Disputes and Claims Process

At Platinum Port Containers, disputes and claims are handled with the goal of fair resolution, clear communication, and minimal disruption.

Because we supply freight-delivered industrial equipment, most issues can be resolved quickly when addressed through the proper process.

This page explains how claims and disputes are handled, what documentation may be required, and what customers can expect throughout the process.

General Principles

• We encourage direct communication first
• Most issues are resolved more efficiently when reported promptly
• Documentation and timing are important for freight and insurance claims
• This process is designed to protect both customers and transaction integrity

Types of Claims We Handle

Claims and disputes generally fall into the following categories:

• Shipping Damage Claims
• Delivery Delay or Non-Delivery Issues
• Product Condition Disputes
• Billing or Payment Disputes
• Warranty-Related Claims

1. Shipping Damage Claims

At Delivery

Customers must inspect products before signing the freight delivery receipt.

• Visible damage must be clearly noted on delivery paperwork
• Photos of the damage should be taken immediately
• If damage significantly affects usability, delivery should be refused and reported the same day

Signing delivery paperwork without notation may indicate acceptance in satisfactory condition.

Hidden or Concealed Damage

If concealed damage is discovered after delivery:

• Notify us within 48 hours
• Provide clear photographs and a written explanation
• Do not move, modify, or use the unit before contacting us

Delayed reporting may limit carrier liability and available claim options.

Resolution Process

• We coordinate with freight carriers and insurers where applicable
• Additional documentation may be requested
• Resolution may include repair authorization, replacement, partial reimbursement, or other remedies based on carrier findings and policy terms

2. Delivery Delay or Non-Delivery Issues

Freight delivery timelines are estimates and may be affected by:

• Weather conditions
• Carrier availability
• Mechanical or routing issues
• Regulatory or permit-related delays

If significant delays occur, we will provide updates and available options where applicable.

Delays do not automatically qualify for refunds on freight that has already been dispatched or delivered.

3. Product Condition Disputes

Product condition concerns are evaluated according to the product listing, grading description, and delivery documentation.

• Photos taken at delivery may be reviewed
• Cosmetic wear consistent with the listed condition grade is not considered a defect
• If a product materially differs from its stated condition, we will work toward a reasonable resolution

4. Billing & Payment Disputes

If you believe there is a billing or payment issue:

• Contact us directly with your invoice number and concern
• We will review and respond as promptly as possible

Chargebacks

Filing a chargeback without first contacting us may:

• Delay claim resolution
• Temporarily suspend order-related support during processor investigation

We strongly encourage direct communication first to reduce delays and unnecessary disruption.

5. Warranty-Related Claims

Warranty-related issues are handled according to our Warranty Policy.

• Notify us promptly after discovering an issue
• Provide supporting documentation and photos where applicable
• Do not perform unauthorized repairs before approval

Warranty resolutions may include repair authorization, replacement, service coordination, or other remedies outlined in the warranty terms.

Documentation Required for Claims

To process claims efficiently, we may request:

• Order or invoice number
• Delivery receipt or bill of lading (BOL)
• Photos or video evidence
• Written description of the issue
• Relevant timing details such as delivery and reporting dates

Missing or incomplete documentation may delay claim review or limit available resolutions.

Resolution Timeframes

Resolution times vary depending on the type of claim and involvement of freight carriers, insurers, or manufacturers.

• Most claims are initially reviewed within 3–5 business days
• Freight and insurance investigations may require additional time
• Customers will be kept informed throughout the process where updates are available

Good Faith Resolution

We approach disputes with the expectation that:

• Customers act in good faith
• Information provided is accurate and complete
• Both parties aim for practical and professional resolution

Fraudulent, abusive, or intentionally misleading claims may result in denial of the claim and restriction of future transactions.

How to Submit a Claim or Dispute

To begin a claim or dispute, contact us directly with your order number and a brief description of the issue.

Final Clarification

This Disputes & Claims Policy does not override applicable legal rights.

It operates alongside our Shipping Policy, Warranty Policy, Returns Policy, and Terms & Conditions to support clear communication, fairness, and professional handling of disputes.