DAMAGED, BROKEN, SHORT OR FREIGHT-DAMAGED MATERIAL CLAIM POLICY

IMPORTANT — PLEASE READ BEFORE ACCEPTING YOUR DELIVERY

Surfaces Galore carefully prepares and packages natural stone products for transportation. Natural stone is heavy and fragile, and shipping damage can occasionally occur.

To allow Surfaces Galore to verify damage and pursue a carrier claim, the customer or person accepting the shipment must follow the requirements below.

Initial damage notification and required photographs must be submitted to Surfaces Galore within 12 hours after receipt of the shipment.

Failure to inspect, document, preserve, and timely report shipping damage may prevent Surfaces Galore or the carrier from verifying when or how the damage occurred and may result in denial of a shipping-damage claim to the extent permitted by applicable law.

1. FREIGHT / LTL / PALLET DELIVERIES

DO NOT SIGN THE DELIVERY RECEIPT OR BILL OF LADING UNTIL THE SHIPMENT HAS BEEN VISUALLY INSPECTED.

Before the driver leaves, inspect the entire pallet or shipment for visible damage, including crushed cartons, torn or missing shrink wrap, broken straps, leaning or collapsed pallets, punctures, water damage, exposed material, broken crates, missing cartons, or any other visible irregularity.

Take clear photographs before the shipment is moved or unpacked, whenever reasonably possible.

Photographs should clearly show the complete pallet or shipment from multiple sides, the top of the pallet, pallet condition, shrink wrap and straps, damaged cartons or crates, shipping labels, PRO/freight labels, and all visible damage.

DAMAGE MUST BE WRITTEN ON THE DRIVER'S DELIVERY RECEIPT / BOL

If any visible damage or shortage exists, it must be clearly and specifically noted on the driver's delivery receipt or electronic delivery record before signing.

Do not simply write:

“Subject to inspection.”

Instead describe the actual condition, for example:

“Pallet crushed on right side — 3 cartons visibly damaged.”

or:

“Shrink wrap torn, pallet leaning, multiple cartons crushed — possible concealed damage.”

or:

“2 cartons missing from shipment.”

If possible, obtain a copy or photograph of the completed delivery receipt showing the damage notation and driver's acknowledgment.

IF THE DRIVER REFUSES TO ALLOW A DAMAGE NOTATION

Do not sign a clean delivery receipt indicating the shipment was received in good condition.

If the driver refuses to allow damage to be noted, immediately photograph the shipment and delivery paperwork and contact Surfaces Galore while the shipment is still present whenever reasonably possible.

Document that the driver refused to allow or acknowledge the damage notation.

SEVERELY OR COMPLETELY DAMAGED FREIGHT

If the entire shipment or substantially all of the shipment appears severely damaged, destroyed, unsafe to unload, or unusable, do not automatically accept the shipment.

Photograph the shipment thoroughly and contact Surfaces Galore immediately.

If refusal is appropriate, clearly write:

“REFUSED — SHIPMENT DAMAGED”

on the delivery record and retain photographic documentation.

Do not refuse an entire shipment merely because a limited number of pieces or cartons appear damaged unless Surfaces Galore or the carrier instructs you to do so.

2. FREIGHT CLAIM — 12-HOUR REPORTING REQUIREMENT

The customer must contact Surfaces Galore within 12 hours after receipt and provide:

• Order number
• Customer name
• Delivery address
• Freight carrier
• PRO/tracking number
• Photograph of the complete pallet/shipment
• Photographs from multiple sides
• Photograph of pallet, shrink wrap and straps
• Photograph of freight/BOL/PRO labels
• Photograph of every visibly damaged carton
• Photograph of damaged material
• Photograph or copy of the signed delivery receipt/BOL showing the driver's damage notation
• Exact number of damaged pieces, cartons, or square footage known at that time
• Written description of the damage

Email documentation to info@surfacesgalore.com.

If the exact damaged quantity cannot reasonably be determined within the initial 12-hour period because the shipment is large, the customer must still open the claim and submit initial photographs within 12 hours, then provide the final documented damaged quantity as soon as reasonably possible, preferably within 24 hours of delivery.

