Claims Policy.

This Claims Policy outlines the requirements, timelines, coverage limits, and exclusions related to damage or loss claims for deliveries handled by Deliveright. It is designed to provide clarity on how claims are evaluated and what conditions must be met for eligibility.

Please review this policy carefully to ensure proper documentation, timely submission, and compliance with all outlined procedures.

Proof of Delivery (POD)

If the customer signs a proof of delivery confirming no damage to the delivered merchandise or their home, and no loss of any item(s), Deliveright cannot honor a claim for damage or loss. If the POD is not signed clean, all damaged items must be rejected and returned to the hub for assessment to be eligible for a claim.

Time Frame

All claims for damage or loss of items, or damage to the delivery recipient’s home, must be submitted through Grasshopper within 5 business days and must include photographs of the damaged item and the surrounding area. Any claim reported after this time cannot be compensated.

Fragile Materials

Deliveright cannot honor claims for any items made of fragile materials, including, but not limited to, glass, mirror, marble, stone, ceramic, tile, carpets and/or rugs, or velvet. We do not deluxe light-colored or fragile upholstery. We do not deluxe crated items, lighting, or accent items such as faux plants, artwork, lamps, or lamp shades.

Insurance Value

Deliveright can only cover claim amounts up to the total insured value of an order, which is available in Grasshopper. Standard White Glove orders include built-in coverage of $2.25 per pound up to a maximum of $5,000. Customers can increase the insurance coverage when booking an order if the built-in coverage is not adequate, up to the maximum coverage amount of $5,000. Deliveright cannot honor claims greater than $5,000. Any item for which a claim is paid becomes Deliveright’s property.

Damage in Transit to Final Mile Terminal

Deliveright will only be responsible for damage identified during the pre-delivery inspection if Deliveright handled the shipment to the final mile terminal, with the exception of the fragile items listed above. If the shipper handled transportation to the final mile terminal, Deliveright cannot be responsible for any pre-delivery damage.

Concealed Damage

For items where Deliveright handles shipment to the final mile terminal, Deliveright can only honor claims for damage in transit if there is clear and documented damage to the packaging of the item. Deliveright cannot honor claims for concealed damage.

Right to Repair

Deliveright has the right to attempt to repair any damaged item before the shipper can order a replacement. If Deliveright advises that the item cannot be repaired, or that the repair attempt failed, only then may the shipper order a replacement at Deliveright’s cost.

Timeframe for Repair

Deliveright shall have 21 business days to attempt repair or schedule a third party to complete the repair. If repair has not occurred within this timeframe, the shipper may request approval for a replacement. The shipper must inform Deliveright when ordering a replacement and must provide the wholesale cost as soon as possible.

Delivering Items as Loaners

If the shipper would like Deliveright to deliver a damaged item as a loaner, with the intention of shipping a replacement to the customer at a later date, Deliveright cannot be responsible for the cost of the replacement. However, Deliveright will cover the cost of the pickup at the time of the replacement delivery.

White Glove Inspection

Deliveright completes inspections 1–2 business days before the scheduled delivery date.

Pre-Inspection Upon Arrival

Deliveright will only inspect an order at the time of arrival to the final mile terminal if the customer requests and pays for the pre-inspection service. Items marked for pre-inspection upon arrival can be viewed in Grasshopper.

Service Level

Unless there is clear and documented damage to the packaging of the item, Deliveright cannot honor claims for orders with a service level of Curbside, Threshold, Room of Choice, Room of Choice Plus Assembly, Room of Choice with Debris Removal, Business to Business, or Unattended.

Indirect Damage Claims

Deliveright shall not be liable for indirect damages, including, but not limited to, any loss of profits or revenue, excess time allocated, or any damages or inconveniences reported by the customer or a third party, other than the direct damages or losses described above.

Shipping Credits

All approved claims will be paid out to the shipper in the form of shipping credits to be applied toward future orders booked with Deliveright. Deliveright will not process checks, bank transfers, or credit card reimbursements for approved claims. The product becomes Deliveright’s property upon claim approval.

Unpackaged Product Insurance

Deliveright does not offer insurance coverage for insufficiently packaged, unpackaged, antique, or pre-owned goods. Insurance coverage does not apply to freight or delivery/scheduling delays. Deliveright does not offer compensation for transit or scheduling delays.

Contact Us

If you have any questions about the Deliveright Claims Policy, you can contact us at: https://deliveright.com/contact-us/