Freight and Delivery Damage Claims
Large items such as patio sets, fire pit tables, vanities, and wine racking ship by freight carrier rather than by parcel. Freight damage is uncommon, but when it happens the outcome depends almost entirely on what you do in the first five minutes at delivery. Please read this before your delivery arrives.
Before you sign anything
The delivery driver will ask you to sign a delivery receipt, also called a bill of lading or BOL. Your signature is a legal statement that the shipment arrived in good condition. Once you sign clean, the carrier’s liability is largely closed.
- Do not let the driver leave before you inspect. You are entitled to inspect.
- Count the pieces against the delivery receipt.
- Walk around the packaging. Look for crushed corners, punctures, tears, water staining, shifted or re-taped cartons, and broken shrink wrap or banding.
- Photograph the shipment on the truck or at the curb before it is moved, then photograph any damage you find.
- If anything looks wrong, open and inspect the contents before signing.
If you see any damage, note it on the receipt
Write the specific damage on the delivery receipt before you sign. For example: “Carton 2 of 3 crushed on left corner, contents damaged.” Do not accept a driver’s suggestion to sign clean and sort it out later.
If the damage is severe, you may refuse the shipment or the damaged piece outright. Note the refusal on the receipt. Contact us the same day and we will arrange a replacement.
Concealed damage
Sometimes packaging looks fine and the damage is inside. Unpack and inspect every item within 48 hours of delivery, even if you do not plan to install right away. Concealed damage must be reported to us within 5 calendar days of delivery. After that window, carriers routinely deny claims and we lose the ability to recover the cost.
How to file with us
Email support@theeverythingdepot.com or call 1-866-777-2590 with:
- Your order number
- A photo of the signed delivery receipt showing your damage notation
- Photos of the outer packaging, all sides
- Photos of the damaged item, wide shot and close up
- A short description of what is damaged
Keep all original packaging until the claim is closed. Carriers frequently require it for inspection, and discarding it can void the claim.
What happens next
We acknowledge every damage report within 1 business day. We file the claim with the carrier and the manufacturer on your behalf. Depending on the item and the extent of the damage, the resolution is a replacement part, a full replacement unit, or a refund. You do not deal with the carrier yourself.
What is not a freight claim
Manufacturing defects discovered after normal use are handled under the manufacturer warranty. See our Warranty Information page.