Our responsibility for your perfect product ceased upon the signed contract with an insured freight carrier who takes responsibility for transporting your product from us to you in the same condition that it left in (perfect condition!). When they deliver your product to you, you will have to sign for it, which completes the contract and releases the carrier from any further liability for your shipment.
This is why it is critical for you to carefully look at the shipment at time of delivery or as close to it as possible.
What to do when your shipment arrives!!
1.
Inspect for exterior package damage and obvious bending damage.
If there is physical damage of any kind to the packages (holes, tears, crushed areas), you have the legal right to open and inspect the contents of the shipment for damage before signing for the shipment (and we strongly encourage you to do so). If there is product damage SEE STEP 3. Be assertive with the driver or terminal agent if they try to prevent you from looking to see if the product is damaged.
ALL Roll bars are constructed as mirror images from left to right, just like your pickup truck bed:
- All Kicker Legs will be mirror images of each other, inline with each other as viewed from the side. If one kicker is higher than the other; most likely there is freight damage. SEE STEP 3.
- If the Kicker Legs mount to the bed floor with the hoop(s), yet one or both of the mount pads extend outside the vertical footprint of the pallet; most likely there is freight damage. SEE STEP 3.
- If the Roll Bar is no longer secured to the shipping pallet, or the pallet is missing; most likely there is freight damage. SEE STEP 3.
2.
Look at the invoice or Bill of Lading that the driver or agent will ask you to sign, please verify the quantity.
Please ensure that all items are accounted for (Example: 2 boxes or one box on a wooden pallet, etc.). If the quantity shown on the invoice/Bill of Lading does not match, immediately have the shortage noted on the freight Bill of Lading by the Freight agent or driver. This information is also located on the Freight paperwork that the driver has.
3.
If you find the contents are damaged or parts missing: NOTIFY THE DRIVER, TAKE PHOTOS, DO NOT ACCEPT NOR SIGN FOR THE SHIPMENT; REFUSE IT!!!
Refusing a damaged shipment guaranties fault with the freight carrier and saves you Step 4 listed below. Refusal will allow us to negotiate with the carrier, instead of you.
4.
Within 2 days after delivery, open the shipment and inspect for concealed damage.
If any damage is discovered at this time, please take photos and begin the following steps immediately:
a. Call the freight carrier that delivered the shipment immediately to begin a Concealed Damage Report. Concealed damage must be reported within 5 days after delivery.
b. Keep the damaged item and all the packing materials at the delivery point for inspector to examine. Do not throw away cardboard, pallet, shrink wrap or anything until the inspector looks at it. You also cannot install the item.
c. Confirm your call to the carrier in writing or email. If a letter, please retain a copy. This is your proof that you notified the carrier within the time limit.
d. When the inspector comes to inspect, read his report carefully prior to signing it. If you do not agree with any facts or conclusions made in this report, then do not sign it. The most common carrier excuse is “inadequate product packaging,” which should not be the case due to how our products are packaged. For instance, most of our products are wrapped in cohesive foam craft paper and then either directly in cardboard or covered with a double-walled cardboard box. The item is also strapped with steel strapping to reduce movement during shipment. The box is also stapled with heavy duty staples and sometimes shrink wrapped as well. Due to this process, “inadequate” should not apply. Damage usually occurs when the driver has an “accident” with another package. Unless a simple repair will be satisfactory, make sure the inspector on the report specifies “replace.” A new item can only be ordered if the freight company specifies “replace.”
e. Please document everything with PHOTOS!
f. If you have any questions or need help, please call us. We are willing to assist any way that we can, providing you have taken the necessary steps above to begin the claim process.
Please Note:
Do not return any product without authorization.
Any damage will need to be discussed on how best to proceed. Returned items will not be accepted from the carrier without authorization. Our responsibility for your product ceased upon pickup by the insured freight carrier. The freight carrier at product pick up point is responsible for your product. When the carrier delivers the shipment to you and you sign for it, then that releases the carrier from any liability. That is why it is important to look at the shipment at time of delivery or as close to it as possible. It does not mean that they will not cover damage that occurred during shipment, just that it makes it a lot more difficult to resolve. Also, if any damage must be repaired, please retain all receipts.
Now that all the rare bad things that can happen have been addressed….
We are so excited for you to see your completed product! We also would love for you to send photos of your product installed! If you have any questions regarding the installation or anything else, please do not hesitate to call.
Thank you so much for your order. We wish you many miles of happiness with your new Sterling Equipment Product!
Your Sterling Equipment Team
(352)669-3255
