Reporting a Shipping DamageUpdated 8 months ago

Thank you for choosing Plush + Oak for your salon furniture needs. We are delighted to be part of your journey in creating a beautiful and functional salon space.

This document is designed to assist you in ensuring a smooth delivery of your goods. Freight delivery can be unfamiliar territory for many salon owners, so we've outlined important steps and procedures to follow. Additionally, we'll guide you on the necessary actions if your shipment arrives damaged. 

First of all, we want to say that 98% of our orders arrive without incident so this agreement is not intended to scare you. However, it is extremely important for our customers to be empowered with their delivery in case anything happens during transit to their items. 

**Please read the following carefully to ensure a successful delivery:**

Shipment Tracking and Delivery Appointment

All shipments are insured on your behalf by Plush + Oak. Once your order has shipped, you will receive a tracking number and information about the carrier. To track your items, please use the freight company's website directly, as Shop App tracking will not register the freight company's network.

Upon arrival in the final destination city, the delivery company will contact you via telephone to set up a delivery window (a four-hour timeframe for drop-off). Orders will never be dropped off without an appointment set by you, as a signature is required.

Delivery Details and Insurance

All Plush + Oak orders are shipped through freight services, which means curbside delivery—delivery to the exterior of the building. Freight teams are not insured to bring items inside any door. If you need assistance bringing the items inside, please arrange for a secondary person or hire a mover from TaskRabbit, available at an hourly rate.

Extremely Important Before Accepting Your Delivery from the Driver

1. Inspect the Box Thoroughly

   - Walk around the box and inspect all sides to ensure there is no notable damage to the exterior.

   - If there is notable damage, **mark "DAMAGED" and initial the delivery slip**. Write "DAMAGED" across the entire slip or in the signature area. This step is crucial as it serves as proof for any shipping claims.

   - Take photos of the delivery boxes from all necessary angles to show any damage.

   Even if you are unsure whether the furniture inside is damaged, **MARK THE DELIVERY RECEIPT "DAMAGED"** (electronic or paper).

2. Unpack Your Items Promptly

   - Bring your items inside and unpack them within 12 hours of delivery.

   - If there is shipping damage, immediately email [email protected] with your order number and photos of the damaged boxes and items. This is time-sensitive, and all shipping damage claims must be made within 24 hours after delivery. We will promptly submit a claim on your behalf and provide instructions on the next steps.

3. Retain Shipping Materials

   - If your order has damages, please keep the shipping boxes and other materials in case the items need to be transported for local repair.

Email [email protected] with your order number and the information above.