ALL FREIGHT CLAIMS MUST BE REPORTED WITHIN THREE BUSINESS DAYS AFTER DELIVERY OR THEY WILL NOT BE ACCEPTED BY THE FREIGHT CARRIER.
Inspect your delivery immediately, count all pieces and advise Victory Athletic Surfaces of any damage or missing pieces immediately.
Unloading: You are responsible for unloading if no lift gate or inside delivery has been requested. Additional fees will apply if liftgate or inside delivery is requested.
Missing pieces: if you are missing any items upon delivery, notate the missing items on the Bill of Lading and call 855-827-7474 or email support@VAsurfaces.com to report the missing items.
If you suspect freight damage, follow the instructions below:
- Inspect the outside of each roll immediately upon unloading.
- If damage to the outer protective packaging is present, notate the damage on the delivery receipt or Bill of Lading.
- Remove the outside packaging and inspect each item for visible damage.
- If you have visible damage, it is necessary for you to photograph the damaged areas.
- Email pictures and description of the damage to support@VAsurfaces.com within three (3) business days of receipt of mats.
Additional information regarding shipping & delivery:
Please note that rural addresses, YMCAs, schools, churches, and home businesses are all considered non-commercial by freight companies and may incur an additional shipping charge. If necessary, we will contact you with an updated shipping cost for orders shipping to any address deemed as "non-commercial" by freight companies, or outside of the contiguous USA, prior to processing your order.
Orders shipping by ground service (UPS Ground, FedEx Ground, etc) may be left at the front door or entrance if the business is closed or nobody answers the door, at the driver's discretion.
Orders shipping by motor freight service (UPS Freight, Old Dominion, Daylight Transport, etc) require a signature and must be met by someone able to inspect, receive, and sign for the shipment. If damage is found, it must be noted on the delivery receipt while the driver is present. Damage not noted on the delivery receipt may not be covered by the freight company.
Customers are responsible for any and all additional carrier-imposed fees above and beyond standard rates for standard delivery such as (but not limited to) residential delivery charges, lift gate charges, redelivery charges, etc. These extra services are NOT included in the shipping fee charged online. Delivery does not include bringing items inside your facility.