My product was damaged upon arrival. What should I do?Updated a month ago
At Lemon Flooring, we partner with trusted carriers to deliver your order safely and on time. Please review our shipping policies below so you know what to expect — and what to do — when your shipment arrives.
Small parcel orders are shipped via FedEx, UPS, or USPS depending on size, weight, and destination. Once your order ships you will receive a tracking number to monitor delivery progress.
Lemon Flooring's responsibility ends once the carrier marks a shipment as delivered. We are not liable for packages that are lost, stolen, or left unattended after a confirmed delivery scan — including packages left with a neighbor, in a building lobby, on a porch, or at an access point location. If you are expecting a delivery, we strongly recommend having someone available to receive the shipment during normal business hours.
File a report with your local police department. Your homeowner's or renter's insurance policy may cover the loss. You may also file a claim directly with the carrier, though recovery is not guaranteed and outcomes vary by carrier.
Orders that exceed small parcel size or weight limits ship via Less-Than-Truckload (LTL) freight. Please review all requirements and receiving guidelines below before your delivery date.
Delivery Location Requirements
If your location does not have a forklift or loading dock, liftgate service is available for an additional fee. Please request this at the time of order.
When your LTL shipment arrives, take the following steps before signing anything:
Any damages or shortages must be reported to Lemon Flooring within 3 business days of delivery. Failure to notify us within this window forfeits your right to reject the goods, and the shipment will be considered accepted as-is.
Minor damage — If packaging shows signs of wear but the product inside appears intact, accept the shipment and note the specific damage on the delivery receipt while the driver is present. Open any damaged cartons with the driver present so the condition of the product is witnessed.
Major damage — If the packaging is severely compromised and the product is clearly unsalvageable, refuse the delivery. Document everything on the Proof of Delivery (POD), photograph all damage, and contact Lemon Flooring immediately.
- Photograph all damage before moving or unpacking any items.
- Note every shortage and damaged item on the delivery receipt — vague notations weaken claims.
- Retain all original packaging and damaged product until the claim is resolved.
- Contact us immediately at [email protected] or reach your flooring specialist directly.
If you sign a delivery receipt without noting damage, it becomes extremely difficult to prove the damage occurred while in the carrier's care. Always document any issue — no matter how minor it appears — before signing.
Concealed damage refers to damage discovered after a shipment has been accepted and cartons have been opened. If you uncover damage that was not visible at the time of delivery, take the following steps immediately:
- Photograph the damaged product and all original packaging.
- Do not discard any packaging materials — the carrier may need to inspect them on-site.
- Set the damaged items aside in a designated area and do not use or dispose of them until the claim is closed.
- Notify Lemon Flooring as soon as possible at [email protected].
Lemon Flooring will file a concealed damage claim with the carrier on your behalf. Please be aware that carriers typically require 30–90 days to reach a claim determination, and Lemon Flooring cannot guarantee the outcome of any carrier claim. We are not liable for claim denials or other carrier decisions.