Order Arrival & Inspection Guide

 

Although shipping damage happens only on rare occasions, ensuring your flooring arrives in perfect condition remains extremely important to us. To help protect your purchase, we’ve outlined a few straightforward steps designed to make sure any potential claims are processed smoothly—and, most importantly, in your favor.

Please ensure that a responsible individual is present at the delivery location when your order arrives. This person will need to carefully inspect the shipment and sign for the delivery. Take a moment to check the packaging for any visible damage before signing the delivery receipt.

Keep in mind that once a shipment is signed for as received in good condition, the carrier considers the delivery complete. At that point, FastFloors is no longer able to submit a freight claim on your behalf, and the carrier will typically reject any damage claims afterward. Taking a few extra minutes to inspect the delivery can make all the difference. 

Please read the outlined steps below to ensure a smooth delivery. 

 

Delivery Acceptance Guidelines

In the event your freight is damaged or goes missing en route to you, please follow the steps outlined below. These steps must be followed; otherwise, the carrier will deny the claim. 

Write down the number of boxes damaged/missing 
  • The specific number of damage/missing boxes must be noted on the delivery receipt. If no notation, the claim will be denied.
  • Do not write things like shipment intact, subject to inspection, concealed damage or any other forms of these words. 
Did you order Trim Pieces or Accessories?
  • Make sure these are delivered with your order. Often, these pieces get separated. If they are missing, it must be noted on the delivery receipt. If the delivery receipt is signed without notation, the carrier will deny any claims. 
You have 15 minutes to inspect the material
  • Do not let the driver rush you. Make sure you have thoroughly inspected and counted the boxes. If there is any damage/missing boxes, notate the delivery receipt. 
Do not refuse the order
  • Whether the material is damaged or wrong, it is easier for us to deal directly with you. Notate the delivery receipt accordingly and file a claim.

Take pictures

  • Full pallet(s) as received
  • One Picture of all damage/missing material 
  • Close-up of the actual damage to the product. Send multiple to show all.

Report to us

  • All claims must be submitted within 48 hours of receipt.
  • Damage or missing product must be on the delivery receipt
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Submission Instructions

All claims must be filed through our website. Click here to file your claim. You must be logged into your account to file the claim. The username is the email that was used to make the purchase. The password was either sent to you in an email or you set it up when you registered. If you don't remember the password, you can always click forgot password.


We can't assist you until a claim is filed. If any instructions above were not followed it will most likely result in denial of the claim by the carrier. If you have any questions please email us at claims@fastfloors.com.