Breakage in Transit:
Breakage in transit may happen since these are natural stone products and travel a long way. As per the industry standards, a breakage of up to 5% is accepted. To cater for the breakages in transit and waste from cutting, we normally encourage our customers to buy between 5-10% extra materials.
Freight companies are very careful in handling these shipments. However, if customers see any access visible damages, then it happened during shipment. Nova Hardscapes inspection teams inspect every pallet before leaving our warehouse to insure there is no breakage. Also, photos of the shipment will be provided after it is picked up.
Customers need to check all the pallets during delivery. If there are any damages to the products, then here are the steps need to be taken:
- Take photos of all the pallets delivered
- Ask the delivery person how to file a claim and get the contact information of the claims department of the freight company
- Write all the notes on the delivery receipt and keep a copy of it.
- Contact the freight company’s claims department to file the claim.
Since it may take several days to get the check for the claim from the freight company, Nova Hardscapes is always there to assist. If more materials are needed to complete the project, Nova Hardscapes will honor a discount for the additional materials.