Freight Damage or Shortage
We take great care preparing your order for shipment to help ensure it arrives in the same excellent condition as when it left our facility. Did you know every pallet STA ships has blue tape around the shrink wrap and photos are taken before being loaded on the trailer? If the blue tape is missing or torn, it is likely the pallet has been tampered with.
We hold our preferred freight carriers to the highest standards and expect them to handle your order with care. But sometimes things happen during transit that are outside of our control. Rest assured we want to make it right for you as quickly as possible. When you notify us of issues with your shipment, here are some things our Customer Service Team will ask for:
Photos
Take photos before unloading from the trailer (if damage visible).
Once unloaded, take additional photos to show all sides of the pallet(s).
Signed Delivery Receipt
Note on the delivery receipt the damage or shortage.
If you’re unsure and need more time to inspect the contents, note as possible damage or shortage.
Be sure the delivery driver’s copy of the receipt includes the notes.
Shipment Information
PO number
STA product number, width and length.
Lot number (photos can be taken of the panel as shown below).
Number of rolls or cases that are unusable.
Non-Freight Claims
While rare, if you should happen to encounter a non-freight related issue, you will be asked for the following information:
PO number
STA product number, width and length.
Lot number (photos can be taken of the panel as shown below).
Number of rolls or cases that are unusable.
Details of the issue (be as specific as possible).
Providing us with the above items can help us process your claim quickly.
For information on our return policy and warranty, please see our Terms & Conditions.
