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Freight Claims

Effective Date: December 15, 2024.

Freight deliveries are different from standard parcel shipping. The guidelines below are designed to protect your order and ensure any delivery issues can be resolved quickly and fairly if something goes wrong.

When it comes to freight-related issues, 48 hours is the critical window, and “Upon Final Inspection” is the most important phrase you will use during delivery.

Quick Delivery Checklist (Read Before Delivery)

  • Inspect the shipment before signing
  • Never sign the delivery receipt or BOL clean
  • Always write “Upon Final Inspection”
  • Note any damage, missing, or incorrect items on the receipt
  • Take photos at delivery
  • Report all issues within 48 hours

Carriers and manufacturers protect themselves aggressively and may deny liability if procedures are not followed exactly. To protect your order, never sign a Bill of Lading (BOL) or delivery receipt clean, even if the shipment appears undamaged.

Failure to follow the procedures below may result in denied claims.

Inspection at Delivery (Critical Requirement)

  • Open and inspect the shipment while the delivery driver is present whenever possible
  • If the driver does not allow sufficient time to inspect:
    • Clearly notate this on the delivery receipt
  • Always inspect outer packaging for damage
  • Record any visible damage or missing items directly on the delivery receipt

⚠️Important: By signing the delivery receipt without noting damage or missing items, you confirm that your order arrived complete and in excellent condition.

Signing the Bill of Lading (BOL)

  • Always sign “Upon Final Inspection.”
  • Never sign clean, even if packaging looks intact
  • Signing clean may allow the carrier to deny liability — even if damage is reported within the allowed timeframe

If the driver refuses inspection or notation:

  • Carriers are required to allow reasonable inspection time at delivery
  • Do not sign the delivery receipt
  • Contact BBQ Source Pro immediately

Reporting Timeline

All freight issues must be reported within 48 hours of delivery, including:

  • Visible damage
  • Concealed damage
  • Missing items
  • Incorrect items

⚠️ Claims reported after 48 hours will not be honored, as carriers and manufacturers will no longer accept liability.

Note: While damage must be reported within 48 hours, customers are encouraged to notify us as soon as possible, ideally within two (2) business days, with delivery details and photos to ensure timely resolution.

Visible Damage at Delivery

If damage is visible upon delivery:

Recommended Action
  • Refuse the shipment
  • Write “Refused due to damage” on the delivery receipt
  • Notify BBQ Source Pro immediately
If You Choose to Accept the Shipment
  • Clearly notate all damage on the BOL
  • Sign “Upon Final Inspection”
  • Take clear photos of:
    • Damaged product
    • Outer packaging
  • Keep all items and packaging in original condition

Concealed Damage

Concealed damage occurs when the outer packaging appears intact, but damage is discovered after delivery.

Requirements
  • Open and inspect all products within 48 hours
  • Take photos showing:
    • Undamaged outer packaging
    • Damaged product
  • Report concealed damage within 48 hours

⚠️ Important: Per carrier and distributor policy, concealed damage claims are limited to a maximum reimbursement of one-third (1/3) of the item cost.

Missing or Incorrect Items

If items are missing or incorrect:

  • Notate the issue on the delivery receipt
  • Notify BBQ Source Pro within 48 hours

If reported within the required timeframe, BBQ Source Pro will:

  • Ship missing items and/or
  • Arrange return of incorrect items
  • Issue replacements or credits as applicable

Partial Shipments

  • Multi-pallet shipments may allow partial acceptance if only one pallet is damaged
  • If damage affects part of a pallet, the carrier may require refusal of the entire pallet

Clearly notate on the BOL:

  • What is damaged
  • What is accepted
  • What is refused

Packaging & Carrier Inspection

  • Do not discard damaged items or original packaging
  • Products must remain in the same condition as when damage was discovered
  • Carriers may require inspection prior to claim resolution

Failure to retain packaging may result in claim denial

Return of Damaged Items

  • Approved damaged items must be returned within 30 days
  • Failure to return damaged items will result in:
    • A charge to the original payment method for the item(s)

Customer Responsibility

By accepting delivery, the customer acknowledges responsibility for:

  • Inspecting shipments at delivery
  • Properly notating all exceptions
  • Signing “Upon Final Inspection”
  • Reporting issues within required timeframes
  • Providing clear photographic evidence
  • Retaining damaged products and packaging

Submitting a Freight Claim

Email all freight claims to: support@bbqsourcepro.com

Include:

  • Order number
  • Delivery date
  • PRO/Tracking number
  • Photos of damage and packaging
  • Description of the issue