ABOUT US
DEFECT & CLAIM FILING RULES
PRODUCT QUALITY AND DAMAGE IN TRANSIT
• Per ICC Regulations, ownership of the product transfers to the customer (owner) upon the freight carrier taking possession of the order for transport. Therefore, responsibility for damage occurring in transit is the owner's responsibility, and all claims for freight damage must be made within 48 business hours of receipt. If a claim is not made within the 48-hour window, the insurance claim will be null and void. To this end, be sure to inspect all pieces promptly, as no exceptions are made.
• Products are inspected by the manufacturer prior to release to ensure that the order is in good condition, complete and ready for shipment.
• The carrier is responsible for a complete inspection of product at the point of origin. Any damage must be noted on the BOL. The signed BOL is confirmation by the carrier that they have accepted responsibility for delivering the product in the condition in which it was received. Inspection of boxed or crated product is limited to the exterior of the package. Exceptions must be noted, and package opened immediately if condition of the carton/crate appears compromised.
• When a damage or quality discrepancy is found, detailed photos of the product fault must be taken. Photos of the packaging are equally as imperative as the item itself, in resolving a possible freight claim.
ALL PRODUCT CLAIMS MUST BE REPORTED DIRECTLY TO DEMORAIS INTERNATIONA WITHIN 48 BUSINESS HOURS OF PRODUCT RECIEPT. YOU SHOULD IMMEDIATELY PHONE: 703.369.3326. You will then be given directives on how/where to send proper documentation.
***PROPER DOCUMENTATION INCLUDES: Photos of the Damaged Packaging, Photos of the Damaged Product(s), and Detailed Description of the Incurred Damage. This ensures a timely resolution.