Before the delivery person leaves — and before you sign anything — confirm the correct quantity and condition of the delivery. The contents must be in perfect condition. Perfect means perfect, i.e., no damages at all. If, however, the box is damaged but the contents are still in tact, then this is not considered damage by the shipping company.
If you see any shortages or damages whatsoever, you have the right to:
- accept the shipment with 'conditions' or
- reject the entire shipment.
How to accept a shipment with 'conditions'
When a delivery arrives, you must inspect all packages immediately. Do not sign anything before you make the inspection. Carefully look at every box, especially if the contents are fragile. If there is a slight tear in the box or you suspect damages inside because there's a rattle, ask the driver to open it and inspect that box thoroughly. Make sure the contents are in perfect condition. If there is any damage small or large, record it on the driver's ticket before you sign for it.
For example you can write: "Small tear on one box. Contents of third box broken." Or, if you can't open every box, say, "several boxes damaged, subject to inspection". That way you are covered.
Tip: Always bring your sales order with you to compare to the picking ticket located on the box.
If you sign for a shipment and do not record any damage, the item is yours and the shipping company may not reimburse you for damages discovered later. Therefore, be very careful to inspect before you sign for it.
Boxes that have internal damage that is not noted are automatically classified as “concealed damages.” By federal law, freight companies are only required to pay a small portion of the cost of the damage.
How to reject the entire shipment
If the damage is extensive to one or two boxes or looks like it's beyond repair, it's best to simply reject the entire shipment altogether. Please tell the driver you will not accept the packages in this condition and he/she must return them to the company that shipped them (either Green Building Supply or one of our vendors). Then please call us immediately at 800.405.0222 so we can replace the items.
Rejection clearly means there will be a delay in receiving replacement packages. Shipping companies have the right to repair the problem, if possible, or replace them at their own expense and at a reasonable time frame. They are not required by law to replace your packages overnight for example, even if it has disrupted your schedule.
How to handle leaky products
In the event you receive a bottle or can that is leaking, usually the contents will be retained by a plastic bag. This may not show up on the outside of the box. We realize that this is an inconvenience, but those contents in most cases are still usable and can be poured back into the can or bottle or another container. In an effort to reduce our carbon footprints, we ask that you make reasonable efforts to reuse spilled product. If this is not possible or if the plastic bag is also leaking, then we will send you new product.
Please do not just return the entire box. Often there are other items in the box that were not affected by the leaking product. Please call us at 800.405.0222 and we will give you a Return Authorization number (RA#).
How to avoid frozen products
Water-based products will freeze when temperatures reach 32 °F or below. This may cause problems in performance with some products when thawed out but not with all products.
It is our policy not to ship water-based products when temperatures in your state go below 32 °F during the day or when a shipment may sit overnight in an unheated warehouse during a weekend. To avoid this, we only ship to these states on Mondays or Tuesdays to insure the shipment arrives before the weekend. We also insulate our boxes with extra recycled cardboard insulation. However, in spite of these measures, weather conditions or shipping issues may change quickly beyond our control.
Due to these difficulties, Green Building Supply can not be held responsible for any damages due to freezing. If you know it will be below 32 °F and you still want to take the risk of shipping, we will ship the package to you. However, we cannot be held liable in the event the product freezes.