Freight Claim Policy

Hager Companies goal is to use reliable and reputable carriers, but occasionally shipping damage does occur. Resolving the problem of transit damage or loss depends on the cooperation of all parties. Hager Companies makes every effort to ensure that your shipment arrives on time and in good condition and when a claim arises, we work with our customers to satisfy all parties. Freight damage claims must be made against the common carrier; therefore, it is imperative that you follow these guidelines: 

1. Inspect all shipments upon arrival. If damage or loss is apparent upon delivery, do not accept the shipment until you make a notation of the damage on all copies of the carrier's Bill Of Lading / Delivery Receipt. Have the driver sign all copies to acknowledge the notation and acquire an exception number from the carrier.   
   • All Claims (notated or concealed damage) must be reported to Hager within 5 calendar days of receipt of product. 
   • UPS / FEDEX Shipments with damage – reject the shipment and be certain that the driver notates the refusal for damage
2. In the event you have signed for a shipment and there is concealed damage do not throw away the packing materials, cartons or product or there will be no basis for a claim. Contact Hager Companies 800-325-9995 and speak to the Customer Service department. Hager Companies must file a claim with the carrier but cooperation between the consignee and Hager Companies are essential to secure a claim. Please note: much of this process will be done in writing. 
   1. Important claim information to gather:
      1. Condition of packages upon arrival (blue stretch wrap intact, crushed/torn boxes, boxes sealed, boxes re-taped)?
      2. Were any photos taken of the damage product?  Are there any photos showing the damaged product on the carrier’s vehicle? 
      3. Specific products & quantities short or damaged? 
      4. Name of the carrier? 
      5. PRO / Tracking Number? 
      6. Date received / delivered from the carrier? 
      7. What initials are on the Hager QA Inspection labels
3. If you do not follow the instructions in Paragraph 1, Hager Companies will not be able to file a claim and bears no responsibility for freight claims or for damage. 
4. Even if the driver acknowledges the damage in writing, an inspection by the carrier will have to take place so retain the merchandise, carton, and packing materials at the address to which shipment was made until the carrier authorizes further action in writing. If you have a camera or digital camera, photographs that record the date on which they were taken will help to speed the claim process. 

5. Please advise Hager Companies immediately of all damage. Do not return merchandise to Hager Companies. File  your claim by calling the Customer Service department at Hager Companies and be prepared to email customerconnect@hagerco.com (with Freight Claim & the Hager Order Number as the subject line) or fax (800) 782-0149 copies of the bill of lading and delivery receipt (signed by the driver & customer). Keep all packing materials and boxes with the damaged product. Do not throw anything away until the claim is settled and written authorization from carrier / Hager is given.