Damage, Returns & Warranty
Loss & Liability
Laguna takes great care to pack your merchandise well so it will arrive in good condition. We even receive a signed bill of lading from the freight company that they accepted your order from us in good condition. The next step is up to you. It is your responsibility to inspect the order to be sure it is in sound condition upon receipt. Below are listed several shipping and receiving standards for you to use to insure proper service.
1.You should thoroughly inspect your shipment upon arrival. Verify the number of cartons and inspect them for damage. If any shortage or damage is evident, notify the freight company and Laguna Clay Co. at once, and request that they make note of it. The freight company will not entertain any claim for loss or damage unless they first inspect the shipment. This notice of damage or loss, together with a copy of your invoice, the original bill of lading, and your paid freight bill will properly support your claim. By signing the Freight Bill/Bill of Lading, you are accepting the shipment and releasing the trucking company from further obligation. Failure to note damage or shortage on Freight Bill/Bill of Lading may forfeit your claim with the trucking company.
2. If the shipment has the appearance that the contents inside may be damaged please insist that the package be opened in the presence of the driver. Any concealed damage should be noted immediately.
3. Public Carrier Trucks are responsible for "tailgate deliveries" meaning that the driver is obligated only to bring the shipment to the end of the truck. At this point it is the responsibility of the consignee to unload it. If you require assistance with unloading, please make prior arrangements. Lift gate, hand unload, inside delivery and residential delivery are often available for an additional price. Tell us your special requirements at the time you place your order and we will either forward your requests to the freight company or provide you with their contact information so that you can make these arrangements to your satisfaction. We recommend you make the contact so that you are certain your requests have been granted.
4. Freight collect payments are to be made at the time of delivery unless you have an established account with the carrier. Any overage on freight prepaid shipments are the customers responsibility and will be billed accordingly.
5. Laguna's responsibility for shipments ends when the shipment is accepted by the carrier. The vast majority of our shipments are received without complications. If, however, your shipment is lost or arrives damaged it is the responsibility of the customer/consignee to make note of any loss or damage in order to file a claim. You must contact us within 30 days in order for a claim to be filed.
Small Parcel Damage/Shortage/Non-delivered Packages
Unfortunately, damage and shortage error do occur from time to time. Please call or e-mail us as soon as possible with order discrepancies and we will correct them as quickly as possible. Shortages/Non-delivered packages MUST be reported within THREE (3) days of receiving your order or shipment confirmation.
Inspect your delivery immediately
Report any damage or shortages. Shortages/Non-delivered packages MUST be reported within THREE (3) days of receiving your order or shipment confirmation.
Keep packaging and product, until advised it can be disposed
Inspection may be requested
Retain copy of inspection report
Please obtain a return authorization number from our Customer Service Department. If a return is necessitated as a result of an Laguna error, there is no restocking charge. Otherwise, a 20% restocking fee is charged for all inventory items that are returned. We do not accept returns on items that have been custom ordered just for you. A return must be requested within 30 days of receipt.
Your order is guaranteed to leave our dock intact and in good condition. We never ship torn bags or damaged goods. We work hard to select the best carriers to fit your needs or we will use carriers that you specify. We carry no other warranties or guarantees other than those provided by the original manufacturer. Please take care in determining the suitability of any product for your intended use before the purchase. We do, however, take pride in your satisfaction, and we will be glad to help you to contact any manufacturer regarding any warranty claim.