Freight Claims

Our customer service team will help you solve problems related to freight issues, including damaged shipments, short shipments or lost deliveries.

Receiving shipments

PolyVision packages all products to prevent possible damage, and all shipments will contain a detailed packing slip that lists each item in the shipment. If you receive a shipment without a packing slip, please contact us to obtain a copy before signing the carrier's freight receipt.

1. Inspect your delivery for damages immediately upon receiving the goods. Review the bill of lading to ensure that all materials listed are included in the shipment packaging.
2. If you discover a problem, bring it to the driver's attention immediately. Always note all damage or shortage precisely before signing your freight receipt. The more precise your notation, the easier your claim will be to resolve.
3. You may choose to reject the shipment at the time of delivery receipt. In this case, PolyVision will be responsible for filing the freight claim.
4. If the shipment was not rejected at delivery, you must contact the freight company and file a freight claim with the carrier.
5. Contact PolyVision customer service at (800) 620-POLY (7659), notify us of the damaged order and schedule a replacement order to be processed. A purchase order (PO) for the replacement must accompany the order.
6. PolyVision will invoice you for the replacement, and the freight carrier will reimburse you for the original order. The freight carrier will reimburse you directly for the freight-damaged order.

Filing a freight claim

1. File the claim within the required nine-month time period. A freight claim and its supporting documentation must be filed within nine months of delivery, or in cases of non-delivery, within nine months after a reasonable time for delivery has elapsed. Carriers will not pay a claim unless it is filed in writing within the allotted nine-month period.
2. Report concealed shortage or damage within 15 days. Concealed shortage or damage must be reported to the carrier within 15 days of delivery, or no claim can be filed.
3. Determine the dollar amount that accurately represents your shortage or damage. The carrier states that you, as the owner of the goods, have a legal obligation to minimize the amount of a claim whenever possible. The carrier will recommend that you make the efforts to repair, discount or salvage the damaged goods.
4. Collect the required documents to support your claim:
   • A standard claim form from the carrier and the claim amount
   • A copy of your invoice showing the amount paid for the material
   • A copy of the packing slip
   • A copy of the bill of lading
5. Send your claim and all supporting documentation to the carrier for payment. The freight carrier will provide you with the address for mailing the claim, or some carriers offer a fax option. Contact the carrier for more information regarding filing the claim.

Remember that you must retain all damaged material until the claim is completely resolved. In some cases, the carrier will notify you that they intend to pick up the damaged material. If you are not able to provide the material for the carrier, then the claim is denied.

Shipment shortages

If you feel a part of your shipment is missing, match the shipment with the freight bill and check the number against what is indicated on your delivery receipt. Write a precise description of the shortage on both your copy and the freight carrier's copy of the freight bill. Contact PolyVision customer service to report the shortage, and we will make every effort to locate your missing freight or assist in determining whether the freight was lost in transit or missed in the original shipment of the order. All short shipment requests must be submitted to PolyVision customer service within 15 days of delivery receipt.

How to have a shortage traced

Before contacting PolyVision customer service, be sure to have the following information available:

• PolyVision order number and/or purchase order number
• Freight carrier name
• Names and addresses of the shipper and consignee
• Number of pieces in the shipment
• Number of pieces missing
• Delivery date
• Complete description of the missing pieces (including size, color, etc.)
• Any other information that you think would be helpful in identifying the containers or contents

Visible damage

If the containers, bundles or material show visible signs of damage, open them immediately and check the contents for physical damage. Ask the driver to inspect the contents with you. Write a precise description of the damage on both your copy and the freight carrier's copy of the freight bill prior to signing for the receipt of goods.

After the delivery, contact PolyVision customer service to report the damage and submit a replacement purchase order. The freight carrier may not have an inspector examine the damaged freight. Instead, the carrier may request that you do the inspection yourself and keep a written description should you decide to file a freight claim. An inspection report and/or notation of damage on the freight receipt is not a claim. You must file a claim for visible damage within nine months of the damage, and both signed delivery receipts must include indication of the damage. You should retain the damaged freight until the claim is completely settled. Failure to keep damaged freight will void any freight claim with the carrier.

Note: Do not install damaged freight as this will void any freight claim with PolyVision and the carrier.

Concealed shortage or damage

As soon as possible after delivery, unpack and inspect your shipment. Should you discover a concealed shortage or damage, report it to the carrier immediately and request an inspection. All claims for concealed shortage or damage must be made to the carrier within 15 days of the delivery date. While you wait for the inspection, you must make every attempt to leave the containers and packing materials as they were when you first discovered the shortage or damage.