Freight Inspection and Damage:

Although we do our best to minimize damage, accidents do occur and we want you to be prepared should the situation arise. Please see the following steps should you receive damaged materials.

  1. Please Inspect the outside of the box for any signs of damage. If damage has occurred the box will show through wear, tears and distress. Please take photos of any damage to boxes BEFORE you open them.
  2. Please check the boxes to be sure the amount matches your invoice, the driver also has a copy of how many boxes you should be receiving.
  3. If damage has occurred please note the BOL (Bill Of Leading) with the driver and accept the shipment.
    Then sign the delivery slip and receive both the damaged product and any undamaged product.
  4. Then, please call or email us to schedule replacement of the damaged or missing products.
  5. By law, once reported, the damaged product is the property of the carrier and they have 120 days to decide if they wish to inspect, pick-up or discard the product.

We replace your product and work with the delivery companies on shipping damage claims. We file your claim, providing you note the damage and sign for the damage material upon receipt of the shipment.

If you do not sign for shipping damage on the BOL at the time of delivery, we lose our ability to file a claim with the delivery company on your behalf.

If the damage is not noted on the BOL we are unable to provide you with replacement material at no cost. Your only recourse will be to attempt to file a claim yourself with the shipping company with no guarantee of the results.

RaisStoves.com cannot be held responsible for any freight damage that occurs if the BOL is not noted at the time of delivery.

If an item is missing from your shipment, please mark it on the BOL at delivery time. Occasionally items packed in their own boxes and strapped to the top of the stove box can be lost during shipment, and in order for the shipping company to replace the item you must mark it on the BOL. If the pallet appears complete, but you open up the box and there is a missing item inside the box (the warehouse forgot to pack it), then you must notify us within 21 days of delivery. Any missing items reported more than 21 days after delivery will be charged for replacement.