Driver still present? Keep the driver there until the product is inspected.
Delivery inspection • Use before signingDo not accept or reject it yet.
Photograph the shipment, remove enough packaging to inspect the actual product when risk or damage is visible, and then make the delivery decision.
Driver waitsInspect before signing the receipt.
1
Photograph every sideFull-view photos before opening
2
Inspect the productPackaging alone does not decide
3
Accept or rejectUse the three choices below
STOP: Do not let the driver leave.Do not sign, accept, or reject the shipment until you have determined whether the actual product—not only the cardboard—is damaged.
Photograph first- Full front, back, both sides, top, and bottom
- Pallet, crate, bracing, straps, and labels
- Every dent, tear, hole, crease, or missing brace
- Close-ups plus a full-view photo showing location
Look closely- Dings, dents, tears, holes, and crushed cardboard
- Creases across the face or corners
- Missing, cut, or replaced freight bracing
- Product damage beneath suspicious packaging
Use your phone now. Photos taken after the driver leaves may not document how the carrier delivered the shipment.
Is the shipment positioned normally?
Normal delivery positionUpright and braced on a pallet or fully crated while lying flat. Still photograph and inspect all sides before signing.
High-risk delivery positionLying flat on a pallet without a full crate or delivered only in cardboard. Remove the cardboard and inspect the actual product while the driver waits.
Packaging damage does not automatically mean rejection. Damaged packaging means you must inspect the product. Reject only when the actual product has major damage that cannot reasonably be repaired on site.
Choose the condition you found.
No product damageAccept the delivery
The packaging is clean, or the packaging was damaged but you opened it and confirmed the actual product is undamaged.
- Sign and accept
- Keep your arrival photos
- Keep all packaging
- Bring the shipment indoors promptly
Accepted—what next?
Minor repairable product damageAccept with damage
You found minor product damage and choose to keep the unit for an on-site repair or claim.
- Photograph the damage
- Write damage on the driver's receipt
- Take a photo of the completed receipt
- Submit the online damage report immediately
Report minor damage
Major product damageReject the delivery
The actual product—not just the packaging—has heavy damage or damage that cannot reasonably be repaired on site.
- Photograph all packaging and product damage
- Write the reason for rejection
- Have the carrier return the shipment
- Submit the online damage report immediately
Report rejected delivery
For minor damage you are acceptingWrite: “ACCEPTED WITH DAMAGE — WILL FILE A CLAIM”Put this on the driver's delivery receipt before signing, then photograph the receipt.
Damage found? Submit the online form.
Use the damage-report page for minor damage, rejected delivery, or hidden/internal damage. Do not call in place of the online report.
After the driver leaves
1
Open and inspect promptly
Complete the internal inspection as soon as possible, preferably the same day. Photograph any concealed or internal damage.
2
Keep every package piece
Do not discard cardboard, braces, straps, pallet, crate, or other packaging until the inspection and installation process is complete.
3
Move it inside
Bring the door into a dry, climate-controlled area promptly and follow acclimation, finishing, handling, and installation instructions.
Five-business-day damage deadlineAll concealed or internal freight damage must be photographed and reported through the online form within five business days of delivery. Claims submitted after this deadline will be denied by the freight company. Hide-A-Way Doors is not responsible for freight claims denied because the reporting deadline was missed.
Safe unpacking and handling
- Use two or more people for heavy products
- Use a hammer and flat bar for bracing
- Keep the unit supported and stable
- Move unfinished wood into climate control
- Follow the installation resources before work begins
Do not do these things
- Do not use a utility knife against the cardboard or product
- Do not reject solely because the outer packaging is damaged
- Do not discard packaging before installation
- Do not schedule installers until the shipment is accepted
- Do not wait to report concealed damage
Fast delivery questions
The cardboard is damaged. Should I reject it?
Not based on cardboard alone. Photograph the packaging, open the suspicious area while the driver waits, and inspect the actual product. Accept if the product is undamaged; reject only for major product damage that cannot reasonably be repaired on site.
The product has minor damage. What do I write?
Write “ACCEPTED WITH DAMAGE — WILL FILE A CLAIM” on the driver's delivery receipt before signing. Photograph the receipt, accept the shipment, and submit the online damage report immediately.
The product has major damage. What do I do?
Take full-view and close-up photographs, reject the delivery with the product damage stated on the receipt, and immediately submit the online damage report.
I found damage after delivery. Is it too late?
Report concealed or internal damage immediately. Freight damage must be photographed and reported through the online form within five business days of delivery. Claims submitted after this deadline will be denied by the freight company, and Hide-A-Way Doors is not responsible for claims denied because the reporting deadline was missed. Keep all packaging until the claim has been resolved.
Will rejecting undamaged freight cost another delivery fee?
The current delivery policy states that rejecting a shipment without actual product damage results in a second non-negotiable delivery fee. Inspect the product before deciding.
What happens after a major-damage rejection?
The carrier returns the unit and may route it through loss-prevention inspection. Hide-A-Way Doors will determine whether the unit can be safely repaired or requires a priority remake after the returned product is evaluated.
