Home / Damage During Shipping
Ensuring Safe Delivery of Your Product:
At Froece, we understand the excitement and anticipation that comes with receiving a new product. We take immense pride in crafting each ice cart meticulously and want to ensure it reaches you in pristine condition. Our shipping process involves:
Quality Inspection
Before shipping, each product undergoes a thorough quality check to ensure it meets our high standards.
Secure Packaging
Our items are securely wrapped and packaged to minimize any potential damage during transit.
Trusted Shipping Partners
We collaborate with reputable shipping carriers known for their reliable and careful handling of goods.
What to Do If Your Product Arrives Damaged
Follow these simple steps to properly document and report any shipping damage.
1
Inspect Before Signing
Freight Deliveries: Before accepting delivery and signing the delivery receipt, unwrap and inspect your item. Describe any visible damage on the receipt, take photos, and notify info@froece.com within 1 business day of delivery. For severe damage, contact Froece before refusing the shipment whenever possible. Refusing delivery does not automatically guarantee a replacement or refund. The driver must wait for you to unpack the item, if he is not able to wait, please make that note on the receipt before signing. Smaller Packages — UPS, USPS, FedEx & Other Carriers: Unpack and inspect your items promptly. Report shipping damage to info@froece.com within 5 calendar days of delivery
2
Required Documentation
Include your order number and clear photos of: • The damaged areas and the entire item. • The inside and outside of all shipping boxes and packaging. • Shipping labels with tracking numbers clearly visible. • The delivery receipt showing noted damage, if applicable. Keep the item and all original packaging until the claim is resolved. Contact Froece before making repairs or returning the item.
3
Repairs, Compensation & Returns
Froece will assess the documented damage and offer an appropriate resolution, which may include repair assistance, replacement parts, partial compensation, or an authorized return. Minor cosmetic scratches or scuffs do not automatically qualify for a replacement or full refund. Return requests must be submitted within 8 calendar days of delivery and require written authorization. Reporting damage alone does not constitute a return request. For authorized returns involving minor cosmetic damage, customers are responsible for original and return shipping costs unless otherwise agreed in writing. Any shipping deductions will be disclosed before the return is arranged. Carrier claims may take several weeks. Missing documentation or delayed reporting may affect claim approval. Any agreed refund or replacement timeline will be confirmed in writing.
4
Shipping Claims & Payment Disputes
If your order arrives damaged or you refuse delivery due to damage, please contact info@froece.com immediately with your order number and photos, if available. We will review the issue and coordinate the applicable shipping insurance claim. Please allow up to 2 business days for an initial response. We ask that you contact us and allow us an opportunity to resolve the issue before filing a payment dispute. If you have already opened a dispute, please let us know so we can coordinate the next steps and avoid duplicate refunds. If a payment dispute is resolved in Froece’s favor, we may request reimbursement of the actual, nonrefundable dispute fee charged to us by our payment provider. We will provide documentation and an invoice for your review.
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Our Commitment to Addressing Damages
- Reporting Time Frame: Please report any damages within 1 business day of receiving the product.
- Replacement or Compensation: If you choose to keep the damaged item, we will assess the damage and compensate you accordingly. If you reject the item, and it's in stock, we will promptly send a replacement.
- Processing Time: Please allow up to 10 business days for us to ship replacement parts or process compensations.
Important Note: If damages are not documented before signing the delivery document, we cannot guarantee compensation or replacement. Your proactive reporting helps us serve you better and address any issues with our shipping partners.
Tips for Documenting Damages
Clear Photos
Ensure photographs are clear and taken in good lighting. Capture multiple angles of the damaged area.
Include Packaging
Photograph the packaging from both inside and out. This helps in understanding if external forces during shipping caused the damage.
Save All Documentation
Keep a copy of the delivery form and any other related documents. They might be required during the claim process.
Our Promise to You
At Froece, our customers are at the heart of everything we do. While we take every measure to ensure a smooth delivery, unforeseen incidents can occur. Rest assured, we are committed to resolving any issues swiftly and ensuring your satisfaction. Your trust in our brand is invaluable, and we strive to uphold it with our dedicated service.
For any further queries or assistance, please don't hesitate to reach out to our dedicated customer support team. We're here to help.