Freight Damage Policy

Last updated: June 16 2026

Thank you for visiting SteelPrepUSA. This Freight Damage Policy explains how customers should inspect freight shipments, document damage, report delivery issues, and request help with freight damage claims for orders placed through SteelPrepUSA.com.

SteelPrepUSA sells commercial food equipment and related products that may ship by freight carrier, supplier, manufacturer, distributor, or warehouse partner. Freight shipments require extra care because large equipment can be damaged during transit, handling, loading, unloading, or delivery.

Inspect Before Signing

Customers must inspect all freight deliveries before signing the delivery receipt, bill of lading, proof of delivery, or carrier paperwork.

Before signing, check the shipment carefully for:

Damaged packaging
Crushed corners
Torn shrink wrap
Broken pallet
Bent metal
Dents
Scratches
Punctures
Loose parts
Missing boxes
Signs the shipment was tipped, dropped, dragged, or mishandled

If anything looks damaged, do not sign the delivery receipt as clear.

Note Damage on the Delivery Receipt

If visible damage exists, the customer must clearly write the damage on the delivery receipt before signing.

Examples of proper notes include:

“Box crushed on left side.”
“Pallet broken.”
“Shrink wrap torn.”
“Possible concealed damage.”
“Equipment dented.”
“Shipment received damaged.”
“Carton punctured.”

Do not write only “subject to inspection.” That may not be enough for a freight claim.

Signing the delivery receipt without noting damage may limit or prevent SteelPrepUSA, the supplier, manufacturer, distributor, warehouse, or carrier from filing or approving a damage claim.

Take Photos Immediately

Customers should take clear photos before the shipment is moved, unpacked, or discarded.

Photos should include:

The full shipment as delivered
All sides of the packaging
Any damaged areas
The pallet
The freight label
The delivery receipt
The product after unpacking
Close-up photos of dents, scratches, broken parts, or missing items

Keep all packaging materials until SteelPrepUSA confirms next steps.

Report Damage Quickly

Freight damage should be reported to SteelPrepUSA as soon as possible.

Visible damage should be reported immediately after delivery whenever possible.

Concealed damage should be reported within 48 hours of delivery whenever possible.

Damage claims are time-sensitive. Delayed reporting may reduce the ability to file a claim, receive replacement parts, receive replacement equipment, or receive other support.

Concealed Damage

Concealed damage means the outside packaging looked acceptable, but the product was damaged after unpacking.

If concealed damage is discovered:

Stop unpacking if possible
Keep all packaging
Take photos of the product and packaging
Do not use, install, modify, or repair the item
Contact SteelPrepUSA through the secure contact form as soon as possible

Concealed damage claims may be subject to carrier, supplier, manufacturer, distributor, or warehouse review.

Do Not Discard Packaging

Customers should not throw away boxes, pallets, foam, wrap, straps, labels, manuals, or packaging materials until the damage issue is reviewed.

Carriers, suppliers, manufacturers, distributors, or warehouses may require packaging photos or inspection before approving a claim.

Discarding packaging may limit or prevent claim approval.

Refusing a Freight Delivery

Customers should not refuse a freight shipment without contacting SteelPrepUSA unless the shipment is severely damaged, unsafe to accept, or obviously unusable.

If severe damage is present, the customer should:

Take photos
Clearly note the damage on the delivery receipt
Ask the driver to document the damage
Keep a copy or photo of the paperwork
Contact SteelPrepUSA as soon as possible

Refusing a shipment without approval may result in return freight charges, storage fees, re-delivery fees, restocking fees, or other carrier or supplier charges.

If the Driver Will Not Wait

If the freight driver will not wait for inspection, the customer should note that on the delivery receipt if possible.

Example:

“Driver would not allow full inspection. Possible concealed damage.”

Then take photos immediately and contact SteelPrepUSA as soon as possible.

What to Include When Reporting Damage

To report freight damage, contact SteelPrepUSA through the secure contact form and include:

Order number
Customer name
Delivery date
Product name
Carrier name if available
Tracking or PRO number if available
Photos of the full shipment
Photos of damaged packaging
Photos of damaged product
Photo of the delivery receipt
Description of the damage
Whether the delivery was accepted or refused
Whether the damage was visible or concealed

The more complete the documentation, the better the chance of a successful review.

Claim Review Process

SteelPrepUSA may review the information and coordinate with the supplier, manufacturer, distributor, warehouse, freight carrier, or other involved party when applicable.

Damage claim approval, replacement parts, replacement equipment, refunds, credits, repairs, or other resolutions may depend on:

Carrier claim requirements
Supplier or manufacturer policy
Condition of the product
Delivery receipt notes
Photo documentation
Timing of the report
Whether the item was used, installed, modified, moved, or discarded
Whether packaging was kept for inspection

SteelPrepUSA will make reasonable efforts to assist customers with freight damage issues, but final claim decisions may be controlled by the freight carrier, supplier, manufacturer, distributor, warehouse, or warranty provider.

Using or Installing a Damaged Product

Do not use, install, modify, repair, or discard a damaged product until SteelPrepUSA provides next steps.

Using or installing a damaged item may affect claim eligibility, return eligibility, replacement eligibility, warranty eligibility, or refund support.

Missing Items or Short Shipments

If boxes, accessories, trays, parts, manuals, or other items appear missing, customers should note the shortage on the delivery receipt before signing when possible.

Example:

“Shipment short one box.”
“Missing accessories.”
“Pallet appears incomplete.”

Customers should take photos and contact SteelPrepUSA as soon as possible.

Customer Responsibilities

Customers are responsible for:

Providing correct delivery information
Being available for scheduled freight delivery
Inspecting shipment before signing
Noting visible damage on the delivery receipt
Taking photos
Keeping packaging
Reporting damage quickly
Following SteelPrepUSA’s instructions during the review process

Failure to follow these steps may limit the ability to receive claim support.

Carrier Delays, Storage, and Re-Delivery

Freight carriers may charge additional fees for missed appointments, storage, re-delivery, limited-access delivery, incorrect addresses, refusal, or delays caused by incomplete customer information.

These fees may be the customer’s responsibility unless caused by an error by SteelPrepUSA.

Relationship to Other Policies

This Freight Damage Policy works together with the SteelPrepUSA Shipping Policy, Return / Refund Policy, and Warranty / Service Policy.

Shipping damage may be handled as a freight claim instead of a standard return or manufacturer warranty claim.

Contact for Freight Damage Help

For freight damage, missing items, short shipments, refused deliveries, or delivery documentation questions, please use the secure contact form on SteelPrepUSA.com.

SteelPrepUSA hides public email addresses for spam protection and uses contact forms to route customer requests properly.

Policy Updates

SteelPrepUSA may update this Freight Damage Policy from time to time. The version posted on SteelPrepUSA.com at the time of review will apply to the extent permitted by law.