In order for Company to process Reseller Freight Damage/Shortage claim quickly and efficiently:

  • At the time of delivery:
    • Please inspect the condition of the package(s).
    • Look for any sign of package was opened, damaged, retaped, or otherwise tampered with.
    • If it appears to be tampered with attempt to have carrier wait for inspection of contents.
    • Verify quantity and check that the part numbers are correct.
  • Damages and quantity discrepancies must be notated on the delivery receipt with carrier.
  • When receiving truck shipments, if the shrink wrap is not intact and/or shipment appears to be retaped or rewrapped / tampered with, please also notate that on the delivery receipt. LTL shipments received short or damaged must be notated on the delivery receipt at time of signing.
  • Signing for delivery clearly indicates that there are no discrepancies with Reseller’s shipment.
  • To report damages or quantity discrepancies:
    • Please contact our Customer Care team immediately.
    • Damages require pictures of all 6 sides of the box or carton upon submitting Reseller’s claim.
  • If Items are drop shipped, Reseller is responsible for any damage, shortage or other discrepancy created by End User, carrier, freight provider or any other third party. Please contact the carrier directly to resolve the issue.
  • For small parcel or LTL shipments, all damages and shortages must be reported within 5 business days including the date of delivery to report the claim by contacting Company Customer Care.
  • Provide Company Customer Care with condition of the product, pictures of both the box and the product if damaged, tracking number, and contact name and phone number where package is located. (Address must be the same as the address where the product was delivered, or the claim is no longer valid and will be denied.)
  • When applicable, the carrier should inspect and/or pick up the damaged package, leave a call tag, pick up receipt and return the product back to Company within 7-10 business days. Please keep this receipt for Reseller’s records in case the product is not returned to Company.
  • In the event that the inspection does not take place, Reseller’s product is not picked up, or Reseller has not received an email label/call tag within 5 business days of Reseller’s initial call, please contact Company Customer Care.
  • Please be advised that if all of the above criteria are met, there is no guarantee that the claim will be approved. The above guidelines are to prove that the carrier has mishandled Reseller freight and will be held responsible.