Shipment Inspection & Claims Procedure

To ensure the equipment is received safely and to support any potential shipping or insurance claims, the receiver must follow the procedures below upon delivery.

1. Inspect Shipment Condition Upon Arrival

Please inspect the shipment carefully upon delivery and before accepting the shipment:

• Check whether the wooden crate/carton has any visible damage, deformation, water exposure, punctures, or impact marks.

• Check whether the tilt/shock indicator label has changed color or been activated.

• Check for any other signs of mishandling during transportation.

If any visible external damage is found, please make sure the damage is clearly noted on the Proof of Delivery (POD) or delivery receipt before signing, as this documentation may be required for any subsequent shipping damage claim.

If possible, we also recommend opening the crate/carton while the carrier or delivery driver is still on-site so the condition of the equipment can be checked immediately. If any damage is found after opening, please take clear photos/videos and inform both the carrier/forwarder and our team immediately.

Please note that signing the delivery receipt without noting any visible damage may be considered acceptance of the shipment’s external condition upon delivery and may affect the handling of any subsequent damage claim.

2. Full Video Recording Required

The receiver must record a full continuous video during:

• Shipment arrival

• External packaging inspection

• Unloading process

• Entire unpacking process

• Initial equipment inspection after unpacking

The video must clearly show:

• Packaging condition before opening

• Tilt/shock indicator condition

• Opening of the crate/carton

• Internal packaging condition

• Equipment condition immediately after unpacking

Claims related to shipping damage may be rejected if a full continuous unboxing video is not provided.

3. Proper Unloading & Handling

The equipment must be handled carefully at all times:

• Use multiple people or suitable lifting equipment during unloading and moving

• Do not drag, throw, drop, tilt excessively, or lean the machine

• Avoid rough handling during transportation into the venue/site

• Keep the equipment upright during handling whenever possible

Damage caused during unloading, handling, unpacking, movement, assembly, or installation after delivery may not be considered transport-related damage.

4. Proper Unboxing Procedure

Please follow the correct unpacking method:

• Open the crate/carton from the top only

• Do not forcefully pry open the sides

• Remove packaging materials layer by layer carefully

• Do not cut deeply into protective materials

• Remove components individually and gently

Improper unpacking methods that result in damage may affect claim eligibility.

5. Retain Packaging & Damaged Goods

Do not discard:

• Wooden crate/carton

• Internal packaging materials

• Shipping labels

• Tilt/shock indicator labels

• Damaged parts or components

All packaging and damaged goods must remain available for inspection by the carrier, insurer, seller, or appointed surveyor until the investigation and claims process is completed.

The receiver should also retain relevant shipping and delivery documents, including delivery receipts and shipment records, for claim processing purposes.

6. Shipping Damage Reporting

Buyer must inspect the goods within five (5) calendar days after delivery and report any shipping damage in writing together with:

• Supporting photos

• Full unboxing video

• Description of the issue

• Visible packaging condition

Failure to provide timely notice and supporting evidence may result in rejection of the claim.

Concealed damage discovered after unpacking must also be reported within the same inspection period together with supporting evidence.

7. Claim Investigation Cooperation

The receiver must reasonably cooperate with the seller, carrier, insurer, or appointed surveyor during the investigation and claims process, including:

• Providing additional photos or videos if requested

• Providing inspection access to damaged goods

• Preserving the shipment condition for investigation purposes

The receiver should not repair, dispose of, or alter damaged goods before claim assessment or approval unless necessary to prevent further damage.

8. Shipping Risk & Claim Limitation

Shipment is arranged with cargo insurance coverage. In the event of loss or damage during transit, compensation shall be limited to the insurance proceeds recovered from the carrier or insurer.

The seller will assist in the claims process but shall not be liable for replacement, repair, refund, or additional compensation beyond the insured value recovered.

9. Cosmetic vs Functional Condition

As this is large equipment transported internationally, minor cosmetic wear such as light surface marks, minor scratches, or handling marks may occasionally occur during long-distance transit and handling.

Minor cosmetic imperfections resulting from normal international transportation and handling that do not affect machine functionality, structural integrity, assembly, or operation shall not be considered claimable shipping damage or product defects.

Only damage affecting normal functionality, structural integrity, or safe operation may be considered for further assessment.

10. Installation & Assembly Responsibility

Unless otherwise agreed in writing, shipment does not include onsite installation, assembly, setup, or operator training services.

The receiver is responsible for ensuring proper handling, assembly, installation, and operation after delivery.