Overages, Shortages & Damages (OSD)

Since Title To & Risk of Loss for goods passes to the customer upon acceptance of the goods from the carrier, it is critical that the customer inspect the goods for visible damage before signing and accepting delivery. If damage or shortages are suspected, inspect all items immediately to validate condition and accuracy before signing the Delivery Receipt. 

OVERAGES AND SHORTAGES

Notate any shortages or overages on the Delivery Receipt before signing and immediately contact Customer Service for assistance at 888-211-0397. 

• When making notation on the Delivery Receipt, use specific details and avoid general or generic terms such as “Short Product” or “Missing Item”. 
• Example of Proper Notation: Missing 3 of item XXXXX 

DAMAGES

Although we do our best to partner with carriers that deliver your products in a timely and damage free manner, accidents do happen. Sometimes the outer carton or crate might look damaged but the product is unaffected. If you suspect that a product was damaged in transit, open and complete a detailed inspection. 

VISIBLE DAMAGE

If visible loss or damage is apparent at time of delivery it should be specifically noted on Delivery Receipt. 

• When making notation on the Delivery Receipt, use specific details and avoid general or generic terms such as “box damage”, “torn” or “subject to inspection”. 
• Example of Proper Notation: Box 2 of 2, item XXXXX has crushed outer corner  
• Contact Customer Service immediately to report any damages noted on Delivery Receipt
• Customer Service will initiate replacement orders if needed. 
• Customer Service will file a claim with the carrier for goods shipped 

CONCEALED DAMAGES

Damage that was not apparent at time of delivery is considered concealed damage. 

• The customer must notify Customer Service at 888-211-0397 of all concealed damages within seven (7) calendar days of receipt of the shipment. 
• Claims are time sensitive and must be completed immediately. 
• The customer should retain all damaged goods in their originally received containers