VISIBLE DAMAGE FOUND AT TIME OF DELIVERY: You have the choice of refusing or accepting a damaged shipment. If the damage is major, refuse the shipment. Have the driver note the nature and extent of damage on the carrier’s copy and the delivery copy of the freight bill. Save your copy. Paragon will file the damage claim for refused shipments and arrange to send you another kiln.
If the damage is minor and you can arrange to have damaged parts replaced, consider accepting the shipment. If you do accept it, you will be responsible for filing a damage claim.
Note the shipping damage on the bill of lading. Do not write "Carton damaged." Instead, describe the damage. For example, “Wood on left side of crate completely broken.” You must leave the damaged goods in the original shipping container. Do not unpack the crate or fire the kiln.
Then notify Paragon immediately. We will either complete the claims process ourselves or assist you with it. Take pictures of the damage and send these to Paragon so we can assess the damage.
Contact the carrier immediately for an inspection of the goods. Write down the name of the person you speak to and the time and date of your phone call. After the inspection, carefully read the inspection report. Get a copy to support your claim. File the claim as quickly as possible, even if you have to estimate the dollar amount of damage.
You must request an inspection within 24 hours. If you call the carrier later than 36 hours, they may deny your claim.
Damaged UPS shipments: Call Paragon at 800-876-4328. We will file the UPS claim for you.