof of delivery. Should they leave a product per your request (written or verbal), and damage is discovered later, we will not be responsible. You will have to file a claim directly with the freight carrier.

It’s Broken, Now What?

If you refused delivery of your shipment because it arrived damaged, we’ll send a replacement at no charge. Contact us immediately at 866-554-4328 or email info@ecomfort.com so that we can issue a replacement order and start a claim with the freight carrier.

If you accepted delivery of your shipment, but noted the specific damage on the delivery receipt, we’ll need to see a copy of the delivery receipt before proceeding. If the notation is clear enough to support a freight claim, we’ll send a replacement for any damaged products. We’ll also schedule return shipping, when necessary, of the damaged products. Contact us immediately so we can start investigating.

Damage Discovered After Delivery

If you signed for the shipment in good order, there is nothing we can do to compensate you for any freight damage. We will not be able to accept the product as a return. You can still file a claim directly with the freight carrier. We don’t have any influence over the outcome of the claim, but filing the claim quickly and providing details (including photos) is highly recommended. Please contact the freight carrier for information about the claims process or the proper forms.

If there is no sign of damage to the packaging, but the product is damaged, there is a small chance that the damage was incurred at the factory. Though rare, these cases are handled as Warranty Claims. We will require clear photos, from all sides, of the product damage as well as the original packaging. Please see our Warranty Policy for more details.

Last Updated: December 28, 2012

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