Read this before delivery day and share it with whoever will meet the driver. The steps taken while the driver is present protect your ability to file a freight claim if damage occurred in transit.
Inspect the product for actual damage before deciding whether to accept or reject the freight. Rejecting a shipment without confirmed product damage may create a second, non-negotiable delivery charge.
The freight carrier—not Hide-A-Way Doors—schedules the delivery appointment. The carrier and tracking number are included in your shipping email.
Use the carrier information in your email. The freight company will contact you to arrange delivery.
Share these instructions with the person who will meet the driver. They must be prepared to inspect before signing.
Do not schedule installers until the shipment has arrived, been accepted, and been inspected.
This video explains how to receive the shipment, inspect the packaging and product, document damage, and protect the freight-claim process.
Do not let the delivery feel rushed. The bill of lading or delivery receipt is your opportunity to record the shipment’s condition.
Specific written damage notation and photographs are critical evidence. A general note such as “box damaged” may not adequately document damage to the product itself.
The condition of the product—not the appearance of the cardboard alone—determines the next step.
The exterior is torn, dented, or creased, but inspection does not show damage to the door.
Accept the shipment, keep the packaging, and continue a careful internal inspection.Photograph the damage and write “Accepted with damage—will file a claim” with specific details on the driver’s paperwork.
Accept the shipment, keep all packaging, and submit the online damage report immediately.Photograph the damage, clearly note it on the driver’s paperwork, and retain a copy or photograph of the receipt.
Reject the shipment, have it returned, and submit the online damage report immediately.Concealed damage may not be visible while the driver is present. Complete the internal inspection promptly instead of waiting for installation day.
Use a hammer and flat bar to remove shipping bracing. Do not use a utility knife against the cardboard. Photograph any concealed damage and retain every part of the packaging.
Move the door into a climate-controlled space, allow it to acclimate before installation, and promptly paint or stain unfinished wood according to the finishing requirements.
The third-party freight carrier contacts the customer to schedule delivery. Once the shipment has departed, Hide-A-Way Doors cannot control or change the carrier’s appointment schedule.
Not based on packaging damage alone. Inspect the product for actual damage. Rejecting freight without confirmed product damage may result in a second delivery charge billed to the customer.
Photograph the damage immediately, keep all packaging, and submit the online damage report. Concealed damage must still be reported within five business days of delivery.
No. Keep all packaging until the door has been fully inspected and installed. The freight carrier may require packaging and photographs while evaluating a claim.
Use the online installation guides and videos. For technical troubleshooting, email troubleshooting@hideawaydoors.com so photographs and project details can be reviewed.
Do not wait for installation or for the five-business-day reporting period to expire. Submit photographs, delivery paperwork, and the details of what you found.
