Reporting Shipping Damage

So… now what?

You’ve waited all this time for a custom built door but it arrives with shipping damages...! Nothing could be more frustrating... Believe it or not, we completely understand how that feels, it’s just as frustrating for us.

Just for reassurance, every door that leaves our facility has been fully inspected, photographed, and securely packaged. When an order arrives with damages, it occurs after the freight company takes possession. No worries, we are here to help get it resolved as quickly as possible. Once your door leaves our dock, it is in the legal care of the freight carrier under National Freight Transportation Regulations. From that point forward, the carrier is responsible for its condition and for handling any damage claims.

Here's the Good News! We will handle the freight claim process for you. Freight companies have strict federal rules and very firm deadlines, and claims can be difficult to navigate. That’s why we step in and manage the process on your behalf.

In order for the claim to be successful, we will need more information from you, please see below.

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Important Freight Rules You Must Follow

Under national freight regulations:

  • You have 5 business days from the date of delivery to report concealed (internal) damage to Hide-A-Way Doors before 5:00 PM EST on the fifth business day. Unfortunately, there is no exception to this rule.
  • By inspecting the product you find that damage is visible at delivery, it must be noted on the driver’s paperwork before signing.
  • If the shipment is severely damaged, it should be refused at delivery.

You May Proceed With your report below to support a damage claim If:

---->You are reporting damage within 5 business days

---->You noted damage (or possible damage) on the delivery paperwork

---->OR you refused the shipment due to visible damage

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A Claim Will Be Denied by the freight company If:

X----Damage is reported after 5 business days

X----The delivery was signed for without noting damage

X----The shipment was accepted without documentation

PLEASE NOTE: If the freight carrier denies the claim due to missed deadlines or lack of notation, unfortunately we have no legal ability to overturn their decision. We are absolutely on your side and will do all that we can to help you win a successful claim — but following these freight rules is critical to protecting your claim.

Please Note:


Freight carriers allow a maximum of five (5) business days from the date of delivery to report any and all damage, including concealed or internal damage. After this period has expired, carriers will deny all claims and will assume any damage occurred after delivery.