What If My Goods Arrive Damaged?

The last words you want to hear when trusting a courier with your pallet is ‘damaged goods’, but unfortunately, things can happen that are beyond our control.

It is crucial that you know what your next steps are in order to get the compensation you deserve.


Thoroughly inspect your pallet and goods

When you send a pallet it should be properly packed and wrapped to help prevent any damage from occurring during transit.

If there is damage, you should take the time to thoroughly inspect the pallet - this way, you will hopefully be able to distinguish what caused the damage in the first place.

If the pallet itself is damaged and the goods are packed well in boxes, there may be a chance that these are not affected.

It’s always worth checking everything over if you have any suspicion that your items are not in pristine condition.


Contact us immediately...

If your goods are damaged, then you must contact us immediately. You must contact us within 24 hours of the delivery date. 

We will provide you with an incomplete claims form, which you will need to complete and return to us at your earliest convenience. 


Gather proof of damage

If damage happens during pallet shipping, the first thing the courier will ask you for is sufficient proof of the damaged goods. 

This is to certify that your goods are actually in the condition you are claiming them to be.

They cannot action anything without evidence to back the claim up.

You will need to provide them with proof of cost price, proof of purchase price, proof of weight, photos of the damage, any details of mitigation/salvage or repair and any further information you can offer surrounding the damage.

For example, if you know how the goods became damaged or details of your delivery experience.


Make a claim

After reaching out to let us know your goods arrived damaged, we'll email you an incomplete claims form. 

You will need to fill this out and return to us at your very earliest convenience; We will then process your claim. 

For more information about claims at PalletOnline, please get in touch with us directly.

Was this answer helpful? Yes No