|
Old Town Gifts & Collectibles
To File a Claim for Items Damaged in Shipment Instructions
In order for us to file a claim with our freight
carriers for items damaged in shipping,
we must have a damage claim completed by our customers
for documentation purposes. Please take a few minutes to complete
this simple form and we will gladly replace your damaged
item or issue a credit if we do not have any more
available.
If you are filing this claim and it has
been more than 12 days since your order was shipped to
you we may not be able to honor your claim as our
vendors require claims be filed within this 15 day
window from the date of shipment in order for us to be
reimbursed for the damage they cause.
Although it may appear that the item
was not damaged in shipment as there is no damage to
the box that it arrived in, please note that we have
had many occasions where the outside of the box is not
damaged; however, the item inside the box was broken,
chipped or otherwise damaged. This can happen when an
item that is packed tightly in fitted styrofoam. What
happens is when the slightest amount of pressure (like
the weight of other heavy boxes) is put on the package
it may be just enough to cause damage to the item.
Also damage can happen if the box is dropped to the
ground by the driver and yet there is not damage to
the outside of the box. Again, please accept our
apology for this as we try very hard to get our orders
to our customers without damage.
PLEASE NOTE: If you package was shipped via
FedEx you will need to hold onto the original packaging
box and packing materials and damaged item for the
freight carrier to pick up to verify the damage before
they will honor a claim.
FedEx does pick up all
damaged product(s) and they do require the original
box the items were shipped in. This is their way
of protecting themselves from fraudulent damage
charges.
Follow
these instructions for
filing a damage claim on
FedEx shipments in
which merchandise is damaged:
-
Call
FedEx as soon as possible to report the
damaged item at
1-800-GOFEDEX (463-3339) and
SAY "Customer Service" and you
will be connected to a live person.
-
Have
your
FedEx tracking number which appears at the
bottom of the shipping label on your package, the
FedEx customer service rep can help you find it if
needed or email us and we will be glad to
provide you with it.
-
FedEx will
schedule a pick up of the damaged item(s) in the
original box it
was shipped in and then return it to us.
-
FedEx will
want to know where you are going to leave the
package for pick up in the event someone is not home
when they come to pick it up.
-
They will
give
you a claim # which you
need to write down and you will enter it in
the damage claim form below
so we can
file a
claim for reimbursement of this damaged item.
-
Complete our online Damage Notification
form below.
-
You will receive
a confirmation email from us that we have received
your
damage/defective claim usually within 24 - 48 hours.
Please
let us know if they do
not pick it up as scheduled after you have called
them. Once we have received your
Damage Notification with the FedEx claim # we will send your replacement
item or issued a refund to you if we are not able to
replace the item.
Instructions for
filing a damage claim on
Priority Mail
shipments in which merchandise is damaged:
-
Complete our online Damage Notification
form below.
-
You will receive
a confirmation email from us that we have received
your
damage/defective claim usually within 24 - 48 hours.
-
Upon receipt of
your online damage form, we will send out a
replacement item along with a return postage
paid label for you to use to return the damaged
item. If we do not receive the
damaged item within 10 days from the date we shipped
your replacement, you will be charged for both items,
as well as the postage for the label that was
pre-printed and the second shipping fee that was for
shipping the replacement item.
This is our way of protecting Old Town Gifts from
fraudulent damage charges.
Damaged
Claim Form
*Items
marked with an asterisk are required*
|
