Submitting a Claim
It doesn’t happen often, but sometimes errors occur in the printing process. If you believe there is an issue with your order, please let us know. You may submit a claim form (attached at the bottom of this article) and email us at email@example.com. Please also include pictures of the issues that occurred. This will help us troubleshoot what happened and prevent similar issues from occurring in the future. Someone from our claims department will be in touch with you moving forward.
If there is a shipping issue, keep the boxes and provide images. For large orders delivered on a skid (or a pallet) inspect the skid for any type of transit or forklift damage. If you see any, sign the freight receipt noting that the skids are damaged and describe the damage such as forklift holes in cartons or corner of cartons/skid is crushed from transit damage. If time permits, open the carton and count/note the number of damaged books. If the driver will not wait, note on the receipt there is transit damage and sign it that an inspection required to determine extent of the damage. Then check the extent of damage to get a count. When that is done, let us know and we will work to file a claim for the damage with the carrier. If it is not signed as damaged, it is virtually impossible to get a claim accepted by the carrier. You may submit a claim form (attached at the bottom of this article) and email us at firstname.lastname@example.org.
Viewing a Claim Replacement Order
You can view claim replacement orders in your account. Because we oftentimes place the order internally, it will not appear in the "Submitted Orders" section with your other orders; however, you can see the claim replacement orders if you click on "Search for Orders." If you have search criteria, you can enter the information, or you can just click on "Search" without entering anything at all. Replacement orders typically begin with "RO-xxxx" and will appear in the order list.