Visible Loss or Damage
Any external evidence of loss or damage that occurred during transit is considered visible loss or damage and must be noted on the bill of lading and signed by the carrier's agent (driver). Failure to adequately describe the visible loss or damage could result in the carrier delaying or refusing to honor the freight claim.

Concealed Loss or Damage
Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage. Due to rough handling in transit it is possible to damage the contents of a container without damaging the container. If such a situation occurs it is important to contact LUXStores immediately for instructions on how to handle the claim. If a claim is to be filed it is important to save the container that the damaged merchandise arrived in. You must open all received boxes and inspect products for concealed damage within 3 business days of delivery.

Receiving Your Shipment When receiving your shipment it is important to do the following:

1. Your shipment may consist of a number of individual boxes placed on a single pallet. The pallet will need to be separated to be unloaded. Unless specifically requested, no truck lift-gate services is ordered for delivery. The truck driver is required to assist in "breaking-down" the pallet and in unloading of individual boxes off the truck. Please note that you will need to have at least one other person to help the driver with unloading. If you do require additional unloading help or lift-gate services from the carrier, you may contact the freight carrier directly to request such service, however any additional charges for custom unloading are to be your responsibility.

2. Count all pieces of your freight. Even if your shipment arrived on a pallet there should be a piece count on the bill. Ensure that all pieces are accounted for.

3. Check shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut it is very important to mark this on the bill of lading. If there is a possibility of damage it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific.

4. Boxes that have been dropped may not show obvious signs of external damage, (for example for saunas it is a good idea to check the heater and door boxes very carefully). You may want to open these specific boxes before the driver leaves to ensure that the contents do not have concealed damage. The driver may refuse to allow you the time to open specific boxes - if this is the case, open the boxes as soon as possible, but not later then 3 days after the delivery, to inspect for damage.

Refusing a Freight Shipment & Freight Carrier Fees
If the shipment is damaged and unusable, it may be necessary to refuse part or all of the order. Call our shipping department at 1-888-666-1639 before refusing any shipment. LUXStores will assist in filing a freight claim for damaged freight if the carrier is our normal in-house carrier. If the carrier was chosen by the consignee then it will be the responsibility of the consignee to file such a claim.

Should a shipment arrive with damages caused by the carrier, the carrier will return the merchandise "Dead Head" at no cost to either party. Do not attempt to return any shipment back to LUXStores or the originating factory without prior authorization from LUXStores. Please review the LUXStores Return Policy for additional information.

Please note that any additional freight carrier's fees such as re-delivery, special notification and lift-gate services are the responsibility of the customer (unless otherwise noted on your order). If such services are requested by you and billed to LUXStores, all such fees shall then be re-billed to your credit card. If the freight carrier is unable to deliver the freight due to problems with contacting you or setting up delivery appointments, storage fees may be assessed by the carrier – in such case all storage fees are the responsibility of the customer and shall be billed to your credit card.


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LUXStores, 75 Hawk Rd, Warminster, PA, 18974
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