Inspecting your packages
Time Frame for Inspection
Please inspect all packages and crates upon delivery. Keep in mind that UPS packages and all common carrier freight (tractor-trailer) must be inspected for damage within 48 hours of delivery. Damage claims made after these time periods may be rejected by UPS or the freight carrier. If you find damage, defects or missing parts within the times allotted above; please contact our Customer Service department toll free at 877-868-1369.
The item was damaged in transit by the shipping agent.
Please inspect all items for damage upon delivery. In the case of tubs, exactly follow the inspection and/or uncrating documents you have received from Vintage Tub & Bath to protect yourself from responsibility for shipping damage.
If you cannot reasonably inspect an item that requires a signature upon delivery (like most tubs), sign the receipt and print the words One crate received - contents not inspected; This does not guarantee that the shipper will pay a damage claim, but it is better than signing for the item as "free and clear" from damage.
If you cannot inspect the item upon delivery, please do so within 48 hours.
Damage that occurs during shipment is the responsibility of the shipping company / carrier (Examples include: UPS, US Post Office, ABF Trucking, R&L Carriers, and FedEx). Please click here to submit a claim.
Customers may have to settle directly with the delivering carrier for all damage claims originating after signing for a shipment "free and clear" and/or 48 hours past the delivery time.
If we shipped you a damaged item.
Check your order for damage within 48 business hours after the delivery time. Click here to submit a claim if your product was damaged in shipment. We will not honor claims made more than 48 business hours after delivery.
If we shipped you a defective item.
Defective items are covered by their manufacturers' warranties. Give us a call within 48 hours after delivery and we will do everything we can to get the matter resolved quickly.
If we shipped you an incorrect item.
In the rare event we shipped you the wrong item, please contact us as soon as possible and we will ship you the correct item and pick up the incorrectly shipped item.
If the item is not as described.
If you believe that our description of an item is inaccurate, let us know. We handle these situations on a case-by-case basis. If we are in error, we will refund your purchase price and cover shipping both ways. Please call us BEFORE returning the item. Many times we can arrive at a satisfactory solution that does not involve returning the item.
If the item is missing parts.
Click here to submit a claim if your product is missing a part
Please check your order for missing parts and accuracy within 48 hours after the delivery time. Call us toll free at 877.868.1369 if you discover any parts missing or not correct and we will ship you the parts you need. After this time period, we reserve the right to assume that the item arrived with all of the correct parts.
For more detailed information about our policies, please refer to our Terms and Conditions of Sale page.