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Shipping & Freight Claims Procedure

Unfortunately, freight damage occurs to product shipments from time-to-time, and our goal is to help you to get the best results from your freight claim. 

Here are the steps that you need to take to submit a freight claim

Inspect Shipments at the Time of Delivery

  • LTL & Crated Shipments - if there is damage or missing items, write a note on the driver’s copy of the Proof of Delivery (POD). If the driver cannot wait for inspection of the shipment write “driver could not wait” on the POD. Do not refuse the shipment.  If there are no notes on the POD, the shipment has been accepted as undamaged, and we are not able to send out replacements and/or do a freight claim.
  • Small Package Shippers - if there is damage, or missing items, follow the steps below after receiving the package.
  • Third Party and Customer Shippers - we have not contracted with the carriers on these shipments. The company responsible for the freight charges will be responsible for filing freight claims for these shipments. Please refer to the carriers claim procedures as required.

Photograph the Pallet and/or Boxes and any items that are damaged. We need good quality photos of each side including the corners and the exact damaged spot, plus any areas where there are rips or tears to the shrink wrap.

Call or Email Us Within 48 Hours at 800-554-6077 or freightclaims@activarcpg.com. Send photos, PO #, and list of items damaged or missing for every freight claim. We are unable to file a freight claim or send replacements if we are not notified within 48 hours of delivery and if we do not have proper documentation (pictures and noted POD).

Do Not Move Product from the Original Ship-to Address or Install if there is damage. If product is moved or installed, we are no longer liable for damage and/or missing items.

Keep the Product and the Packaging -  You must keep the damaged material and packaging for 45 business days unless notified by us. The carrier may want to come and inspect as part of the freight claim process.

We work closely with our shippers to get freight claims resolved in a timely manner, so give us a call at 800-554-6077 with any questions about this process.​

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