What to do if your order is damaged in shipment...
This page was designed with the intention of providing our customers
with procedures that will help us speed up the process, if a shipper
damages your order.
Understand that the procedures differ between parcel shipments (
UPS, FedEX, US Mail ) & Freight ( Truck or Air. )
Most claims are denied for one or more of the following reasons.
Improper Packaging
Improper Documentation
Improper Insurance
No Follow-up on Claim
Improper Packaging...
This is the single biggest reasons shippers give as to why they
are not responsible for damages. Desert Valley prides itself on
having the finest shipping department in the used auto parts business.
If you have ever ordered a used part that arrived with a thin layer
of used cardboard held on by some tape and stretch film, that is
normal in this business. We go the extra mile with our packaging
to insure the safest transportation for your rare parts, by providing
thick bubblewrap, foam cushions, NEW cardboard, specially designed
boxes, & custom crates. We have streamline the shipping process
thorough the years to remove this denial of responsibility from
the ships arsenal.
Improper Documentation...
Together we need to document whatever we can to prove that the order
was damaged by the shipper. We take digital photos of every order
that leaves, this proves that the damage was not there before it
left our yard. You as the receiving party must also photograph the
damaged goods & packaging if possible. This helps the case and
may speed up claims. Take notes on everything you can about how
you discovered the damage and anything else you may feel will help.
Improper Insurance...
Not having insurance or the correct insurance can falter a claim.
We at Desert Valley insure your packages to protect from shippers
negligence.
No Follow-up...
There needs to be follow-up on claims so your claim will not get
lost in the cracks. We have a person dedicated to claims and will
try and help in the process as much as possible.
What You Can Do To Help...
Parcel Shipments
Check outer packaging for any damage.. (Holes, scrapes, cut &
repaired areas, forklift scrapes, tire marks)
Save all packaging material
Photograph damages parts and document damages
Decide if the part is repairable
Write a letter of total loss or partial damage. If part is repairable
provide a repair bill documenting the time, labor, parts and shipping
costs.
Notify your salesperson ASAP & make arrangements to send photos
& documents to us.
Freight Shipments...
Inspect package before signing bill of lading.
If package is damaged and it appears that the contents may also
be, open package and inspect before signing. This helps delete the
" well they signed for it " excuse.
Follow the steps in parcel shipments above.
Send Claim Information To:
Desert Valley Auto Parts
Claims Dept.
23811 N. 7th Avenue
Phoenix, AZ 85027
E-mail Claims at brian@dvap.com
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