Shipping policy

DELIVERY

In order to assist our valued customers, KOEN will coordinate the transportation of orders through one of our preferred shipping providers. All costs are provided in advance and will be included in the final invoice.

If the customer decides to handle their own shipping and delivery, Koen must be informed about the specific movement details. An additional fee will be applied to cover the transportation of the product from the manufacturer to a designated terminal for customer pickup. All products are transported using a Bill of Lading (BOL). The location where the customer or their representative picks up the order may incur sales tax obligations.

The ownership of the product is transferred to the customer once the freight carrier takes possession of the order for transportation. Consequently, the customer assumes responsibility for any damage that may occur during transit, and all claims for freight damage must be submitted within 24 hours of receiving the order. If the customer chooses their own shipping carrier, any freight claims should be directly filed with the selected carrier. KOEN is not liable for any damage or claims related to customer-selected or third-party shipping.

RECEIPT OF PRODUCT

KOEN strongly advises utilizing a qualified receiving facility to accept, examine, consolidate shipments, and assist with in-home installation. If necessary, KOEN can suggest a suitable receiver for the client. All securely packaged items must be handled by a professional receiving facility, such as a designated warehouse. This facility acts as a representative for the client and is responsible for documenting any damage and aiding the owner in initiating a freight claim in case of any damage. It is recommended to have a competent individual present to receive products when they are directly delivered to a residence.

By signing the Bill of Lading (BOL) upon product receipt, it is acknowledged that the products are received in satisfactory condition, unless any exceptions are noted on the BOL. If the merchandise is declined upon delivery due to quality or damage concerns, the receiver should promptly contact the purchasing showroom.

In the event that the driver is unable to provide a thorough inspection, the receiver should indicate on the BOL that any concealed damage to boxed or securely packaged items will be the responsibility of the carrier or manufacturer, as determined during product inspection. A comprehensive inspection must be conducted within 24 hours of delivery, and all freight claims must be filed within 48 hours.

INSPECTION

Thoroughly examine the cartons or crates. Check if the ShockWatch™ and/or Tip-N-Tell indicators, if applicable, have been activated. If you notice any visible harm to the packaging or if the indicator is activated, make a note of it on the Bill of Lading (BOL). Capture photographs of any packaging damage as this is crucial for resolving damage claims.

Unpack the cartons or crates and meticulously inspect all the merchandise. It is important to unpack the items in your presence. Do not discard the original packaging until you are satisfied with the delivery.

If you are unable to inspect the merchandise upon receiving the shipment, indicate on the BOL that any concealed damage to boxed or crated products will be the responsibility of the carrier or manufacturer, as determined during inspection. Notify KOEN within 24 hours of discovering any concealed damage. Keep a copy of the BOL, retain the packaging materials, and take pictures of the damage.

All claims should be reported to the customer service manager at info@gallerykoen.com.