• Contact Us
  • Frequently Asked Questions
  • Shipping & Freight
  • Warranties
  • Replacement Parts
  • Claims
  • Request Finish Sample
  • Care & Maintenance
  • How To Order
  • Terms & Conditions
  • Privacy Policy

Claims

If your item is missing, defective, or damaged, your order could be eligible for replacement at no cost to you. Please allow 24-48 hours for claims to be reviewed through our approval process.

For any questions, contact us at 979.776.2100 Option 2 or claims@i5industries.com.

What You'll Need For Your Claim

Part number example from sales order

Example part number highlighted on packing slip.

Missing Parts

If you are missing parts from your order, we can replace them free of charge if you report them within 10 days of delivery.

Defects & Damages

Defects & Damages cover manufacturer’s defects or damage to the product once it is unboxed and must be reported within 10 days of delivery. Photo or video documentation is required to prove if there is a manufacturer’s defect or damage.

Concealed Damage

Concealed damage is anything that has no external packaging damage but is damaged once unboxed and must be reported within 10 days of delivery. Photo or video documentation is required to prove if there is concealed damage.

Freight Damage

Damage caused by the freight company is damage you can see without unboxing the product and must be reported within 5 days of delivery. Photo or video documentation is required to provide if there is concealed damage.

Inspect Pallet Upon Delivery

If i5 Industries is unable to file a claim with the freight company due to lack of information from the dealer, then it will be the dealer’s responsibility to pay for the replacement.

Take Photos

If there is pallet damage, take photos from all four sides showing the entire side. Be sure to document condition of packaging as well as the damage to the item itself.

Alert Delivery Driver

The driver must record missing or damaged pallets at the time of delivery. Obtain a copy of the delivery receipt with the driver noting and signing off on the damages. Submit the delivery receipt with your claim to i5.

What To Expect After Submitting a Claim

Our claims department will review all information and images provided on your claim within 24-48 hours. If they require additional information, they will reach out and request it.

If the claim is approved, you will receive an approval notification. After approval, the orders department will begin processing the replacement parts and send an order acknowledgement.

If the claim is denied, you will receive notice of our decision and it will be your responsibility to send an order to the orders department if you would like to re-purchase the product.

Claim Form


    WARNING: Larger files may take a while to process. We recommend you limit your file size to 25MB.