Damaged or Broken Material Claim Instructions

Dear Valued Customer,

If you have received damaged or broken materials from American Stone Center, please follow the steps below to ensure a successful claim and benefit from shipping insurance. These instructions are crucial for documenting the damage and resolving the issue quickly.

1. Inspect the Material Upon Delivery

Before Signing Off:

• Do not sign the delivery receipt until you have thoroughly inspected the materials.

• If you notice visible damage to the packaging or the stone itself, take detailed photos immediately.

2. Document the Damage

Photos Required:

• Take multiple photos of the damaged materials from different angles.

• Include pictures of the entire shipment, packaging, visible shipping labels, and tracking numbers.

• Make sure photos clearly show the extent of the damage for claim purposes.

3. Note the Damage on the Delivery Receipt

Delivery Receipt Instructions:

• When signing for the delivery, clearly note any visible damage (e.g., “Box damaged, marble chipped”).

• If the carrier does not allow you to note the damage, do not sign off on the delivery.

4. Contact Us Immediately

Report Within 24 Hours:

• Contact American Stone Center within 24 hours of receiving your shipment.

• Provide us with photos and details of the damage.

• 📧 Email: info@americanstonecenter.com

• 📞 Phone: (714) 352-4304

5. Keep the Original Packaging

Retain Packaging:

• Keep all original packaging and materials until the claim is resolved.

• The carrier may need to inspect the packaging and materials as part of the claims process.

Important Notice Regarding Damaged Shipments

• Proof Required: To hold the carrier responsible, proof of damage is required upon delivery. Without photos and proper documentation, the responsibility for any damage will fall on the customer.

• Carefully inspect your shipment, take photos immediately, and retain all packaging.

Policy Additions for Specific Scenarios

• Broken Piece Count:
  If your FedEx report states “1 box and a few pieces,” it may impact the possibility of a full refund. Please provide an accurate count of the broken pieces or the total square footage of the damaged material.

• Initiating Claims:
  Do not initiate a claim directly with the shipping company before notifying us. Doing so will prevent us from processing a replacement or refund on your behalf.

• Full Refund for Shipment:
  If the material appears completely broken, refuse delivery and document the condition with clear photos. If you accept delivery, only documented broken items will be eligible for partial refunds or replacements.

• Returns:
  Return shipping costs are the customer’s responsibility. If someone else is accepting the delivery for you, please make sure they are aware of this policy.

We appreciate your cooperation in following these steps so we can resolve the issue smoothly. Your satisfaction is always our priority at American Stone Center.

Sincerely,
American Stone Center