Freight damage is much easier to claim if it’s written down at delivery. Before you sign the delivery receipt (bill of lading, or BOL):

  1. Count the pallets and pieces. Make sure the count matches the BOL.
  2. Check every pallet for crushed corners, punctures, leaks, tipped or broken wrap, or tilt indicators that have been set off.
  3. Write any damage or shortage on the BOL before you sign. Be specific, for example “1 pallet: crushed corner, 2 cases wet.” If you don’t have time to check everything, write “subject to inspection.” Don’t sign a clean BOL for freight you haven’t looked at.
  4. Take photos of the damage, the labels and the signed BOL while the driver is there if you can.
  5. Keep all packaging until we tell you it’s OK to throw it away. The carrier may need to inspect it.
  6. Report it to us asap through our request form. Include your 7-digit order number, the BOL or PRO number, and your photos.


Should you refuse the shipment? Accept it and note the damage rather than refuse, unless it’s a total loss. This will allow us to more easily return and replace the order.


To track a freight shipment before it arrives, see Tracking Your LTL Shipment (BOL # vs. PRO #).