Anderson Teak Freight Damage Claim Policy
Anderson Teak takes great care in inspecting, packaging, and preparing every order for shipment. Although we work with professional freight carriers, damage may occasionally occur during transportation.
To protect your order and allow Anderson Teak to assist with a freight claim, customers and receiving parties must follow the procedures below.
1. Customer Responsibility at Delivery
The customer or authorized receiving party is responsible for inspecting the shipment before signing the delivery receipt or Bill of Lading (BOL).
Before accepting the shipment, please inspect:
• Cartons and boxes
• Pallets
• Protective wrapping
• Straps and packaging
• Exposed merchandise
• Quantity of cartons or pieces received
Look for crushed cartons, punctures, tears, broken pallets, missing cartons, water damage, or any other evidence that the shipment may have been damaged during transportation.
2. Visible Freight Damage
If any visible damage is found, the customer must:
1. Take clear photographs of the shipment before it is moved or unpacked.
2. Photograph the damaged carton, pallet, packaging, and merchandise when visible.
3. Write “DAMAGED” on the carrier's delivery receipt or BOL.
4. Briefly describe the damage on the delivery receipt whenever possible.
5. Obtain a copy or photograph of the signed delivery receipt showing the damage notation.
6. Keep all cartons, pallets, and packaging materials.
Do not sign the delivery receipt as clear if there is visible damage.
A driver's verbal acknowledgment of damage is not a substitute for documenting the damage on the delivery receipt or BOL.
3. Pending Inspection
If the driver cannot wait while the shipment is completely inspected, or if the merchandise cannot reasonably be inspected at the time of delivery, write:
“PENDING INSPECTION”
on the delivery receipt or BOL before signing.
The shipment should then be opened and inspected as soon as reasonably possible.
4. Concealed Damage
Concealed damage is damage that was not visible from the exterior packaging at the time of delivery but is discovered after the carton or packaging is opened.
If concealed damage is discovered:
• Stop unpacking if further handling could increase the damage.
• Photograph the damaged merchandise immediately.
• Photograph the interior and exterior packaging.
• Photograph the shipping label and pallet, when applicable.
• Keep all original packaging materials.
• Contact Anderson Teak promptly.
Do not repair, dispose of, return, or alter damaged merchandise before receiving instructions from Anderson Teak.
5. FedEx Ground and Small-Parcel Shipments
For FedEx Ground, UPS, or other small-parcel deliveries, inspect each carton immediately upon receipt.
If the carton shows signs of damage:
• Photograph the unopened carton.
• Photograph the shipping label.
• Carefully open and inspect the merchandise.
• Photograph any product damage and the interior packaging.
• Retain the carton and all packaging materials.
• Notify Anderson Teak promptly.
6. How to Submit a Freight Damage Claim
To request assistance with a freight damage claim, please provide Anderson Teak with:
• Order or invoice number
• Customer/company name
• Delivery address
• SKU or item number
• Quantity affected
• Description of the damage
• Photographs of the damaged merchandise
• Photographs of the exterior packaging
• Photographs of the interior packaging
• Photographs of the pallet, if applicable
• Photograph of the shipping label
• Copy or photograph of the signed BOL or delivery receipt
• Tracking or PRO number, if available
Please provide clear photographs showing both the overall product and close-up views of the damaged area.
Incomplete documentation may delay our ability to evaluate and process the claim.
7. Signing a Freight Delivery Without Damage Notation
When a freight delivery receipt or BOL is signed without a notation such as “DAMAGED” or “PENDING INSPECTION,” the carrier may consider the shipment to have been received in apparent good condition.
This can significantly affect the carrier's acceptance of a freight damage claim.
For this reason, Anderson Teak strongly recommends that customers never sign a freight delivery receipt as clear without first inspecting the shipment.
8. Keep the Damaged Merchandise and Packaging
Do not discard:
• Damaged furniture
• Cartons
• Pallets
• Foam
• Protective wrapping
• Straps
• Labels
• Other packaging materials
The carrier may require inspection of the merchandise and packaging as part of the claims process.
