Freight Damage Claim

We take every care to ensure products leave our facility in good condition. However, once goods are dispatched, responsibility transfers to the freight carrier. In the event that damage occurs during transit, all claims must be submitted via our online Freight Damage Claim Form.

Inspect your delivery on arrival

Please inspect all goods immediately upon delivery.

  • If any damage is visible, take clear photos of the damaged packaging and the items.
  • Damage must be reported within two business working days.

Claims will not be accepted if goods are not inspected, and damage is not reported within this timeframe.

Submitting a freight damage claim

All freight damage claims must be lodged using our online claim form.

You will be required to provide the following information as part of the form submission:

  • Full name
  • Email
  • Contact detail
  • Customer order number 
  • Packing slip number
  • Project name
  • Freight carrier consignment number 
  • Delivery date
  • Clear photographs of:
    • Consignment label/courier ticket
    • Consignment as received from all sides, identifying any damage to packaging
    • Damage to product 
  • Description of the damage

Please ensure all information is accurate and complete to avoid delays in assessment.

Everything you need is on your packing slip

Most of the information required to submit a freight damage claim can be found on the packing slip attached to the consignment.

Important conditions

  • Damaged goods and all packaging must be retained until the claim is reviewed and finalised.
  • Claims must be submitted within two business working days.
  • Claims submitted outside this period will not be accepted.
  • Repair or replacement is subject to claim approval following assessment, at the discretion of Pacific Door Systems.

Claim assessment & outcome

Once your online claim has been submitted.

  • You will receive an email, including a copy of your submission.
  • The information provided will be reviewed and assessed, including reference to our internal quality assurance records and dispatch photos where applicable.
  • We may contact you to request additional information or clarification.
  • You will be notified of the outcome and advised of any next steps.

 

Need Help?

If you experience issues submitting the online form or have questions regarding a freight damage claim, please contact us.