3. UPS / FEDEX / GROUND / PARCEL BOX DELIVERIES

Ground and parcel shipments have different documentation requirements from pallet freight.

If a UPS, FedEx, USPS, or other parcel shipment arrives damaged, do not discard the shipping carton or any packaging.

Before throwing away, moving, or substantially altering the packaging, photograph:

The complete outside shipping box from multiple sides, including any crushed, torn, punctured, wet, opened or otherwise damaged areas.

You must also photograph:

The shipping label and tracking number clearly enough to read them.

Then photograph the package as it is opened whenever possible, including the inside packaging, padding, foam, dividers, wrapping, and how the product was positioned inside the box.

Finally, photograph all damaged material.

For natural stone tile, mosaics, moldings, thresholds, accessories or similar products, provide both:

One photograph showing all damaged pieces together whenever possible, and close-up photographs showing the damage to individual pieces.

UPS itself identifies the damaged item/internal packaging, outside package, and shipping label/tracking number as important claim photographs.

4. GROUND / PARCEL CLAIM — 12-HOUR REQUIREMENT

Ground or parcel shipping damage must also be reported to Surfaces Galore within 12 hours after receipt.

The claim must include photographs showing:

Outer shipping box → shipping label/tracking number → internal packaging → damaged merchandise.

A photograph only showing a broken tile without the shipping carton, label, and packaging may be insufficient to establish a shipping-damage claim.

Claims involving several boxes must identify which tracking number/box contained the damaged merchandise whenever possible.

5. KEEP ALL BOXES, PALLETS, PACKAGING AND DAMAGED MATERIAL

DO NOT DISCARD ANYTHING UNTIL THE CLAIM IS CLOSED OR SURFACES GALORE GIVES WRITTEN PERMISSION.

Keep all:

Cartons, pallets, crates, shrink wrap, straps, padding, dividers, foam, packing materials, shipping labels, damaged pieces and remaining contents.

FedEx states that original packaging and contents should be retained because inspection may be required, and UPS likewise may require original packaging during a damage investigation.

If the customer discards the merchandise or packaging before Surfaces Galore or the carrier has had a reasonable opportunity to inspect or request it, and that prevents verification of the claim, the claim may be denied to the extent permitted by applicable law.

6. DO NOT INSTALL OR ALTER CLAIMED DAMAGED MATERIAL

Material included in a shipping-damage claim must not be installed, cut, sealed, modified, fabricated, disposed of, or otherwise altered until Surfaces Galore has reviewed the claim or provided instructions.

Installing, cutting, modifying or disposing of claimed damaged material may make it impossible to verify the condition in which the material was delivered and may affect claim eligibility.

Customers should separate damaged pieces from usable material and protect them from additional damage.

7. EXACT DAMAGED QUANTITY REQUIRED

Statements such as:

“One box is damaged.”
“A few pieces are broken.”
“Many tiles are damaged.”

are not sufficient for final claim determination.

The customer must provide the actual documented damaged quantity, including the number of pieces, cartons, and/or affected square footage as applicable.

Surfaces Galore will evaluate the documented damaged quantity, not automatically the entire order.

Damage to a limited portion of a shipment does not automatically make the entire shipment eligible for refund, replacement or rejection.

8. ACCEPTED FREIGHT WITHOUT A DAMAGE NOTATION

For visible freight damage, failure to record the visible damage or shortage on the carrier's delivery receipt/BOL can seriously impair the ability to prove that the damage occurred during transportation. Freight carriers themselves instruct receivers to document visible irregularities at receipt.

Therefore, if damage was clearly visible at delivery but the customer or customer's representative signs a clean delivery receipt without documenting that visible damage, Surfaces Galore may deny the carrier-related damage claim where the lack of notation prevents successful verification or carrier recovery, to the extent permitted by applicable law.

This rule does not automatically eliminate a claim involving genuinely concealed damage that could not reasonably have been observed before unpacking.

