Q. "My order is shipping via freight truck; what should I look for when it gets here?"
A. Please note that freight shipments are delivered "curb-side", meaning that the driver is only responsible for delivery of the shipment to the property - not to the barn, or inside the location. Unfortunately, there are a lot of things that can happen between the manufacturer and your delivery location; therefore we are asking you to do a very small amount of work to protect yourself, and us.
We strongly recommend inspecting the shipment prior to signing the delivery receipt to ensure that you are receiving what you ordered, and in acceptable condition, the National Claims Council Regulations specify that you must inspect, examine, and inventory your shipment, as it is unloaded.
1) On arrival, inspect the shipment immediately for obvious signs of damage.
Any and all shortages and damages must be written on the Bill Of Lading or Freight Bill. Should you determine that any items are damaged or missing, you MUST note the item, the discrepancy, and the condition before you sign it! Please note: if you have someone receiving the freight for you, such as a neighbor or relative, they are acting as your representative; you should inform them that they should check for missing or damaged items.
2) You should open cartons and containers.
If there is the slightest doubt that the merchandise is damaged (concealed or not) it must be noted on the Bill Of Lading or Freight Bill, or the liability to prove that the delivering carrier did the damage becomes your responsibility.
3) Do not be intimidated by the driver.
They cannot leave until the Bill Of Lading or Freight Bill is signed (regardless of how much in a hurry they are or how late they are). The carrier's driver should answer your questions. While your driver is there, compare the pieces of freight you are receiving to your carrier's freight bill and against the photos of the shipment that we have sent to you at the time it departed our facility. When you've determined that the condition and quantity of your freight is acceptable, you can then sign the delivery receipt. The driver will provide you with a copy, taking the signed copy with them (as a delivery receipt). If one is not offered, request one, as is your right. The Bill Of Lading or Freight Bill is the only documentation of the condition of a shipment when it arrives at your location, and without this document, we cannot hold others accountable for items damaged or missing.
Your signature on the delivering carrier's freight Bill Of Lading (BOL) constitutes acceptance of the merchandise as is and in good order.
Q. "I see that my order is FOB RAMM Fence – what does this mean and why is this important to me?”
A. “FOB Origin” refers to the legal fact that the buyer assumes title of the goods the moment the freight carrier picks up and signs the bill of lading at the origin pick-up location. This means that you own the product at the time it leaves our facility. Any damage or shortages are to your purchased product and thus it is CRUCIAL that you thoroughly inspect your product upon arrival. We are happy to file freight claims on your behalf, but ultimately it is your responsibility to document damage and shortages.
Q. "When should I sign for the shipment?"
A. Your signature on the delivering carrier's freight Bill Of Lading (BOL) constitutes acceptance of the merchandise "as is" and in good order. If you do not inspect before signing you are, for all practical purposes, waiving the right to collect on a damage claim even if the damage is discovered later (known as concealed damage). So, you should only sign for the shipment once you are satisfied with the condition of the shipment.
Q. "What if the shipment arrives damaged or missing items?"
A. Damage and short shipments are very unusual, but do occur. Again, it is VERY IMPORTANT that you fully inspect all items at the time they are received for shortage and/or damage and to note any product shipment shortage or container or item damage on the delivery receipt before signing it and allowing the truck to depart. This means opening the box and/or unwrapping the item(s) if necessary to ensure there is no damage. If you feel that there is a possibility of concealed damage you should write “possible concealed damage” on the delivery receipt. Whenever possible, take pictures of the damaged product both on and off the truck to assist in filing the freight claim. Damaged product must be held by the customer, as the freight company has the right to inspect any items for which damage is being claimed.
If the shipped goods are damaged beyond your wish to accept them, please call us immediately. Do not refuse the shipment without speaking with us. Often we will send replacements out the same or next day.
Once reported in this manner, shortages and damaged items are the sole responsibility of the carrier. If concealed damage is discovered following delivery, it should be reported to the us immediately, however without proper note on the delivery receipt shortages and damaged items become the sole responsibility of the customer, and the freight company may offer little to no credit for the claim.
In the event of shortage and/or damage, our customer service team will be happy to assist you in filing a claim on your behalf when the shortage and/or damage has been fully and properly noted on the delivery receipt or when concealed damage has been reported within 24 hours of delivery.
