Instructions For Adjustments On, Or Returns Of, Damaged Merchandise

Very few items we ship every year are damaged; occassionally however, damage does occur. If there is a problem with a shipment, it will save all parties time and money if the procedures in our Terms And Conditions, and the Damage Claim sections are followed carefully, as many items shipped are heavy and are shipped by common carrier (truck). Your help is greatly appreciated.

  • Damage To Truck Shipments


    • PLEASE NOTE: FOR TRUCK SHIPMENTS, THE DISCOVERY OF HIDDEN DAMAGE IS YOUR RESPONSIBILITY, AND MUST BE DONE AT THE TIME OF DELIVERY! OPEN THE CARTON AND INSPECT THE MERCHANDISE WHILE THE TRUCK DRIVER IS THERE AND CHECK FOR HIDDEN DAMAGE REGARDLESS OF WHETHER OR NOT THE BOX IS IN GOOD CONDITION OR NOT. IF YOU DO NOT CHECK FOR HIDDEN DAMAGE AND DO NOT MARK IT ON THE BILL OF LADING, YOU DO NOT HAVE ANY RECOURSE.

    IT IS YOUR RESPONSIBILITY TO BE AT THE DELIVERY LOCATION OR HAVE SOMEONE THERE TO UNLOAD AND SIGN FOR THE SHIPMENT AT THE TIME THE TRUCKING COMPANY SAYS THEY WILL BE THERE. THIS IS USUALLY A TIME PERIOD OF 1-3 HOURS. IF THERE IS VISIBLE DAMAGE, DO NOT UNLOAD THE SHIPMENT WITHOUT CALLING WIKCO.COM FIRST; then open any shipping carton and let us know the extent of the damage. If a part needs to be replaced we may have you keep the shipment and replace the part at your option.* You will be instructed to refuse severely damaged items, and make note of damage on the bill of lading.

    While most truck drivers are helpful and will try to accomodate you, again remember, that they do not have to help you unload the freight unless you have paid for and made previous arrangements for a lift gate for example. They have to be curtious and allow you to inspect the merchandise. You can be curtious to them by unloading the shipment in a timely manner.

    DO NOT LET THE TRUCK DRIVER INTIMIDATE YOU OR PREVENT YOU FROM CHECKING FOR HIDDEN DAMAGE - IF THEY TRY TO DO THIS, CALL US ON THE PHONE AND PUT THE DRIVER ON THE PHONE LINE.

    While shipping damage is never the consignee's (customer's fault), we request that you allow us to offer a reasonable solution on minor damage as opposed to complete product replacement or refund as most items are shipped by truck with a large freight cost. If there is hidden damage and you sign for and accept the shipment, describe the damage in detail and write it on the bill of lading. For truck shipments, the consignee (you - the receiver) will submit the claim for the value of the parts or repairs. The advantage to you will be that if it is a minor part that you have to purchase to repair the unit, you will have it operating sooner than if it is sent back and replaced, and you will get reimbursed for the full amount of the part.


    If the item has major damage and cannot be repaired, and/or it has been damaged severely and you don't want it repaired and you simply want a new product, refuse the item, and we will ship you out a new product. If an item is refused because of damage, make the truck driver note the specific damage on the bill of lading, just as you would if you had accepted it. If you are refusing the item, again, make sure you do so before it is unloaded from the truck and before the trucking company leaves. If a shipment is unloaded and you decide to return it for any reason, then you will be responsible for return shipping cost. If you are refusing a shipment because of damage, call Wikco.Com at 520-316-0446 while the trucking company is there, and ask for someone that can help you with a freight claim on an order you just received from us, and we will assist you before the truck leaves, in case we need any additional information.


    • Instructions - For Items Shipped By Parcel Services (UPS/Federal Express)


    • 1. Examine all shipments before signing for the item. If the package has obvious damage, then refuse the package. If you refuse a package for any reason, you must contact us by either e-mail or phone. If the package looks okay, accept the package. UPS and Fedex have now established a policy that they won't let you open a package, so sign for it if it looks okay, then immediately contact us if there is hidden damage. You will then need to reseal the package and have it available for UPS or Fedex to come pick it up. If you cannot safely make the package available, you will have to drop it off at a UPS or Fedex location, otherwise we cannot help you.


    • If there is actual damage to the package from shipping we will replace the package at no charge to you. If the item has been refused for another reason, you decided you didn't want it, etc., you will be charged shipping both ways.


      • The above information concerns our policy and procedures for damage claims and refunds for shipments damaged in shipment. We will make every attempt to help you and remedy the problem to your satisfaction. Please keep in mind however, that while we will help you with damage claims, damage caused in transit is not our fault unless it is determined that the item was palletized, crated, or boxed improperly. We cannot make any adjustments and/or you cannot receive any damage claim on the shipment unless you mark it damaged at the time of delivery.


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