Damage Claims

Polly Products team members strive to deliver the highest quality products, manufactured and packaged with the utmost care.  Sometimes things don’t go as planned, either here or by the freight carriers delivering our products.

Please carefully inspect your package(s) upon arrival and document any visible damage on the freight bill when signing for receipt and with pictures before opening cartons/pallets.  Inspect the components inside the cartons/pallets for damage or defects and document with pictures prior to starting any assembly.  Notify our Customer Service department immediately of any conspicuous damage or missing parts.

Due to carrier requirements for claim acceptance, all claims for freight damage must be submitted to Polly Products within 48 hours of delivery, and must include your invoice number, supporting pictures, and a description of the problem.  Claims should be emailed to customerservice@pollyproducts.com, faxed to 517-649-2284.  Claims for defective materials must be made within 14 days of receipt and can be emailed, faxed, or can be mailed to:        Attn:  Customer Service, Polly Products, 12 N. Charlotte St., Mulliken, MI  48861.  Please include your invoice number, supporting pictures and a description of the problem.  Polly Products will provide replacement parts for documented claims free-of-charge with the return of the defective/damaged component (at our expense, to be recycled at our facility) for all products shipped by our carriers on our accounts.  Within 10 days of replacement part delivery, please securely package the return using the packaging the replacement part arrived in, and call the carrier noted on the Return Materials Authorization for pick-up.  Parts not returned within 10 days may be billed to your account at the company’s discretion.  Polly Products will not provide credit for missing/unreturned parts due to inadequate packaging or loss in transit.  Damage claims for products shipped via your carrier or any carrier other than a Polly Products account should be addressed with that carrier directly, and we will assist you with the documentation required to complete the claim.

(New Policy effective January 1, 2023)