Lost or Damaged Shipments
Lost or Damaged Shipments
When Shipments Arrive Damaged or Lost
The EXCEL aims to send materials quickly and efficiently, using reliable shipping carriers. However, sometimes shipments may be lost or damaged during transit, creating challenges for both The EXCEL and our customers. The EXCEL may face paperwork and expenses to resend these products, with no guarantee of reimbursement from the carrier. This inconvenience can affect customers by causing downtime or missing important installation deadlines. To address these issues, we follow an industry-standard procedure to replace lost or damaged products for our customers.
What to do
- If you see visible damage to the packaging, sign for the shipment as “damaged” with the carrier when they unload
- If your order does not ship in full, sign for as”missing items”. For instance, if you see box 1 of 4 and only have 1 box
- Notify your salesperson at The EXCEL immediately
- The EXCEL will then work on shipping out your items
Timelines for Notifications
If a product is lost, missing, or damaged, you need to inform The EXCEL within 90 workdays. Shipping carriers often lose products, and there’s a time limit for companies like The EXCEL to file claims. If you wait too long, like months or years, there won’t be any refund because The EXCEL won’t be able to file a claim with the shipping carrier.