WHAT TO KNOW ABOUT SHIPPING BEFORE YOU BUY A KILN
- A typical top-loading kiln will be dropped off curbside. If you need call ahead service (where they call you before delivering) or liftgate service (where they drop the carton to the road service) this must be ordered ahead.
- Trucking companies will not move a kiln into your house or up your driveway.
- You should be prepared to unload and inspect the kiln upon arrival.
- See this for crating options.
Some kilns need special handling
WHEN A NEW KILN ARRIVES
FREIGHT CARRIERS GIVE YOU 2 DAYS TO REPORT DAMAGE
Do not sign the DOCK RECEIPT until you have inspected the box or crate
- Examine the box AS it is delivered and BEFORE the truck leaves.
- If the carton is dented, crushed, unbanded, or off the skid, note it on the Delivery Receipt.
- Check number of cartons against Delivery Receipt.
- Look at the name on each carton. Is it addressed to you?
- Inspect contents while driver is present. If this is not possible, take photos and mark Delivery Receipt “SUBJECT TO POSSIBLE INSPECTION.” If obvious severe damage is visible, take photos and refuse shipment.
- Open and inspect your kiln carton or crate as soon as possible. DO NOT WAIT. FREIGHT COMPANIES ALLOW 2 DAYS TO REPORT SHIPPING DAMAGE. WE CANNOT HELP YOU WITH A DAMAGE CLAIM AFTER 2 DAYS AND YOU WILL BE RESPONSIBLE FOR THE COST OF REPAIRS.
- Take as many photographs of everything as soon as you can and email them to email@example.com. The time-stamp on these photograph/emails is critical when filing a damage claim! If you can write a 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 if concealed damage is subsequently discovered. (In some cases, the shipper may not allow you to do that).
- Unless the following procedures are followed correctly and we are notified within two (2) days, L&L cannot accept any responsibility for the problems that may ensue. There are no exceptions to this policy because we cannot control the procedures at shipping companies who have the power to deny claims.
- We will notify the local agent of the transportation company immediately and an inspection will be arranged.
- Hold damaged goods with any packing material undisturbed for an inspection by the carrier’s agent.
- DO NOT RETURN ANY DAMAGED GOODS TO L&L WITHOUT PRIOR AUTHORIZATION OF L&L AND THE CARRIER.
If L&L Selected The Carrier
- If you report shipping damage within 2 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.
- KEEP ALL PACKAGING!
- You will need to assist in repacking the kiln or damaged parts and getting it on a truck for shipment back to L&L (which will be arranged).
- If the damage is minor we may be able to just help you fix it without returning the kiln.
If the customer has selected the carrier
- Damage claims must be collected by the consignee (that is you).
- The consignee (you) must file a claim directly with the carrier for any damages occurring during shipment or final delivery. Our responsibility ends when the freight carrier accept the package at our factory.
- File a claim against the transportation company. Substantiate the claim with the examining agent’s report and photographs.
- Claims for loss or damage may not be deducted from our invoice or payment withheld awaiting adjustment of a claim.
- A certified copy of your invoice is available. If the shipment was prepaid, contact L&L in writing for transportation bill receipt.
- Discuss with us the best way to have equipment or goods repaired or replaced.
If your kiln was shipped from a distributor
- Follow the above process but contact your distributor. They need to file a claim. L&L is not responsible for these claims.
SMALL PACKAGE SHIPMENTS
- Notify us at once for replacement or repair.
- We will contact UPS or USPS regarding damage and insurance claim.
- Retain container and packing.
- Check packing list notations.
- The apparent shortage may have been marked as an intentional back ordered item.
- Re-inspect container and packing material, particularly for smaller parts.
- Ascertain that unauthorized personnel prior to complete unpacking and checking did not remove the item.
- Notify us immediately of shortage in by emailing firstname.lastname@example.org and by phone.
- If material received does not correspond with your order, notify us immediately referencing order number and item(s).
- Hold incorrect items until return shipping instructions are received.
- DO NOT RETURN ANY DAMAGED OR INCORRECT ITEMS UNTIL SHIPPING INSTRUCTIONS ARE RECEIVED.
- ALL CLAIMS MUST BE FILED WITHIN TWO (2) DAYS OF RECEIPT OF GOODS.
- IF YOU HAVE ANY QUESTIONS ABOUT THE PROPER PROCEDURES CONTACT US.