Claims
How do I submit a claim?
Claims are to be reported within 10 days of receipt. Claims can be reported for invoiced items on the order portal or through your sales representative or showroom.
What do I need to submit a claim?
To submit a claim, you’ll need photos of the exact product issue, including shipping boxes and receiving documentation. Photos can be submitted in the customer portal when filing the claim.
What if a product is damaged during shipping?
PALECEK products leave our facility fully inspected with no damage and with the packaging in good condition.
When your order is delivered, inspect ALL sides of boxes before signing the delivery receipt “clear.” Note any damage (even if minor), shortages, or overages on the delivery receipt. Refuse damaged boxes (any box with creases, smashed corners, holes, etc.) and note on proof of delivery.
Signing a delivery receipt “clear” or “pending inspection” confirms that the shipment arrived in good condition, and it was complete. This prohibits a claim to be filed. It is your responsibility to ensure all parties receiving your shipments (warehouse, commercial receiver, client, etc.) will comply with our requirements.
Please take photographs, save all packaging, and report any damage or shortage within 10 working days, so that a claim can be filed with the freight carrier. Any damage not noted on the delivery receipt or failure to comply with our requirements may cause the claim to be denied or result in additional charges for returns or replacements.
If the carrier doesn’t provide documents to physically sign, please ask for an exception number from the freight carrier.
PALECEK uses SHOCKWATCH labels on selected item packaging. Please look for these labels. If the SHOCKWATCH vial is RED, please sign the delivery receipt DAMAGED noting “SHOCKWATCH label RED.”
Why was my claim denied?
We will deny any claim that is not reported within 10 working days of receipt of merchandise, and that does not include the required supporting documentation. The trucking company and PALECEK are not liable for freight damage when the delivery is signed “clear” and there is visible damage (dents, holes, etc.) to boxes.