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.

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; and 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, and 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, and regulatory or permit-related delays. If significant delays occur, we will provide updates and available options. 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 and Payment Disputes
If you believe there is a billing or payment issue, contact us directly with your invoice number and concern and we will review and respond as promptly as possible. We strongly encourage direct communication before initiating a chargeback. Filing a chargeback without first contacting us may delay claim resolution and temporarily suspend order-related support during processor investigation.

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, and 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; photos or video evidence; written description of the issue; and relevant timing details such as delivery and reporting dates. Missing or incomplete documentation may delay claim review or limit available resolutions.

Resolution Timeframes
Most claims are initially reviewed within 3 to 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, and 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.

This Disputes and Claims Policy does not override applicable legal rights. It operates alongside our Shipping Policy, Warranty Policy, Returns Policy, and Terms and Conditions to support clear communication, fairness, and professional handling of disputes.

Contact Us:
Phone: +1 (614) 654-6659
Email: Sales@platinumportcontainers.com
Address: 2200 Lockbourne Rd Columbus, OH 43207
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (Eastern Time)

Last updated: June 21, 2026