Thank you for placing your order with Rackmount Solutions! For experienced shippers/receivers, these guidelines may serve as a quick reminder of best receiving practices. For those less experienced with receiving freight deliveries, please take a few moments to review these important instructions.
Please be sure to share a copy of these guidelines with anyone who may be responsible for signing for your shipment.
Most deliveries arrive on time and in perfect condition; however, in the unfortunate event that shipping damage does occur, it’s critical that these steps are followed before signing any delivery paperwork.
Delivery Schedule
Once a shipment leaves our facility, delivery schedules are managed by the carrier. A delayed delivery is not grounds for cancellation or refusal unless Rackmount Solutions is notified prior to shipment.
If delivery is to an unmanned site, please contact the carrier early to confirm your stop number and provide your cell phone number. Follow up as needed to confirm timing. If the carrier misses the scheduled delivery, contact their dispatch team directly to reschedule, as carriers will only discuss delivery arrangements with the consignee (you).
Please note that Rackmount Solutions is not responsible for delays caused by weather, traffic, or carrier issues.
Responsibilities:
Rackmount Solutions: It is our responsibility to package all products in materials that meet or exceed industry standards. Shipments are sent FOB Origin, with shipping costs prepaid and added, unless other arrangements have been made. If you’ve provided your own small parcel or freight carrier account, no additional shipping charges will appear on your invoice.
Transportation Company: The carrier is responsible for safely transporting your shipment in accordance with National Motor Freight Classification standards. Their duty is to handle your product with care and deliver it in good condition.
Client (You): Please inspect every shipment carefully before signing any delivery paperwork. Your signature confirms that the goods were received in acceptable condition. Once signed, both the carrier and Rackmount Solutions shall consider the delivery complete.
If there is any visible damage, no matter how minor, please follow the damage procedures below.
Damages:
There are three common types of damage situations:
1. Obvious Damage
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- When a product is clearly damaged upon delivery, refuse delivery and note “Damaged - Refused” on the Bill of Lading.
- Take clear photos of the damage and complete our form located HERE.
- Unless the shipment is billed to your carrier account, we will file a freight claim for the damage. For shipments billed to your carrier account, you will be required to file the claim with the carrier.
2. Visible Packaging Damage
- If the packaging is torn, dented, or punctured, but you cannot visually assess if the product is damaged, please inspect it before the driver leaves.
- If you accept the shipment, note “Packaging damaged - subject to further inspection” on the Bill of Lading, and notify Rackmount Solutions immediately.
- If damage is later found, please notify Rackmount Solutions immediately upon discovery. Damage must be reported within five business days of delivery. Unless the shipment is billed to your carrier account, we will file a freight claim for the damage. For shipments billed to your carrier account, you will be required to file the claim with the carrier.
3. Concealed Damage
- If the packaging was intact upon delivery but damage is not discovered until after the driver has left, please report the damage along with photos to Rackmount Solutions within five business days of delivery. Unless the shipment is billed to your carrier account, we will file a freight claim for the damage. For shipments billed to your carrier account, you will be required to file the claim with the carrier.
Drivers have schedules to meet and are not happy about delivering a product that is obviously damaged in transit, but they are responsible for delivering your shipment correctly. Don’t let a hurried or irritated driver intimidate you into signing a Bill of Lading as free and clear when you see that the product or wrapping is damaged. If you’re unsure, please call our Customer Service Team at (800) 352-6631 while the driver is still present. We can help guide you through the process!
All visible or suspected damage must be reported to the carrier within five business days of delivery. Please document the time of delivery, the driver’s name, and take photos of any and all damage.
Shipping Fraud:
Freight companies have tightened their claims policies due to increased incidents of fraud. Shipping fraud occurs when a product is delivered in good condition, but is accidentally damaged in-house after delivery, and the consignee files a false claim that the product was damaged during transit to have it replaced at no cost. The freight carrier’s only defense against shipping fraud is the signature on the bill of lading or delivery receipt showing product was received free and clear, which is why their claims policies so stringently rely on the receiver reporting damage at the time of delivery.
Freight damage is rare but knowing what to do when it does occur helps you protect your investment and ensures a smooth resolution if issues arise.
We appreciate your business and look forward to serving you again!
Rackmount Solutions - Logistics Department
(800) 352-6631
