Disputes & Claims Process

Dispute Resolution & Claims Handling at Container Sales Co. Inc.

 

At Container Sales Co. Inc., disputes and claims are handled with the goal of fair resolution, clear documentation, 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 is required, and what customers can expect at each stage.

General Principles

  • We encourage direct communication first
  • Most issues are resolved without escalation when reported promptly
  • Documentation and timing matter, especially with freight carriers and insurers
  • This process is designed to protect both the customer and the integrity of the transaction

Types of Claims We Handle

Claims typically fall into one of the following categories:

  1. Shipping Damage Claims
  2. Delivery Delay or Non-Delivery Issues
  3. Product Condition Disputes
  4. Billing or Payment Disputes
  5. Warranty-Related Claims

Each category has a defined process outlined below.

1) Shipping Damage Claims

At Delivery (Most Important Step)

Customers must inspect the product before signing the freight delivery receipt.

  • If visible damage is present, it must be clearly noted on the delivery paperwork
  • Take photos of the damage and packaging immediately
  • If damage affects usability, refuse delivery and contact us the same day

Signing the delivery receipt without notation typically indicates acceptance in good condition.

After Delivery (Hidden Damage)

If concealed damage is discovered after delivery:

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

Carrier liability may be limited if damage is reported late, so timing is critical.

Resolution Process

Once reported:

  • We coordinate with the freight carrier and insurer
  • We may request additional documentation
  • Resolution may include repair authorization, replacement (where available), or refund according to carrier determination and policy terms

2) Delivery Delay or Non-Delivery Issues

Freight delivery timelines are estimates and may be affected by:

  • Weather
  • Carrier capacity
  • Mechanical or route issues
  • Regulatory or permitting delays

If a Delay Occurs

  • We communicate updates when available
  • If a shipment cannot be delivered within a reasonable or promised timeframe, we will present options consistent with U.S. prompt-delivery standards, which may include:
    • Waiting for delivery
    • Canceling the undelivered portion of the order where legally required

Delays do not automatically qualify for refunds on delivered or dispatched freight.

3) Product Condition Disputes

Product condition disputes typically arise from misunderstandings about grading or cosmetic expectations.

How These Are Evaluated

  • Condition is assessed against the Container Condition & Grading Guide
  • Photos taken at delivery are reviewed
  • Cosmetic wear consistent with the listed condition grade is not considered a defect

If a product materially deviates from its stated condition, we will work with the customer to determine a fair resolution.

4) Billing & Payment Disputes

If you believe there is a billing error:

  1. Contact us directly with your invoice number and concern
  2. We will review and respond promptly

Chargebacks

Filing a chargeback without prior communication may:

  • Delay resolution
  • Suspend order-related support while the processor investigates

We strongly encourage contacting us first so issues can be resolved faster and with less disruption.

5) Warranty-Related Claims

Warranty claims are handled according to the Warranty Policy.

Process

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

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

Documentation Required for Claims

To process a claim efficiently, we may request:

  • Order or invoice number
  • Delivery receipt (BOL)
  • Photos or video evidence
  • Written description of the issue
  • Timing details (date of delivery, discovery, reporting)

Incomplete documentation may delay or limit resolution options.

Resolution Timeframes

While timelines vary depending on the nature of the claim and third-party involvement (carriers, insurers, manufacturers):

  • Most claims are reviewed within 3–5 business days
  • Freight and insurance-related claims may take longer due to carrier investigation processes

We keep customers informed throughout the process.

Good Faith Resolution

We approach disputes with the expectation that:

  • Customers act in good faith
  • Information provided is accurate
  • Both parties aim for practical resolution, not escalation

Abusive, fraudulent, or bad-faith claims may result in denial and restriction of future transactions.

How to Submit a Claim or Dispute

To start a claim or dispute, contact us directly:

Container Sales Co. Inc.
Email: sales@containexco.com
Phone: +1 (215) 484-2654

Please include your order number and a brief description in the first message.

Final Clarification

This Disputes & Claims Process:

  • Does not override your statutory rights
  • Works alongside our Shipping, Returns, Warranty, and Terms & Conditions
  • Exists to ensure clarity, fairness, and professionalism