Please retain these materials until Anderson Teak confirms that they may be discarded.
9. Do Not Return Damaged Merchandise Without Authorization
Damaged merchandise should not be returned to Anderson Teak without prior authorization.
Unauthorized returns may create additional freight charges and may interfere with the freight claim process.
Anderson Teak will provide instructions regarding repair, replacement parts, replacement merchandise, carrier inspection, return, or other appropriate resolution after reviewing the claim.
10. Claim Review and Resolution
After receiving the required documentation, Anderson Teak will review the reported damage and, when appropriate, coordinate with the freight carrier.
Depending on the circumstances and extent of damage, possible resolutions may include:
• Replacement parts
• Repair assistance
• Product replacement
• Freight carrier inspection
• Return authorization
• Other mutually appropriate resolution
The appropriate resolution will be determined after the damage and supporting documentation have been reviewed.
11. Dealer and Dropship Orders
Anderson Teak dealers, dropship partners, and trade members are responsible for forwarding these delivery inspection requirements to their customers before delivery.
When sending tracking or delivery notifications, dealers should clearly instruct their customers to inspect the shipment and document any visible damage on the delivery receipt or BOL before signing.
Failure by the receiving customer to properly document freight damage may affect the ability to pursue a successful carrier claim.
12. Important Notice
Freight damage procedures and claim requirements may vary by carrier and shipment type. Carrier claim decisions are ultimately subject to the applicable carrier's rules, documentation requirements, and terms of carriage.
Anderson Teak will make reasonable efforts to assist customers with properly documented freight damage claims; however, compliance with these procedures does not guarantee that a freight carrier will approve a claim.
Questions or Assistance
If your Anderson Teak shipment arrives damaged or you have questions about the inspection process, please contact Anderson Teak Customer Service promptly.
Having your order number, photographs, and delivery receipt/BOL available when contacting us will help us assist you more efficiently.
Anderson Teak takes great care in inspecting, packaging, and preparing every order for shipment. Although we work with professional freight carriers, damage may occasionally occur during transportation.
To protect your order and allow Anderson Teak to assist with a freight claim, customers and receiving parties must follow the procedures below.
1. Customer Responsibility at Delivery
The customer or authorized receiving party is responsible for inspecting the shipment before signing the delivery receipt or Bill of Lading (BOL).
Before accepting the shipment, please inspect:
• Cartons and boxes
• Pallets
• Protective wrapping
• Straps and packaging
• Exposed merchandise
• Quantity of cartons or pieces received
Look for crushed cartons, punctures, tears, broken pallets, missing cartons, water damage, or any other evidence that the shipment may have been damaged during transportation.
2. Visible Freight Damage
If any visible damage is found, the customer must:
1. Take clear photographs of the shipment before it is moved or unpacked.
2. Photograph the damaged carton, pallet, packaging, and merchandise when visible.
3. Write “DAMAGED” on the carrier's delivery receipt or BOL.
4. Briefly describe the damage on the delivery receipt whenever possible.
5. Obtain a copy or photograph of the signed delivery receipt showing the damage notation.
6. Keep all cartons, pallets, and packaging materials.
Do not sign the delivery receipt as clear if there is visible damage.
A driver's verbal acknowledgment of damage is not a substitute for documenting the damage on the delivery receipt or BOL.
3. Pending Inspection
If the driver cannot wait while the shipment is completely inspected, or if the merchandise cannot reasonably be inspected at the time of delivery, write:
“PENDING INSPECTION”
on the delivery receipt or BOL before signing.
The shipment should then be opened and inspected as soon as reasonably possible.
4. Concealed Damage
Concealed damage is damage that was not visible from the exterior packaging at the time of delivery but is discovered after the carton or packaging is opened.
If concealed damage is discovered:
• Stop unpacking if further handling could increase the damage.
