Shipping & Delivery
Freight and Damaged Goods Policy: If you received an item that appears to have been damaged in-transit, call us immediately at 800-934-9449 OR 512-487-5116, preferably while the driver is still there. If you do not inspect your shipment for damages within 48 Hours, we cannot be responsible for freight damages. When goods leave our dock, they are in perfect condition.
Larger (freight) shipments are curb-side only. A signature and possibly assistance may be required for unloading. We will work with you to arrange a delivery date and time, but the final details will be between you and the freight carrier.
You can trust that your order will be quickly processed and safely delivered. We can ship products anywhere in the contiguous United States.
Steps for handling freight shipments:
Delivery-
Look at the shipment when it arrives along with the Driver’s Receipt -- DR (slip of paper the driver will have you sign).
Make sure all freight is there.
For Example, if your Delivery Reciept states 5 pieces make sure all 5 pieces are there.
If not, go ahead and accept the shipment and note how many pieces you actually received and how many are short, then contact us with the details of the missing piece(s) ASAP.
Details of exactly WHICH package(s) are missing may be determined by comparing the item(s) received versus the packing slip. This information is necessary for us to communicate to the freight lines as to the size and markings of the box that we are looking for. When you let us know WHICH package(s) are missing, we know what the package looks like. We will then contact the shipper and perform a dock search to see if it can be found and a claim can be avoided.
Thoroughly examine all of the freight.
Damage to the exterior of the package(s)-
If there appears to be damage on the exterior of the package(s), then you have the right to ask for the package(s) to be opened to inspect the contents or to open it yourself to inspect it before signing the driver’s receipt. Do not reject the shipment.
It is still recommended that you inspect the contents of the shipment.
NOTE: it is very difficult to get paid on these types of claims, therefore-check all packages carefully, upon arrival, as pointed out above.
For freight shipments it is also wise to write “Not inspected for concealed damage” on the paperwork before accepting the merchandise.
FedEx and UPS claims are usually resolved within 14 business days. All claims that involve Freight Shippers may take up to 120 calendar days to resolve. We will do our best to accommodate all requests for replacement goods prior to the shipper resolving the claim but we do not guarantee this for every shipment.
IMPORTANT! ALL LTL DELIVERIES ARE CURBSIDE UNLESS WHITE GLOVE FEES ARE PAID. By signing the Delivery Report with no notes of damages you are accepting the goods as in good condition. All reports must be made within 48 hours after delivery. We cannot file claims with the shipper after this and you will be responsible for repairs or replacements. If you decide to leave a note and are not present at the time of delivery this is the same as you are signing for the delivery without exception.
For more questions, service@sunstonemetalproducts.com or 888-934-9449
