Shipping Damage

Immediate Actions

Do not sign the DOCK RECEIPT until you have inspected the box or crate

  1. Examine the box AS it is delivered and BEFORE the truck leaves.
  2. If there is any evidence of damage when it arrives, note it in detail with the phrase "possible concealed damage" on the bill of lading and immediately call the office for instructions before the truck leaves if at all possible.
  3. If there is obvious damage such as a hole in the box, a crushed box, etc., refuse the shipment. The kiln will then go back to the freight company’s terminal where they are entirely responsible.
  4. Open and inspect your kiln carton or crate as soon as possible. DO NOT WAIT.
  5. Take as many photographs of everything as soon as you can and email them to service@hotkilns.com. The time-stamp on these photograph/emails is critical when filing a damage claim!
  6. Note: unless the following procedures are followed correctly and we are notified within ten (10) days, L&L cannot accept any responsibility for the problems that may ensue.

When Inspecting a Shipment

  1. Count all the cartons and compare with the number shown on the freight bill of lading.
  2. Look at the name on each carton. Is it addressed to you?
  3. In case of damaged or missing cartons, write a full description of the breakage or damage or shortage on all copies of the freight bill before you sign it. Make your notations as specific as possible to protect yourself in the event that concealed damage is subsequently discovered.
  4. Open all cartons as soon as possible AND DEFINITELY WITHIN 10 DAYS. Claims MUST be filed within ten (10) days of receipt of goods. It is easy enough to repack our shipping cartons, so it is not OK to store a kiln after it is delivered and then claim shipping damage 3 months later, when the shipping company will refuse to honor any claim.
  5. We will notify the local agent of the transportation company immediately and an inspection will be arranged.
  6. Hold damaged goods with any packing material undisturbed for an inspection by the carrier’s agent.
  7. DO NOT RETURN ANY DAMAGED GOODS TO L&L WITHOUT PRIOR AUTHORIZATION OF L&L AND THE CARRIER.

If L&L Selected The Carrier

  1. Because we have good relationships with the various carriers that we regularly use, we are able to provide superior service when problems occur.
  2. If you report shipping damage within 10 days, we will make arrangements with the freight company for inspection. This is a necessary step in order for us to take care of the problem. We will expedite the process but it can take a few days or more to get an inspector into your facility.
  3. KEEP ALL PACKAGING!
  4. This should be the end of your problem, except to assist in repacking the kiln or damaged parts and getting it on a truck for shipment back to L&L (which we will arrange). You may also have to replace a damaged part (e.g. a top) on the kiln.

If the customer has selected the carrier

  1. Unfortunately, we do not have the ability to control this difficult process when we have not chosen the carrier.
  2. Damage claims must be collected by the consignee (that is you).
  3. The bill of lading is an acknowledgment by the transportation company of the receipt in good condition of the shipment covered by the invoice.
  4. Once the freight company has accepted the goods from the manufacturer the consignee must file a claim directly with the carrier for any damages occurring during shipment or final delivery.
  5. Because safe delivery of a shipment is the responsibility of the carrier, it is imperative that you inspect the shipment at the time of arrival before signing the freight bill.
  6. If you sign a clear delivery receipt (one signed without exceptions) and later find a shortage, or damage, you will be liable.
  7. Claims for loss or damage may not be deducted from our invoice, nor should payment be held awaiting adjustment of such claims.
  8. File a claim against the transportation company. Substantiate the claim with the examining agent’s report and photographs.
  9. A “certified” copy of your invoice will be available upon request at no charge. If the shipment was prepaid, contact L&L in writing for transportation bill receipt.
  10. Discuss with us the best way to have equipment or goods repaired or replaced.

If the Distributor has selected the carrier

  1. This applies to Third Party shipments only.
  2. Essentially, whoever determines which carrier to use is responsible for handling claims.
  3. See above customer-selected carrier for the process.

Small packages

United Postal Service

  1. Contact local UPS office regarding damage and insurance claim.
  2. Retain container and packing.
  3. Each UPS office has different methods of handling these occurrences and will advise you of their procedure.
  4. Notify us at once for replacement or repair. Note that we fully insure all shipments.

FedEx

  1. Contact us if you have damage. 

Other Problems: Shortage

  1. Check packing list notations.
  2. The apparent shortage may have been marked as an intentional back ordered item.
  3. Re-inspect container and packing material, particularly for smaller parts.
  4. Ascertain that unauthorized personnel prior to complete unpacking and checking did not remove the item.
  5. Notify us immediately of shortage in by emailing service@hotkilns.com and by phone.

Incorrect shipment

  1. If material received does not correspond with your order, notify us immediately referencing order number and item(s).
  2. Hold incorrect items until return shipping instructions are received.
  3. DO NOT RETURN ANY DAMAGED OR INCORRECT ITEMS UNTIL SHIPPING INSTRUCTIONS ARE RECEIVED.
  4. ALL CLAIMS MUST BE FILED WITHIN TEN (10) DAYS OF RECEIPT OF GOODS.
  5. IF YOU HAVE ANY QUESTIONS ABOUT THE PROPER PROCEDURES CONTACT THE OFFICE MANAGER AT L&L.

Effective Date

March 1, 2015