Missing Materials in Your Shipment

 

We're sorry — and we’ll help fix this quickly. If any items are missing from your delivery, please follow the steps below so we can investigate and resolve it as fast as possible.

1) Before you report — quick checks

• Check the packing slip / bill of lading and compare it to the items you received. Sometimes items are listed as separate line-items or packed on another pallet/box.
• Look inside every box and under pallet wrap. Small parts (screws, clips, trim) may be in a separate envelope or taped to a board.
• Inspect pallets and boxes for hidden labels or smaller secondary packages.
• If shipment arrived on multiple pallets or trucks, confirm you received all pallets/shipments.

2) Document what’s missing (very important)

Take clear photos to speed up our investigation:

• Photo of the entire delivery (pallets/truck) and each affected pallet/box.
• Photo of the packing slip or bill of lading.
• Photo of product labels or SKU tags that are present.
• Photo showing empty space where missing material should be or damaged packaging.
• Close-up of any visible damage to packaging or product.

3) What we need from you

When you contact us, please include:

• Order number and/or PO number
• Shipment date and delivery address
• Carrier name and tracking number (if available)
• A clear list of missing items (SKU, description, quantity missing)
• Photos described above
• Any evidence of visible damage on receipt

Example (you can copy/paste): Order number: [########]
Shipment date: [YYYY-MM-DD]
Carrier & tracking: [Carrier name / tracking #]
Missing items:

• SKU: [ABC123] — 10 pieces aluminum siding panel 12'
• SKU: [CLIP-01] — 50 siding clips
  Photos attached: packing slip, pallet overview, empty pallet space, damaged corner of box.

4) How to report

Please contact our customer support as follows:

• Email: [[e-mail]] (preferred for photo attachments)
• Phone: [1-800-XXX-XXXX] (business hours: [Mon–Fri, 8:00–5:00 local time])
• Online: [link to support ticket form / portal]

(Replace the bracketed placeholders with your company’s contact details.)

5) What happens next

• We’ll confirm receipt of your report and photos within [1 business day].
• Our shipping team will investigate with the carrier and warehouse; investigations typically take [3–7 business days].
• Possible resolutions:
  • Immediate re-shipment of missing items (if available),
  • Credit or refund for unavailable items,
  • Replacement from a backorder if we are out of stock.
• If the carrier is at fault (lost/damaged in transit), we may file a claim with them; we’ll handle that and keep you updated.

(Adjust timelines to match company policy.)

6) If packaging is damaged

• If packaging or product appears damaged, note the damage on the carrier delivery paperwork at the time of delivery (e.g., “box crushed” or “pallet missing corner”).
• Take extra photos of the damage and include them in your report.
• Keep all original packaging until the claim is resolved.

7) Timeframe for reporting

To help ensure a smooth claim and resolution, please report missing materials within 7 days of delivery (or within your company’s specified reporting window).

8) FAQs

• Q: Can you send missing small parts separately?
  A: Yes — for many orders we can send missing trim, clips, fasteners, or a partial shipment to complete your order.
• Q: Will I be charged for shipping on reshipments?
  A: Shipping policy varies by order and the cause of the shortage; we’ll confirm any shipping charges before reshipping.
• Q: My order shows “delivered” but parts aren’t here — what now?
  A: First re-check delivery location and with others on-site. If still missing, follow the steps above and we’ll open an investigation with the carrier.

9) Tips to avoid future issues

• Keep the packing slip with the delivery until your order is verified.
• Inspect deliveries with the driver when possible and note any irregularities.
• If you routinely receive large shipments, designate a receiving contact who can confirm all pallets/boxes.

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Thank you for letting us know — we take shortages seriously and will work to get you the missing materials as quickly as possible.