DO THIS BEFORE THE DRIVER LEAVES

Sign and/ or accept delivery, send driver on his/ her way

EXTREMELY IMPORTANT: The product arrived with no packing damage, but you still found internal damages. FREIGHT REGULATIONS STATE: You have 5 business days from the time your product was delivered to report ANY internal damage. We suggest opening your package on the same day as the deliver & report damages immediately to avoid denied claims from the freight company. There are NO exceptions to this rule. TAKE FULL VIEW PHOTOS and file a report with us online (do not call) https://www.hideawaydoors.com/pages/report-shipping-damage-hide-a-way-doors

After noting the drivers paperwork "Accepted with damages" TAKE FULL VIEW PHOTOS and file a report online (do not call) https://www.hideawaydoors.com/pages/report-shipping-damage-hide-a-way-doors

Rest assured, you did the right thing. The next step to help expedite the process is to report the damage to us as soon as possible using the following link:

https://www.hideawaydoors.com/pages/report-shipping-damage-hide-a-way-doors

Once submitted, the product will be shipped back to our facility, with a mandatory stop for inspection by the freight carrier’s loss prevention team. The duration of this inspection process is determined by the freight company and is outside of our control.

If the unit has sustained significant damage and cannot be safely or reasonably repaired, we will automatically place a full remake order at the top of our production schedule as a courtesy to you. In these cases, the replacement lead time will be less than half of our standard production time.

If the product can be safely and quickly repaired, we reserve the right to complete those repairs rather than remanufacture the unit. In either scenario, your order will receive priority status, and the door will undergo a thorough inspection prior to reshipment to ensure it meets our quality standards.

At Hide-A-Way Doors, we are in the business of producing top-quality, handcrafted doors. Our innovations in the hidden door industry have elevated us to one of the leading hidden door manufacturers in the country. To protect that reputation, we take extensive measures to ensure that every order leaving our facility meets our strict quality standards.

Important: Freight-related damage can be extremely frustrating. We understand both the financial investment and the time you’ve waited to receive your custom-built door, only to have it mishandled during transit. If a freight carrier damages your product, we will do everything within our power to ensure that appropriate compensation is pursued and resolved.

However, we need your help.

Our skilled craftsmen work hard to build each door by hand, and once it leaves our facility, the rules governing freight acceptance, refusal, and damage reporting are determined by the freight carriers—not by Hide-A-Way Doors. We have taken significant steps to make customers aware of these requirements and timeframes.

While we are always willing to listen and assist where possible, we strongly encourage customers to contact the freight company directly to voice concerns regarding handling, delivery conduct, or damage. This direct communication is often the most effective way to ensure accountability and resolution.