Shipping Damages are typically caused by improper handling during transit by shipping carrier. We design, test and use additional packing materials (in addition to the packing used by the manufacturer) to protect the appliances under normal shipping conditions as well as under some stressful conditions caused by the shipping carriers – such as the package falling from the conveyor belt. We also insure the package to cover shipping damages.
OPEN & INSPECT YOUR MERCHANDISE IMMEDIATELY UPON ARRIVAL!!
Our warehouse team takes pride in packing your order with care & accuracy. In spite of our care, if there are any shipping damages, please contact us ASAP.
Report the shipping damages to the shipping carrier and CocoaTown within seven days from the delivery date.
If the shipping damage is not reported on time, the shipping carrier will deny the insurance claim and the customer will be responsible for the repair charges .
Contact Cocoatown at 770-587-3000 if the unit is/seems to be damaged in transit. We will provide you with a Return Authorization number and instructions to contact the shipping company. We do not accept any packages sent without Return Authorization number or sent without following the instructions. Upon receiving and examining the damaged part/unit, we will send you the replacement part/unit.
If you are outside USA, please read our addendum to the warranty policy. Due to the customs duty and other charges involved in shipping the damaged unit back and forth, we will send you the replacement part, when there is a minor shipping damage. We will also give instructions to change the part. We also include couple of spare parts with the shipment proactively. Please keep these spare parts safely, so you can use them in the future, if needed.