Freight Damage Report

Freight Damage Report & Policy

Freight Damage Policy

Most Recent Version: May 28, 2025

At ThrillTek, we take every precaution to ensure your freight shipment is packaged securely and clearly labeled. However, due to the nature of freight shipping, damage can occur. This policy protects both you and ThrillTek by outlining what to do if your shipment is damaged and how to ensure you remain eligible for insurance coverage.

1. Customer Responsibility Upon Delivery

You are required to inspect your shipment immediately at delivery. This includes:

Checking for visible damage to the outside of the packaging and item(s)
Counting all pallets and boxes to ensure nothing is missing
Taking clear photos of all sides of the pallet and any visible damage
Writing any damage clearly on the Bill of Lading (BOL) before signing

IMPORTANT: Never sign the BOL as “clear” or “received in good condition” if there is any visible damage.

2. Insurance Coverage

All freight shipments from ThrillTek are insured through a third-party freight insurance provider.

IMPORTANT: In order to be eligible for any compensation, damage must be clearly noted on the BOL at the time of delivery. If it is not, your insurance claim may be denied. Carriers and insurers require proof at delivery to process a claim.

3. Reporting Deadlines

Visible Damage (You can see damage when it arrives)

Must be noted on the BOL at delivery
Contact ThrillTek within 24–48 hours
Submit all documentation within 5 calendar days

IMPORTANT: Claims will be denied if you do not note the damage on the BOL and notify us within 48 hours.

Concealed Damage (Hidden damage inside packaging)

Contact ThrillTek within 24–48 hours of delivery
Submit all supporting documentation within 5 calendar days

IMPORTANT: Reporting concealed damage after 48 hours will almost always result in a denied claim.

4. What Is Not Covered

ThrillTek is not responsible for:

Damage not noted on the BOL
Deliveries to residential locations without liftgate service (unless paid for)
Improper handling after delivery
Concealed damage reported after 24–48 hours
Cosmetic blemishes or minor wear that does not impact function

5. Resolution and Remedies

If your claim is accepted, ThrillTek will offer one of the following remedies:

Replacement part(s) at no cost
Partial refund or store credit
Full return and replacement if the unit is severely damaged

IMPORTANT: You must keep all original packaging and materials until the claim is fully processed.

6. Additional Terms

All machines ship fully assembled unless otherwise stated
Customer is responsible for ensuring safe and accessible delivery conditions
If delivery is refused for non-damage reasons, return shipping and restocking fees apply

Quick Reference: Freight Damage Timeline

Step	Action Required	Deadline	Importance
#1	Inspect shipment upon delivery	Immediately	Check for any damage, missing items, or signs of mishandling
#2	Note damage on Bill of Lading (BOL)	At time of delivery	REQUIRED for all visible damage claims and insurance eligibility
#3	Report concealed damage to ThrillTek	Within 24–48 hours	CRITICAL – Strict window for hidden/internal damage claims
#4	Contact ThrillTek about any damage	Within 24–48 hours	Must notify us promptly to begin the claims process
#5	Submit all required documentation	Within 5 calendar days	Includes photos, damage report, signed BOL, and order details

By placing an order with ThrillTek, you agree to this Freight Damage Policy in full.

Next Steps After Submitting a Freight Claim

Once all required documentation is received, ThrillTek will initiate a claim with our third-party freight insurance provider on your behalf.

Freight damage claims can take time to review, investigate, and process — typically between 4 to 6 weeks, depending on the carrier and complexity of the case.
While we cannot guarantee this timeframe, we will keep you informed with updates throughout the process and do our best to assist in moving the claim forward.
We ask for your patience and understanding during this time, as claim timelines are determined by the insurance company, not ThrillTek.

IMPORTANT: Filing a complete and timely claim increases the chances of a faster resolution. Incomplete documentation or delayed reporting will slow the process or result in a denied claim.