Concealed damage must nevertheless be photographed and reported within the 12-hour reporting period whenever reasonably possible.

9. SOMEONE ELSE ACCEPTING THE SHIPMENT

The customer is responsible for making these instructions available to any person accepting delivery on the customer's behalf, including:

Contractors, installers, employees, building staff, warehouse personnel, family members, property managers or other authorized recipients.

Acceptance by another person at the delivery address does not remove the customer's responsibility to inspect and document the shipment in accordance with this policy.

10. CUSTOMER SHOULD CONTACT SURFACES GALORE FIRST

Customers should contact Surfaces Galore before independently opening or settling a carrier claim relating to merchandise purchased from Surfaces Galore.

Because Surfaces Galore may be the shipper of record and may need to submit supporting documentation, an independently initiated carrier claim can delay or interfere with the resolution process.

If the customer has already contacted the carrier or opened a claim, the customer must immediately provide Surfaces Galore with the carrier claim number and all related correspondence.

A customer may not obtain duplicate reimbursement for the same documented loss from Surfaces Galore and a carrier or other source.

Nothing in this provision eliminates any right that cannot legally be waived.

11. CLAIM REVIEW DOES NOT GUARANTEE APPROVAL

Submitting photographs or opening a claim does not automatically guarantee a refund, replacement or credit.

Surfaces Galore will review the documentation, order records, carrier records, packaging, nature and quantity of damage, delivery documentation, and other relevant information.

Surfaces Galore may also require additional photographs, statements, carrier inspection, damaged material, packaging, or other reasonable documentation necessary to investigate the claim.

Where a valid shipping-damage claim is confirmed, Surfaces Galore will provide the appropriate remedy under the applicable order terms and law, which may include replacement, merchandise credit, refund for the verified affected quantity, or another agreed resolution.

12. CUSTOMER MUST COOPERATE WITH CLAIM INVESTIGATION

The customer must reasonably cooperate with Surfaces Galore and the carrier during the claim process.

This may include providing additional photographs, retaining merchandise and packaging, permitting inspection, confirming quantities, signing requested claim documentation, or providing other information reasonably necessary to verify the loss.

Failure to reasonably cooperate may result in denial or closure of the claim where the failure prevents verification or carrier recovery.

13. CUSTOMER-CAUSED DAMAGE IS NOT SHIPPING DAMAGE

Shipping-damage coverage does not apply to damage occurring after delivery due to:

Improper handling, moving, storage, unpacking, dropping, installation, cutting, jobsite conditions, forklift or pallet-jack damage after receipt, weather exposure after delivery, customer transportation, contractor handling, or other damage occurring after delivery.

The customer bears the burden of providing sufficient documentation to establish the claimed delivery condition after the merchandise has been accepted. California law also places the burden on a buyer to establish a breach concerning accepted goods.

14. IMPORTANT CLAIM DEADLINE

INITIAL CLAIM + INITIAL REQUIRED PHOTOS: WITHIN 12 HOURS OF RECEIPT

FINAL DAMAGE COUNT: AS SOON AS REASONABLY POSSIBLE, PREFERABLY WITHIN 24 HOURS

VISIBLE FREIGHT DAMAGE: MUST BE DOCUMENTED ON THE DELIVERY RECEIPT/BOL BEFORE THE DRIVER LEAVES WHENEVER REASONABLY POSSIBLE

KEEP ALL PACKAGING AND DAMAGED MATERIAL UNTIL WRITTEN RELEASE

Prompt reporting is essential because delays can prevent the carrier and Surfaces Galore from determining whether damage occurred during shipment or after delivery.

Failure to comply with these procedures may result in denial of a carrier-related shipping-damage claim where the failure materially prevents verification, inspection, or carrier recovery, to the extent permitted by applicable law.

Nothing in this policy is intended to waive or limit any right or remedy that cannot lawfully be waived.

CONTACT SURFACES GALORE

Email: info@surfacesgalore.com
Phone: (714) 363-1322

When contacting us, include your order number in the subject line.