Policies

Shipping & Delivery Policies

1. Inspect Before Signing:
   Do not sign the delivery receipt until:
   • You verify the number of pieces.
   • You inspect for visible damage — including underneath any dirty or torn packaging.
   • Even if the box looks fine, open it. Items inside (especially mats) can be damaged without visible outer damage.
2. Always Note Damage on the Receipt:
   If you suspect any damage or the driver refuses to wait for inspection, write:
   “Items may be damaged – driver would not wait for inspection” on the delivery receipt.
   If damage is not notated at delivery, your claim will be denied, and we cannot issue replacements.

• Delivery Appointment:
  Shipments arrive via commercial trucks (typically 53′). Drivers are not required to call ahead.
  If you need a scheduled delivery, contact the shipping company immediately.
  Missed delivery attempts may result in a redelivery fee.
• Be Ready at Delivery:
  • Have assistance available to move your shipment indoors.
  • Standard delivery does not include inside delivery, lift gate service, residential delivery, or alternate delivery locations.
  • Any additional services requested at the time of delivery will result in extra charges not covered by Ross Athletic Supply.
• Proof of Delivery (POD):
  • Count all pieces listed on the POD. Multiple items may be packed on one pallet.
  • Do not sign if the count is wrong or packaging appears damaged.
  • Shortages: Note any missing items directly on the POD.
  • Damage: If you find damage:
    • Inspect the packaging and item thoroughly.
    • Note the specific damage on the POD and ask the driver to sign your notes.
    • If severely damaged, you may refuse the damaged piece only.
• Save All Packaging:
  Freight carriers require original packaging for damage claims.
  Without it, claims will be denied. Keep packaging until all items are verified and inspected.
• Unpack & Verify Your Order Promptly:
  Some boxes may contain multiple items.
  • Report any missing items (not carrier-related) to us within 10 days of delivery.
  • We cannot honor shortage reports made after 10 days.
• Freight Claim Resolution Timeline:
  Claims (including damage, concealed damage, and refused items) may take up to 90 days to resolve.
  We follow the freight carrier’s procedures and appreciate your patience during the process.