Damages are rare, but unfortunately, they do happen from time to time. You will need to know what to do in the event your product arrives damaged to prevent the loss of a damage claim. We, Hide-A-Way Doors, LLC, will do everything we can do to help you in the event that your products arrive damaged, however; the Freight companies are a third party entity; Hide-A-Way Doors does not guarantee their services, which includes timing, schedules or placement of shipments. All orders are inspected and photographed at our facility prior to crating for shipment and are guaranteed to be free from any defects caused by Hide-A-Way Doors, LLC. Due to the popularity of our products along with extended lead times, we know that you have probably waited a long time to receive your order and it's disheartening when it shows up damaged. We pledge to you that if your order is damaged in transit and is returned to us to rework, repair or replace, that we will put your order at the top of the list so you do not have to wait behind any other orders.
Inspect your order for missing parts or damages asap! If your unit has internal damages the freight company will not accept any claims after five days, after the fifth day you will not be able to file a damage claim with Hide-A-Way Doors. All orders are curbside delivery only and that Hide-A-Way Doors is not responsible for delivering the products to the interior of your home, or to place shipment anywhere other than the curbside. If you make arrangements with the freight company to deliver the products to a place other than the curbside of the address you provide, you agree to be responsible for all additional charges that result and will be billed accordingly. Failing to pay for services added to the delivery will result in collections and reporting it to the fair credit report agencies.
All shipping damage claims should be reported to Hide-A-Way Doors immediately via email to firstname.lastname@example.org please enter your work order number in the subject bar and include several photos of the packaging materials and damages to the product.
Order refunds are not available for products damaged in delivery. When a unit is returned due to damages, we fast track it in our system to the top of the list and expedite the rebuild or repairs to get it back to you as quickly as possible.
Never agree to have a delivery set up where your signature isn't required (subject to change due to the coronavirus).
VISIBLE DAMAGES & INSPECTING YOUR ORDER WHEN DELIVERED
What to do if there are minor damages to the packaging:
If the products arrive damaged you must list any damage on the trucking company receipt, which is labeled “proof of delivery” or “Bill Of Landing” (“BOL”) (Some changes have been made by the freight companies due to the coronavirus where signatures are no longer required; if that is the case, you will be able to ask the driver to document the damages and take photos). You have the right, the obligation, and responsibility to inspect the merchandise and to report any defect in the items immediately to Hide-A-Way Doors. If you accept the items from the freight company and sign the BOL without giving notice of defect to Hide-A-Way Doors within 5 days after receiving the product(s) and annotating the BOL, the items are considered delivered and accepted as is and Hide-A-Way Doors will not be liable to you for any claim(s) that the items were damaged. You further acknowledge by signing for the merchandise without giving notice to Hide-A-Way Doors of any defect, that damages to the items will be presumed to have occurred after delivery. By using this site and/or purchasing the merchandise, you agree to the foregoing, understanding and acknowledge that this policy is reasonably necessary because of the nature of the merchandise.
Repairs due to defect or damage
If you choose to fix or otherwise repair the product yourself, you will need to first, report the damages right away, then submit an estimate not exceeding the following guidelines:
Hide-A-Way Doors allows $50 per hour for repairs and a $80 trip fee. We allow cost plus 10% on materials if not supplied by us. We understand that market values change per location, however; we feel that $50 per hour will be sufficient to cover any repairs needed. We require a written estimate, preferably on a company letterhead, submitted within 5 business days, no exceptions. We reserve the right to refuse any estimate if we determine the estimate to be inflated. Your estimate and photos of the damages will be sent to the freight company's claims adjuster for their review. Most monetary claims take an upwards of thirty days to complete. If your claim is rejected of any reason we will file an appeal on your behalf. If your order was damaged in delivery, it is the freight company's responsibility to pay for the damages. Hide-A-Way Doors is not responsible to pay for freight damage claims in the event the freight company turns your claim down.
What to do if there are major damages to the packaging and/ or product:
If the shipment has noticeable damage to the packaging you have the right to inspect the product. Please note that the packaging can sustain heavy damage but the product sometimes can be free from damages. Upon inspection you find heavy damages to the product you have the right to refuse the delivery. When refusing delivery the product will be returned to our facility for further assessment. When receiving merchandise and sign to accept it, you acknowledge that you have had the opportunity to inspect the product(s), from all sides for visible damage and by signing and/ or accepting the package(s) you waive any right to return the products as damaged.
LIFT GATE FEE
A delivery lift-gate service fee is billed to HAWD account in the event a driver helps to unload, uses the lift gate and/ or delivers the products to anywhere other than curbside. We have made the $75 fee an option at checkout if you feel you need that extra service. If you chose "No thanks" you have agreed to have two or more people ready to hand unload when the driver arrives. All units are crated, weighing an average of 130 lbs, some over 7' tall. If you had chosen "No thanks" to the extra fee, but then require assistance from the driver or he uses the lift-gate, you are responsible for the $75 fee payable to Hide-A-Way Doors. If the shipment has noticeable damage to the packaging you have the right to inspect the product.
The freight company will call you to schedule your delivery. You, or someone representing you will need to be at your residence to check for damages and accept or deny the shipment. Hide-A-Way Doors, LLC. is not responsible for the scheduling, rescheduling or for the freight company's promptness in the delivery of your order.
By accepting our terms and agreements prior to check out, you acknowledge that you have read our shipping terms and agree that any deviation from these terms constitutes in noncompliance. You further acknowledge that the shipping company is a separate entity responsible for any damages caused from the process of sending your unit from our facility to your location, and will not fault Hide-A-Way Doors, LLC in the event that your claim is denied due to noncompliance. Timing is of great importance. The freight company will deny any claim not properly filed in the appropriate timeframe set fourth in these terms.