Two semi trucks parked in front of a building, demonstrating the company's commitment to its customers and recent Freight Policy changes.

How to File a Freight Claim with Special-Lite and Keep Your Project on Track

Handling freight claims can be complex and time-consuming, but with our approach, we aim to make it as straightforward and efficient as possible for you. Below is everything you need to know about filing a freight claim with Special-Lite to keep your project or installation on schedule.

Freight Handling Guidelines

1. Inspect Upon Arrival: As soon as your shipment arrives, inspect it thoroughly for any signs of damage or missing items. Prompt inspection is crucial for determining liability for any delivery-related issues.

2. Note Damages on Bill of Landing or Delivery Receipt: Make sure to note any damages on the Bill of Lading provided by the carrier. This documentation will help during the claim process.

3. Document and Photograph: In case of damage, document and photograph all visible damage, including both the overall shipment and close-ups of affected areas. This documentation will be essential for initiating the claim process.

Procedure for Damaged Freight

  1. Submit Photos Promptly: Submit all documentation and photos of the damaged freight within 5 days of receipt. The sooner you report the damage, the quicker we can initiate the resolution process. Send us photos of the shipment as well as close-ups of damaged areas.
  2. Hold Damaged Units: Hold onto damaged units for carrier inspection until the claim is settled. If storage is an issue, contact our Customer Service Team for assistance.

Handling Missing Freight

  1. Cross-Check Documents: To identify discrepancies, compare the Bill of Lading and packing list with the received units.
  2. Notify Customer Service: If any items are missing, notify our Customer Service Team immediately to initiate the claim process for replacement or repair.

Concealed Damage Post-Delivery

  1. Stop Unpacking: If you discover concealed damage after delivery, stop unpacking immediately and retain all packaging materials.
  2. Document and Send: Take photos of the damage and send comprehensive details to our Customer Service Team via our Contact Us Form. Remember to save all packaging materials.
  3. Consult Before Installation: Only install damaged product after consulting with someone from Special-Lite. We’re here to help you every step of the way.

By following these simple steps, you can help us ensure a seamless process for resolving potential freight issues and keep your project on schedule. Our Customer Service Team can always answer any questions or concerns.

At Special-Lite, we’re dedicated to providing you with the highest level of customer service, and this process reflects our ongoing commitment to your satisfaction. Thank you for choosing Special-Lite for your commercial door needs.