Ownership: care, warranty, shipping and lead time · Rolling Shutter Guide
What should I do if my rolling shutter arrives damaged?
Note any damage or missing cartons on the delivery receipt before the driver leaves, have the driver initial it, and photograph it. Open everything within 2 business days and report problems with photos and the paperwork. The freight claim is filed by whoever paid the freight.
Key facts
- Freight damage, shortages and wrong items must be reported to Roll-A-Shield within 2 business days of delivery. Roll-A-Shield data
- The freight claim is filed by whoever paid the freight: Roll-A-Shield files it when it paid for the freight, and the customer files it when the customer paid. Roll-A-Shield data
- Damage that is not noted with the carrier at delivery can result in extra freight and material charges to the customer. Roll-A-Shield data
- Concealed damage, found only after unpacking, is hard to prove and not always paid; when it is, Roll-A-Shield's liability is limited to the carrier's concealed-damage policy. Roll-A-Shield data
- When Roll-A-Shield built something wrong, the fix jumps the production queue, whether it is a few parts or a complete rebuild. Roll-A-Shield data
Applies to: Rolling shutters delivered by freight or parcel carrier for self-installation or to a contractor; Roll-A-Shield orders of every type.
Most of what decides a freight-damage claim happens in the few minutes the driver is at your door. This page covers what to check, how to record it, how long you have to report it, who files the claim, and what happens next. For what should be in the cartons, see what comes with a rolling shutter.
What should I check before I sign for it?
The count and the outside of every carton.
- Count the cartons against the "X of Y" box count printed on each label. The count is boxes, not shutters, because a curtain can travel in its own box.
- Note any shortage. If a package is missing, write how many are missing on the delivery receipt and have the driver initial it.
- Walk every carton end to end. Write any damage on the delivery receipt, in front of the driver, and get the driver's initials. Be as specific as you can.
- Don't skip small dents. A small dent in a carton can be a sign of damage to the shutter inside, and the note helps the claim.
- Photograph it before anything is thrown away: the damage, the carton and the packing.
Stop: Do not sign a clean receipt for a carton you can see is damaged. Damage that is not noted with the carrier at delivery can result in extra freight and material charges to you.
If the driver gives you a claim number when you point out damage, keep it with the delivery receipt; a freight claim needs it.
How long do I have to report damage?
2 business days. Open and inspect the entire shipment straight away, including inside the shutter box cover, and report any damage, shortage or wrong item within that window.
Handle the shutter box with care and avoid putting stress or weight on its ears; the install manual warns that they can break.
What is concealed damage?
Damage you only find after unpacking, when the carton showed no sign of it, usually from rough handling in transit. It is hard to prove and not every concealed-damage claim is paid. When it is, Roll-A-Shield's liability is limited to the carrier's own concealed-damage policy. This is the reason to unpack promptly and photograph the packaging as well as the part.
Who files the freight claim?
whoever paid the freight. If Roll-A-Shield arranged and paid for the freight, Roll-A-Shield files the claim; if you paid for it, or used your own carrier, you file it.
Either way, send Roll-A-Shield the documentation: your notes, the photos and the driver's freight paperwork. Call (480) 921-0200 or email info@rollashield.com.
What happens after I report it?
Roll-A-Shield reviews the photos and decides whether the fix is a few parts or a full rebuild. Which path applies depends on what went wrong:
| What happened | How it is handled |
|---|---|
| Damaged in transit and noted at delivery | Freight claim by whoever paid the freight; Roll-A-Shield arranges the replacement |
| Wrong item or a build error (motor on the wrong side, wrong accessory, dented slats mid-roll) | Fixed as a priority, ahead of the production queue, as a few parts or a complete rebuild |
| Scuff on a face of the box that will sit against the wall | Treated as cosmetic; it can be touched up |
| Damaged during your own handling or installation | Not freight or build damage; replacement parts are quoted |
On a custom shutter, the remedy for a delivery or build problem is repair or replacement, not a refund.
How do I avoid delivery problems in the first place?
Tell Roll-A-Shield about the delivery address when you order. If there is no loading dock, you need a liftgate, the drive is steep or the street limits truck size, the carrier has to know in advance or the wrong truck turns up. Roll-A-Shield is not responsible if a delivery is damaged, delayed or prevented by address conditions that were not recorded on the shipping form. Packing and carton sizes are on how rolling shutters are packed and shipped.
What next
Once everything is accounted for and undamaged, see can I install a rolling shutter myself. If a single slat was dented, replacing one damaged slat may be all the fix needs.
Frequently asked questions
The carton looked fine but the shutter inside is damaged. Is that covered?
That is concealed damage. Report it as soon as you find it, within the reporting window, with photos of the product and the packaging. Concealed damage is hard to prove and not always paid by the carrier; when it is, Roll-A-Shield's liability is limited to the carrier's concealed-damage policy.
Do I have to fully unpack long crates while the driver waits?
No, but check the count and the outside of every carton while the driver is there and note anything you see; small dents can mean damage inside. Then open and inspect everything within 2 business days.
I damaged a part while installing it. Is that a freight claim?
No. Damage during your own handling or installation is not freight or build damage; Roll-A-Shield quotes the replacement parts.
Parts and next step
Need a part or a hand?
Replacement motors, remotes, straps, slats and hardware ship from our Tempe, Arizona factory. Phoenix-area owners can book a service visit; everywhere else, our technicians help by phone. Call (480) 921-0200; the factory answers technical questions for any rolling shutter, not only ours.