Credit for or replacement of correctly reported damaged items will be provided without additional cost and will be processed as quickly as possible. We will also be happy to assist in cases where shortage and/or damage has NOT been noted on the deliver receipt. However, when this occurs, as noted above, credit or replacement of items cannot be guaranteed without additional cost.
Q. "What is concealed damage?"
A. Concealed damage is damage which you did not notice when you first accepted your shipment or was hidden from your sight.
Q. "What if I don't see any damage until after the freight driver has left?"
A. This must be reported to us immediately. If you signed for the shipment indicating there was no damage noted at time of receipt, we will attempt to file a claim with the carrier on your behalf. Signing the delivery receipt without noting any damage makes filing a freight claim extremely difficult and credit or replacement of items cannot be guaranteed without additional cost. In the event of concealed damage, it is vital that you immediately document and photograph (if possible) the packaging and the damage.
Q. "What if I have my neighbor sign for me because I am unable to be there for the delivery?"
A. If you have someone signing the freight bill for you, for whatever reason, they are acting as your representative; you should inform them that they should check for damaged items. If the freight is signed for without notating damaged or missing pieces - regardless of whether you or your representative signed for it - it is quite difficult to get the freight companies to take responsibility.
Q. "Will you replace my order if it is delivered damaged?"
A. In the event of shortage and/or damage, our customer service team will be happy to assist you in filing a claim on your behalf when the shortage and/or damage has been fully and properly noted on the delivery receipt or when concealed damage has been reported within 24 hours of delivery.
Credit for or replacement of correctly reported damaged items will be provided without additional cost and will be processed as quickly as possible. We will also be happy to assist in cases where shortage and/or damage has NOT been noted on the deliver receipt. However, when this occurs, as noted above, shortages and damaged items become the sole responsibility of the customer, and the freight company may offer little to no credit for the claim. In these cases, RAMM Horse Fencing & Stalls cannot guarantee credit or replacement of damaged items without additional cost.
Q. "If I order a very heavy item, will the freight driver deliver to wherever I need it on the premises?"
A. In short, no. The freight carrier's responsibility is to deliver within the property line; once it has been delivered to the address supplied, and the Delivery Receipt has been signed, the driver has fulfilled their obligation. Freight will be unloaded at the delivery site immediately adjacent to the delivery vehicle only.
It is important to make arrangements to have any required help for off-loading as needed at the time of order delivery (including a forklift if necessary). Lift gate services may be available upon request for an additional charge, but will not be available for product arriving on a pallet larger than 4’x4’ (or 4’x6’ in the case of stall mats). You will have 1 hour to remove your product from the truck. If you exceed one hour there may be additional charges due to the freight company. For oversize pallets it is recommended that you have a forklift capable of lifting 5,000# with extended forks to avoid damaging the product. Any damage which occurs during the process of offloading the delivery cannot be reported as freight damage and will be the sole responsibility of the customer.
Q. "Will the freight driver take the shipment off of the truck for me?"
A. The freight truck driver is only responsible for getting the shipment to the delivery site (please note that the shipment will be delivered only to the property - not into the barn, or inside the location); if there are no means to remove the shipment from the truck at the delivery site, the shipment may be returned to the freight carrier terminal, where a different truck may be assigned for the delivery, which will incur additional costs that are your responsibility. If a lift gate was requested at the time the order was placed, then the shipment will be removed from the truck by the driver. However, if no lift gate was requested in advance, they are not automatically supplied, nor included in the cost of the freight. If delivery is attempted without the means to remove the shipment from the truck, you will be responsible for return freight charges and any storage fees incurred. The best way to avoid this is to request a lift gate when the order is placed, for a nominal fee at the time of your order. Please note that orders which are delivered on a pallet larger than 4’x6’ will not fit on a lift gate and you will need a method to remove the product from the back of the truck.
Q. "How do I know when my product will arrive?"
A. The morning after your product leaves our facility you will receive an email with the contact information of your freight carrier. You may call them in advance to set up a delivery appointment. If you do not call them, they will call you once the product has reached their terminal to schedule a delivery. Please note that you have 24 hours to schedule your delivery once the product arrives at the local terminal and 72 hours to accept delivery before storage charges will be incurred through the freight company. Should you live on an inaccessible road, you may have to meet the driver in another location or pick up your shipment at the local terminal.