Shipping Damage Resolution

We understand how frustrating and disappointing it is to wait weeks for a custom, handcrafted door—only to have your excitement overshadowed by damage that occurred during delivery. That is never the experience we want for our customers, and we truly empathize with how upsetting this situation can be.

At Hide-A-Way Doors, every product is carefully built, inspected, and photographed before it leaves our facility. We invest heavily in packaging design, quality control, and handling procedures to minimize the risk of damage in transit. Unfortunately, once a shipment leaves our dock, it is handled exclusively by a third-party freight carrier. These carriers are independent companies, and any damage that occurs during transit—whether visible or concealed—is the responsibility of the freight company, not the manufacturer.

While we cannot control how freight carriers handle shipments, we will do everything we can to help you navigate the claims process and pursue reimbursement for shipping-related damage. Freight claims can be complex and frustrating, which is why we manage the claim submission on your behalf using our carrier account. Our goal is to make this process as smooth and efficient as possible for you.

That said, it’s important to understand that freight carriers have strict rules and timelines that govern claim approval. These requirements are set by the carrier—not by Hide-A-Way Doors—and must be followed precisely. Claim outcomes, inspection requests, repair allowances, and reimbursement decisions are determined solely by the freight company based on their policies and the documentation provided.

Shipping damage does not constitute a manufacturing defect and is not covered under our product warranty. However, accurate and timely documentation gives the claim the strongest possible chance of success, and we will advocate for you throughout the process.