Important Information on Receiving Imperial Shipments

RECEIVING

IMPERIAL SHIPMENTS

Your order is important and we want to do all that we can to make sure that it arrives in the same condition that it left our distribution center. That said, loss and damages can occur while in transit. We want to be sure that, in the unfortunate event that this happens to your order, we can troubleshoot and resolve your issue as quickly and efficiently as possible.

For these reasons, it is crucial that you carefully inspect each piece of your order BEFORE accepting it and signing the proof of delivery. As soon as your freight arrives, please take the following steps:

1. Count to confirm the number of pieces matches your POD (proof of delivery) and packing list.

2. Inspect each piece for damages. Unpack and inspect contents

whenever possible.

3. Mark your POD appropriately according to the following options:

Complete, intact, undamaged shipments can be signed for without notation.
Any shortage should be noted carefully on the POD and brought to the driver’s attention.
Any superficial damages to the packaging or product may be accepted but must be NOTED on the POD before signing.
In the case of excessive damages to the product packaging, the shipment should be refused to the carrier and not accepted. Write REFUSED on the POD.
If you are unable to inspect the freight, mark the POD with “Subject to inspection.” Understand that damage found will be considered concealed regardless and could complicate or prevent the possibility of a claim later.

Policy on Concealed Damages:

Should you locate damage AFTER the driver leaves with a signed POD, your damages will be considered CONCEALED DAMAGE.

Effective 4/18/15 with NMFC Item 300135-A, all concealed damage claims must be reported to the carrier within FIVE business days from the date of delivery and in written/electronic form to the freight carrier (Imperial should be contacted within THREE).

Please note, if concealed damage is NOT reported to the carrier within FIVE business days (Imperial contact within THREE business days), we will be unable to file the claim.

In the Case of

Damaged Freight

STEP 1: Complete the damage

request form

STEP 2: We will send you a confirmation email with your claim number. REPLY to the email with detailed images and a description of the issue.

STEP 3: Answer any additional questions asked by our customer service or sales representative.

DAMAGE FORM

LASTLY, under no circumstances will Imperial be responsible for damages incurred on a customer-routed shipment.

In these cases, it is the customer’s responsibility to file a damage claim with their carrier for reimbursement.

Failure to comply with these instructions may result in Imperial’s inability to file a claim or provide reimbursement for damaged goods. We appreciate your understanding and cooperation.

For more information on Imperial’s shipping policies, please visit our website https://www.imperialusa.com/shipping-returns/. Contact your Account or Customer Service Representative with any questions or concerns.

www.imperialusa.com | info@imperialusa.com