Last Updated: June 11, 2026

We are not the carrier

Equipment ships via independent third-party freight carriers. Once a shipment leaves our facility in good condition, the carrier bears responsibility for it in transit. Your actions at the moment of delivery determine whether a damage claim can succeed.

At delivery: inspect everything before signing

Open-inspect the crate and unit before signing the delivery receipt. Look for crushed corners, punctures, forklift damage, racked panels, bent frames, and refrigeration line damage.

If freight arrives damaged: refuse it and photograph it

If the shipment is damaged, you must refuse the delivery and take photographs of the damage, the packaging, and the trailer before the driver leaves. Write “REFUSED — DAMAGED” on the delivery receipt. Then call us immediately at 1-888-792-9315 and we will pursue the carrier claim and arrange resolution.

If you sign clear and accept damaged freight

If you accept visibly damaged freight and sign the delivery receipt free and clear without documenting the damage, no legal grounds for a claim remain against the carrier, and no returns, exchanges, or refunds are available on products delivered damaged and not properly documented. A clear signature is your legal certification that the goods arrived in good condition.

Concealed damage

Damage discovered after delivery must be reported within 48 hours with photographs of the packaging and the damage, per our Shipping and Freight Damage Policy. Concealed-damage claims are harder to win; keep all packaging until resolution.

Related policies

Shipping & Freight Disclosures · Domestic Shipping & Delivery Terms · Returns and Cancellations Policy

Contact

1-888-792-9315, Mon–Fri, 8:00 AM–6:00 PM ET · 140 Kwick Way Lane, Unit 7, Johnson City, TN 37615