Freight Damage Policy

Report damage to KCAV within

3 business days  —  Visible freight damage, noted on the Bill of Lading at delivery

10 business days  —  Concealed damage on 55″ and larger displays

Best Practices and Reporting Requirements

  • Visually and physically inspect freight. Look for rips, tears, dents, or any visible damage. Make note of any damage on the Bill of Lading (BOL) before signing the shipment
  • Only sign for delivery after all packages have been inspected and any shortages/damage have been noted on the BOL. Shipments may be refused if packages show concerning damage
  • Notify KCAV immediately of any damage or refused shipments. Please provide the model number(s), serial number(s), copy of the BOL (with damage noted), and photos if possible.

*FREIGHT DAMAGE WARRANTY CLAIMS MUST BE REPORTED TO KCAV WITHIN 3 BUSINESS DAYS

Concealed Damage

55″ and larger displays are subject to a higher-than-average rate of concealed damage. It is considered concealed damage when no significant damage is visible to the box/packaging.

If the display will not be deployed within 10 business days, open and inspect the display before storing.

  • Visually inspect display within 10 business days, including powering it on to check for non-visible damage to the LED
  • Do not throw away the box or packaging until the display has been inspected, tested, and confirmed to be in working condition

The following photos are required for a concealed damage warranty claim:

  • Full image of box – all four sides
  • Full image of display – all four sides
  • Close up of serial # on the box and the serial # on the back of the display
  • Close up of damage (powered on if necessary)
  • Full image of damage with display powered on to the menu screen

*CONCEALED DAMAGE CLAIMS MUST BE REPORTED TO KCAV WITHIN 10 BUSINESS DAYS

Freight damage claims that are not reported within the requested timeframe may not be covered by KCAV and are subject to the terms and conditions of the manufacturer, supplier, and/or freight carrier.

How to Report Freight Damage

Email service@kcav.com or call (800) 798-5228. Please include the model number(s), serial number(s), a copy of the BOL with damage noted, and photos.

Need a printable version of our Freight Damage Policy?

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