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READ IMMEDIATELY UPON RECEIPT

The merchandise from Metro Door was carefully packed and inspected before leaving our facility. Even though we and freight companies want to ensure a safe and accurate delivery, it might happen that your merchandise arrives damaged, short, or has other discrepancies. To resolve these matters immediately, please familiarize yourself with our freight policy and what action to take:

DAMAGE: Note any damage of your shipment immediately on the delivery receipt in front of the driver. Make sure that the driver initials. Sometimes small dents in the package might be a sign of damage to the material. Make sure to note those small details, as they could be helpful in the claiming process. Take pictures. When making notes – be as specific as possible.

SHORTAGE: If you are missing a package, make sure to note the amount of packages missing on the delivery receipt and have driver initial it.

CONCEALED DAMAGE: Concealed damage means loss or damage of a product that becomes apparent after the merchandise has been unpacked. Contents get damaged in transit i.e. through rough handling but the carton does not show any external damages. Concealed damages are very difficult to prove. Not all concealed damages will get paid. If concealed damages get paid, Metro Door will limit its liability to the concealed freight damage policy of the carrier.

DISCREPANCIES: Open and inspect your entire shipment immediately but no later than two business days after receipt for any discrepancies or damages such as missing or incorrect items.

Who files the claim?

Metro Door will file the freight claim if Metro Door has paid for the freight. If the customer has paid for the freight, then it is the customer’s responsibility to file a freight claim.

When do I need to inform Metro Door about freight damage, shortage, or other discrepancies? Claims must be filed with Metro Door along with proper documentation no later than 24 HOURS of receipt of the merchandise. Claims filed outside that period will not be accepted.

How to file a claim?

Please call or email your Project Coordinator along with proper documentation.

claims@metrodoor.com

Thanks for purchasing our products at Metro Door.

In order to be eligible for a refund, you have to return the product within 14 calendar days of your purchase. The product must be in the same condition that you receive it and undamaged in any way.

After we receive your item, our team will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.

If the product is damaged in any way, or you have initiated the return after 14 calendar days have passed, you will not be eligible for a refund.

If you have more questions feel free to contact our customer support team.