The following policy should be followed by all customers receiving their ordered products through small parcel or LTL freight delivery. Customers should not discard the product or product packaging or attempt assembly or installation of any products that have possible damage until the claim has been reviewed.

 

VISIBLE DAMAGE TO PACKAGING/PRODUCT or MISSING/INCORRECT ORDER CONTENTS

LTL freight deliveries of bulky items such as cabinetry and door units should be inspected immediately after the freight carrier unloads the palletized order during the customer’s prescheduled delivery appointment.

 

The customer is responsible for verifying the contents and counts of the delivered products and inspecting the shipment for visible damage at the time of delivery.  Any visible damage to the products and packaging or missing/incorrect products should be noted on the delivery receipt while the freight carrier is still on premises.

 

Customers should not refuse an LTL shipment solely because one or more items appear damaged. If the shipment has extensive visible damage or appears unsafe to unload, contact Home Outlet for assistance before accepting or refusing the shipment, when reasonably possible.

 

Small parcel (FedEx and UPS) delivery inspection should take place promptly upon receipt of the package.

 

If necessary, unbox the product enough to get adequate pictures of damaged areas.  Note all visible damage and take multiple pictures of the damaged product and packaging. These notes and pictures will help expedite the claims and replacement process.

 

Submit the information for your damage claim on the Shipping Damage Claims web page to expedite processing. Claims should include the order number, affected item(s), description of the damage or shortage, photographs, and a copy or picture of the delivery receipt when applicable.

 

CONCEALED DAMAGE

Not all damage is evident by inspecting product packaging upon delivery. Product package contents shift during transit and can cause damage that is only noticeable as products are unpackaged.

 

All delivered products should be unpackaged and inspected for concealed damage within 48 hours of delivery. If any damage is identified, DO NOT proceed with assembly or installation of the product. Take pictures of the damage and packaging and submit this information on the Shipping Damage Claims web page. Home Outlet will work with you to find an appropriate remedy to your specific situation.

 

CLAIMS PROCESSING

We understand that damaged orders are frustrating and can bring projects to a standstill.  Home Outlet will work as quickly as possible with you, our stores, freight carriers, and our suppliers, as appropriate, to resolve any issues you encounter.

 

You can expect initial contact from Home Outlet within two business days of submitting your damage claim information on our website.

 

Damage claims submitted outside the 48-hour inspection window will be reviewed on a case-by-case basis. Failure to inspect a shipment promptly or document visible damage on the delivery receipt may affect the ability to recover damages from the freight carrier and may limit the remedies available to the customer.

 

Damage resulting from inadequate packaging, and incorrect shipment, product defect, or other Home Outlet or supplier-related issue will be evaluated separately from freight carrier-caused transit damage.

 

For fragile or high-risk products, customers are encouraged to request Local Delivery, if available, or In-Store Pickup to complete their transaction.