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Freight Receiving, Damage & Loss Policy
November 17, 2025 Akosua Adjare-Sefa

Freight Receiving, Damage & Loss Policy

Thank you for choosing Pool Table Universe. We work hard to ensure your order arrives in perfect condition. However, freight may experience loss or damage while in transit. To resolve any issues quickly and protect your eligibility for replacements, refunds, or claims, it is essential that you follow the receiving instructions below.

This policy applies to all Pool Table Universe shipments, including pool tables, arcade machines, shuffleboards, and all large freight items.

1. Before Signing the Delivery Receipt (Proof of Delivery – POD)

You must inspect your shipment BEFORE signing the POD. Signing the POD without notation means the freight was received complete and undamaged.

Upon delivery:

  1. Count the pieces Ensure the number of boxes, crates, or pallets matches the bill of lading, POD, and packing list.

  2. Inspect all packaging Look for dents, holes, crushed corners, tears, water damage, or punctures.

  3. Unpack and inspect contents whenever possible. For large crated items, inspect all visible sides.

  4. Mark the POD correctly depending on what you find:

    • ✔ Complete & undamaged: Sign the POD normally.

    • ⚠ Missing pieces / Shortages: Note the shortage clearly on the POD and inform the driver immediately.

    • ⚠ Minor / superficial packaging or product damage: Accept the shipment but you MUST note the damage on the POD before signing.

    • ❌ Severe or excessive damage (beyond repair): Refuse the shipment. Write “REFUSED – DAMAGED” on the POD and contact Pool Table Universe immediately.

  5. If you cannot inspect the freight at delivery: Sign the POD with “Subject to inspection”. Important: Any damage discovered after signing will be considered concealed damage, which has strict time limits.

2. Concealed Damage (Found After the Driver Leaves)

If damage is discovered after the delivery has been signed:

  • It is classified as Concealed Damage.
  • Under current carrier rules, concealed damage must be reported to the freight carrier within 5 business days.
  • To allow us time to file the claim, Pool Table Universe must be notified within 3 business days of delivery.

If you report concealed damage after 5 business days:

  • The carrier may deny the claim entirely, and Pool Table Universe may be unable to provide reimbursement.

Please inspect your items fully within the first 48 hours.

3. What the Receiver (Customer) Is Responsible For

To ensure a valid freight claim, the receiver must:

  • Inspect the outside of all crates, pallets, and packaging.
  • Note any exceptions (dents, tears, punctures) on the POD.

  • Take clear photos of:

    • The damaged area
    • The packaging
    • The entire item from multiple angles
    • The shipping label on the crate or box

The delivery receipt documents the shipment’s condition at the moment of delivery. If no exceptions are noted, the carrier will assume the shipment arrived in perfect condition.

4. When to Refuse a Shipment

A shipment should only be refused if:

  • The item has extensive or severe damage, making it unusable or unsalvageable.

If only part of the order is damaged:

  • Do not refuse the entire shipment.
  • Accept the order, note the damage, and contact Pool Table Universe for next steps.

5. Customer-Routed Freight Shipments

If you use your own carrier or freight account:

  • Pool Table Universe is not responsible for freight damage, loss, or claim filing.
  • All claims must be filed directly with your chosen carrier.

6. Failure to Follow These Instructions

Failure to inspect the freight properly, note damage on the POD, or report concealed damage in the required timeframe may result in:

  • Denied freight claims
  • Delays in resolving your issue
  • Ineligibility for replacement, repair, or reimbursement

We appreciate your cooperation as these steps protect both you and Pool Table Universe when damages occur during freight transit.

7. How to Report Freight Damage to Pool Table Universe

Please email: help@pooltableuniverse.com

Include:

  • Order number
  • Photos of damage
  • Photos of packaging
  • Photos of shipping label
  • POD with damage notated
  • Description of the issue

A claims specialist will respond promptly.