We expect our products and service to meet your expectations and we will take all reasonable steps to ensure this.
PRODUCT MUST BE INSPECTED UPON DELIVERY
FIXFAST USA is not responsbile for damaged products due to shipping. It is the sole responsibility of the receiving party to fully inspect the product at the time of delivery for any potential damage. We recommend removing any protective wrapping to fully inspect the product, before the driver leaves. In addition please count the product before signing the Delivery Receipt.
Please photograph the damaged product on the truck and off the truck for evidence that will assist with a product damage claim. Damaged product must be held in the customer’s possession up to 2 months. The shipping company has the right to inspect and/or claim the product if a damage claim is filed and or / paid by them.
WHAT TO DO IF PRODUCT IS DAMAGED OR MISSING
If the product is damaged in any way, DO NOT REFUSE THE PRODUCT. It is best to receive the product but make sure the damage is noted on the paperwork and photos of the damaged product are taken. Refusing product by the customer does not excuse the customer of redelivery or return shipping costs. Please adhere to the following guidelines:
- Notify the delivery driver and make a note on the shipping paperwork. Make sure the driver gets a copy of this note.
- Take photographs of the damaged product both on the truck and off the truck if possible.
- Email the shipping paperwork and photos to email@example.com.
- Ensure FIXFAST USA is notified immediately of the damage.
FIXFAST USA must be notified within 3 days of product being received. FIXFAST USA cannot replace any product damaged during shipping without proper freight claim being submitted to the shipping company. A copy of the shipping paperwork will need to be faxed, emailed or mailed to FIXFAST USA in order for a damage claim to be filed with the freight company.
Any missing items must be reported to FIXFAST USA within 10 days of receipt of shipment. FIXFAST USA has extensive quality control procedures in place inlcuding photographic evidence of every shipment leaving our facility. We strive to be continually improving our systems and processes to ensure maximum safety with minimum fuss.
Any feedback relating to our shipping methods or packaging is encouraged and appreciated so we can constantly become better. Please contact our customer service team at 888-637-7872 or email firstname.lastname@example.org.