• Photograph the damaged merchandise immediately.
• Photograph the interior and exterior packaging.
• Photograph the shipping label and pallet, when applicable.
• Keep all original packaging materials.
• Contact Anderson Teak promptly.
Do not repair, dispose of, return, or alter damaged merchandise before receiving instructions from Anderson Teak.
5. FedEx Ground and Small-Parcel Shipments
For FedEx Ground, UPS, or other small-parcel deliveries, inspect each carton immediately upon receipt.
If the carton shows signs of damage:
• Photograph the unopened carton.
• Photograph the shipping label.
• Carefully open and inspect the merchandise.
• Photograph any product damage and the interior packaging.
• Retain the carton and all packaging materials.
• Notify Anderson Teak promptly.
6. How to Submit a Freight Damage Claim
To request assistance with a freight damage claim, please provide Anderson Teak with:
• Order or invoice number
• Customer/company name
• Delivery address
• SKU or item number
• Quantity affected
• Description of the damage
• Photographs of the damaged merchandise
• Photographs of the exterior packaging
• Photographs of the interior packaging
• Photographs of the pallet, if applicable
• Photograph of the shipping label
• Copy or photograph of the signed BOL or delivery receipt
• Tracking or PRO number, if available
Please provide clear photographs showing both the overall product and close-up views of the damaged area.
Incomplete documentation may delay our ability to evaluate and process the claim.
7. Signing a Freight Delivery Without Damage Notation
When a freight delivery receipt or BOL is signed without a notation such as “DAMAGED” or “PENDING INSPECTION,” the carrier may consider the shipment to have been received in apparent good condition.
This can significantly affect the carrier's acceptance of a freight damage claim.
For this reason, Anderson Teak strongly recommends that customers never sign a freight delivery receipt as clear without first inspecting the shipment.
8. Keep the Damaged Merchandise and Packaging
Do not discard:
• Damaged furniture
• Cartons
• Pallets
• Foam
• Protective wrapping
• Straps
• Labels
• Other packaging materials
The carrier may require inspection of the merchandise and packaging as part of the claims process.
Please retain these materials until Anderson Teak confirms that they may be discarded.
9. Do Not Return Damaged Merchandise Without Authorization
Damaged merchandise should not be returned to Anderson Teak without prior authorization.
Unauthorized returns may create additional freight charges and may interfere with the freight claim process.
Anderson Teak will provide instructions regarding repair, replacement parts, replacement merchandise, carrier inspection, return, or other appropriate resolution after reviewing the claim.
10. Claim Review and Resolution
After receiving the required documentation, Anderson Teak will review the reported damage and, when appropriate, coordinate with the freight carrier.
Depending on the circumstances and extent of damage, possible resolutions may include:
• Replacement parts
• Repair assistance
• Product replacement
• Freight carrier inspection
• Return authorization
• Other mutually appropriate resolution
The appropriate resolution will be determined after the damage and supporting documentation have been reviewed.
11. Dealer and Dropship Orders
Anderson Teak dealers, dropship partners, and trade members are responsible for forwarding these delivery inspection requirements to their customers before delivery.
When sending tracking or delivery notifications, dealers should clearly instruct their customers to inspect the shipment and document any visible damage on the delivery receipt or BOL before signing.
Failure by the receiving customer to properly document freight damage may affect the ability to pursue a successful carrier claim.
12. Important Notice
Freight damage procedures and claim requirements may vary by carrier and shipment type. Carrier claim decisions are ultimately subject to the applicable carrier's rules, documentation requirements, and terms of carriage.
Anderson Teak will make reasonable efforts to assist customers with properly documented freight damage claims; however, compliance with these procedures does not guarantee that a freight carrier will approve a claim.
Questions or Assistance
If your Anderson Teak shipment arrives damaged or you have questions about the inspection process, please contact Anderson Teak Customer Service promptly.
Having your order number, photographs, and delivery receipt/BOL available when contacting us will help us assist you more efficiently.