We know how important it is to receive your products on time and in good working order. From time to time, products do arrive with shipping damage. If this happens to you, here are the steps you need to take to be sure your parts are replaced efficiently.
1. Keep all packaging
2. Take photos of all packaging and product damage
3. Reach out to us via our website chat or send an email to customerservice@inovativ.com. Please include the images of Packaging and Product Damage.
4. Immediately follow up with our support team at (626) 969-5300 for assistance
LTL Freight Damage: Inovativ LTL (Less Than Truckload) is packed on a pallet with a non-stackable warning cone and shrink wrapped to ensure that it does not separate from the pallet or loose any individual boxes. LTL shipments are consolidated with other loads, meaning that your freight is loaded onto the same trailer with other LTL freight. If your shipment is being transported via freight truck, you have rights and responsibilities as the end recipient (known as the “consignee”).To ensure that you are receiving what you ordered, and in acceptable condition, the National Claims Council Regulations specify that you must inspect, examine, and inventory your shipment as it is unloaded. Freight shipments cannot be just left at the delivery location, therefore making and keeping your delivery appointment is highly important. On arrival, inspect the shipment immediately for obvious signs of damage. Any and all shortages and damages must be written on the Bill of Lading. Should you determine that any items are damaged or missing, you MUST note the item, the discrepancy, and the condition before you sign it! Then call the freight company to report any problems. You should open cartons and containers. If there is the slightest doubt that the merchandise is damaged (concealed or not) it must be noted on the Bill of Lading or Freight Bill, or the liability to prove that the delivering carrier did the damage becomes your responsibility.The driver cannot leave until the Bill of Lading is signed (regardless of how much in a hurry they are or how late they are). The carrier’s driver should help you receive your shipment and answer your questions. While your driver is there, compare the pieces of freight you are receiving to your carrier’s freight bill. When you’ve determined that the condition and quantity of your freight is acceptable, you can then sign the delivery receipt. The driver will provide you with a copy, taking the signed copy with them (as a delivery receipt). If one is not offered, request one, as is your right. The Bill of Lading is the only documentation of the condition of a shipment when it arrives at your location, and without this document, we cannot hold others accountable for items damaged or missing.Your signature on the delivering carrier’s freight Bill of Lading (BOL) constitutes acceptance of the merchandise as is and in good order. If you do not inspect before signing you are, for all practical purposes, waiving the right to collect on a damage claim even if the damage is discovered later (known as concealed damage).If there is discovered damage: if the box, crate, or merchandise is visibly damaged, refuse the delivery and contact us immediately to request a Return Authorization number so the merchandise can be shipped back to its origin at no charge. Please also notify us of the situation as quickly as possible so we can follow-up on our end to assist with any required procedures.If there is concealed damage: although we strongly recommend inspecting the shipment prior to signing the delivery receipt, some still do not do so. If the consignee or their representative sign for the shipment, and then at a later time discover that there is some damage not noticed at delivery (called “concealed damage”), then a claim will need to be filed by the consignee against the freight company – as a shipment is technically the property of the consignee once it is loaded onto a freight truck, it is the consignees responsibility to pursue a damage claim for replacement or compensation.In the event of concealed damage, it is vital that you immediately document and photograph (if possible) the packaging and the damage. You must keep the packaging. Do not move the item but call the carrier and report the damage. They will begin a concealed damage claim and ask for an inspection. You must also notify us so that we are aware of the situation and can be of assistance if required. The inspector will determine if the damage was possibly carrier caused.Please note: If the consignee has signed for the shipment indicating there was no damage noted at time of receipt, the consignee would then have to take up their claim with the freight carrier if concealed damage becomes apparent after receipt. Many people order products in advance of need, and wait until it is to be installed to finally check the condition of the product (sometimes weeks or even months have passed); in these situations, it is the consignee’s sole responsibility to contact the freight carrier and pursue a claim.Remember: in cases of concealed damage, you signed the document saying everything was OK; a report and a claim must be filed with the carrier immediately – the sooner concealed damage is discovered and reported, the better. In 2015 the National Motor Freight Traffic Association (NMFTA) specified that shippers are must report concealed damage to the carrier within 5 days. This applies to all LTL shipments. This means that if you fail to report concealed damage within 5 days, it will result in your inability to file a freight claim with the carrier.Inovativ cannot be held responsible for LTL freight damage or missing pieces; we will help you deal with the freight company, but you must call the freight inspector and you must file the claim. Ultimately, it is the Freight Company’s responsibility to deliver the shipment in good condition, and it is the consignee’s responsibility to inspect and sign for the products and notate any missing or damaged pieces.