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🛠️ Shipping Damage & Freight Responsibility Policy

When receiving a SylvanSport trailer, tent, or gear item via freight shipping, it’s important to know who’s responsible if your shipment is damaged. While freight carriers are typically liable for damage during transit, you play a key role in documenting the issue and ensuring a smooth resolution. This article outlines what to do if your shipment arrives damaged, when refusal is appropriate, and how SylvanSport supports you through the claims process.

🛠️ Shipping Damage & LTL Freight Responsibility Policy

What to Know If Your Shipment Arrives Damaged

At SylvanSport, we take pride in carefully packaging and shipping every trailer, rooftop tent, and gear order that leaves our facility. But when large items like our LOFT rooftop tents, GO Easy trailers, or full-size trailers are shipped via freight, there is a small risk of damage during transit. When this happens, understanding who is responsible—and what steps to take—can make all the difference.

🚚 1. Who’s Responsible for Shipping Damage?

🏢 The Freight Carrier

Once your shipment leaves our warehouse and is scanned in by the freight carrier (e.g. TForce Freight, XPO, FedEx Freight, etc.), it is legally in their possession and they assume responsibility under federal law via the Carmack Amendment. This means:

  • The carrier is typically liable for any damage caused in transit.

  • If a forklift blade, crush damage, or puncture occurs while in their possession, they are responsible for addressing and resolving the claim.

  • For claims to succeed, damage must be documented immediately and the carrier must be notified quickly.

👤 2. The Customer’s (Consignee’s) Responsibility

As the recipient of the shipment, you play a critical role in protecting your ability to file a damage claim or receive a replacement.

Here’s what you need to do:

  • 📸 Immediately inspect your shipment upon arrival. If you see any visible damage, take clear photos of:

    • The damaged item

    • The packaging

    • Freight labels and pallet

  • 📨 Notify SylvanSport and the freight carrier of the damage within 5 days of delivery.

  • 📦 Retain the damaged item and all packaging materials. Do not discard anything until the claim process is complete.

  • đźš« We do recommend refusing delivery if the product is severely damaged or clearly unusable.
    Not refusing the shipment in these situations may delay the claims process and could result in additional freight fees to return the product.

  • 🏡 It is your responsibility to arrange to be home at the time of delivery. This ensures you can inspect the shipment and, if necessary, refuse it on the spot.
    If the shipment is delivered and no one is home to receive or inspect it, this can weaken your damage claim, delay resolution, and incur extra fees for freight handling or returns.

🧰 3. SylvanSport’s Role

We’re here to support you and help resolve the situation. SylvanSport is responsible for:

  • Properly packaging and labeling all freight shipments

  • Assisting you with the claims process if damage occurs in transit

  • Coordinating with the freight carrier for inspections or pickup

  • Standing behind our product warranty when damage is due to packaging or material defects

That said, once the item is in the freight carrier’s possession, SylvanSport is not automatically liable for freight-related damage, unless caused by poor packaging. We will always advocate for our customers and support legitimate claims.

đź“ť 4. What Happens If You Refuse Delivery?

We totally understand—it’s upsetting to see your long-awaited trailer or tent show up in less-than-perfect condition. If the shipment is severely damaged:

  • âś… Refusal is the correct move—but only if the item is unusable.

  • 🛑 Refusing a shipment does not guarantee a refund. It simply begins the return and claims process.

  • ⏳ Once the shipment is returned, it must be inspected, a freight claim must be filed, and the outcome determined before a refund or replacement is issued.

  • âť— If refusal is made without visible damage or documentation, it may complicate or delay the claim.

📑 5. What You’ll Need for a Freight Claim

Whether you or SylvanSport files the freight claim, the following documentation is essential:

  • Photos of the damage and packaging

  • Name of the freight carrier + tracking or PRO number

  • Your SylvanSport order number

  • Invoice or proof of value

  • Any emails or reports related to the delivery

We’re here to help collect and organize this if needed.

⏰ 6. Timeline Matters

Freight carriers have strict deadlines for claims. Don’t wait:

  • đź“… Visible damage must be reported to SylvanSport and the freight carrier within 5 calendar days of delivery.

  • 🔍 Concealed damage (damage discovered after unpacking) must be reported within 5 days of delivery.

🛡️ 7. Our Commitment to You

We’re in your corner. SylvanSport will do everything we can to support a successful damage claim and keep your adventure on track. From fast communication to replacement parts and warranty support, we’re committed to a resolution that works for you.

âť“ Still Have Questions?

📧 Email: service@sylvansport.com
đź“ž Call: (828) 883-4292
Please include your Order Number in all communications to help us assist you quickly.