Damaged or Missing Items Policy

Shipments coming to you via truck freight are packaged appropriately at the manufacturer to withstand normal freight handling to arrive at your ship to address acceptably. Customers are to be present at the time of delivery to receive and inspect their shipment.

• Any shipments coming to residential addresses are to include having the customers contacted by the freight carrier to arrange a delivery time to ensure the customer can be present for the receipt of goods.
• The customer is responsible for unloading products that come in “Back of Truck” shipping method. The driver will only be responsible for moving the skid of product to the back of the trailer. It is recommended that at least two people be present to help remove boxes from pallets to get the shipment off the truck safely. Reminder… the truck driver is not required to assist the customer in unloading the product off the trailer unless “inside delivery” is chosen.
• At the time of the unloading of the shipment, please inspect all containers to look for shipping damage and ensure nothing is missing from the order. If you see damage or suspect missing items, please make the driver aware of this at the time of the unloading. Go over the bill of lading with the driver and add notes to the bill of lading if product/packages are damaged (even slightly) or if you find something is missing before you sign-off for the delivery. Have the driver initial your notes on the paperwork to validate the suspected damage or missing of products in the shipment. Metalworks Fence and Rail would prefer that the customer refuses just the damaged package(s) so that these damaged packages are returned to the manufacturer. Customers can refuse just the damaged items and keep the rest of the order at this time. The carrier will inspect all rejected/damaged packages and file a claim that will include the bill of lading, freight bill copy, original invoice, repair or replacement invoice, inspection report and the packing list. Please hold on to all paperwork, as it may be required later by the manufacturer and/or Metalworks Fence and Rail. If damaged items are refused at the time of delivery, please contact Metalworks Fence and Rail within one (1) day so that we can get the manufacturers to get the replacement process started right away.
• If you have already accepted the shipment and then find missing or damaged items, please contact us right away. We will request pictures of the damage if possible. Metalworks will only have forty-eight (48) hours to file a freight claim after the delivery, so time is of the essence if damage or missing items are found. Metalworks Fence and Rail will attempt to replace just the damaged or missing parts. If that cannot be done satisfactorily, we will have the carrier return to pick up the product in the original packaging and we will send you a replacement from the original manufacturer.