Claims and Damages

What to Do When Damaged Freight Arrives

Thoroughly inspect the external packaging and pallet during delivery. If external packaging is not intact, make record of damages on the Bill of Loading from the driver. Never accept or sign for damaged freight without written record.

  • Take count of any missing or damaged boxes or pieces.
  • Take photographs of any external packaging damage and product damage.
  • Contact Pauley Plastic customer service immediately to report damages (not the carrier - we will handle all freight claims on your behalf!)
  • Don’t throw anything away. Weights and evidence of damage is essential in order to settle and process claims - all claims must be settled before disposing of any product. 

What to Expect Next

After a claim is submitted with the proper documentation, the carrier has 30 business days to acknowledge the claim. In most instances, Pauley Plastic will issue a credit or replace the product within 10 days.

Often, claims take a while to investigate. Legally, the carrier has 120 days to respond with approval or denial of claim. During that period, it is important not to dispose of any damaged product as the carrier has the right to pick up the freight.