Soligent works hard to ensure that each and every order is checked for accuracy, is correctly packaged, and properly shipped, however issues with shipments can arise. There are several steps you can take as our customer to limit the occurrence of errors and assist us when those instances occur. 

Order Inspection & Verification 

• Before signing for a delivery, it is the customer’s responsibility to inspect the delivery for the correct item, quantity, and condition.
• If discrepancies do occur, they must be:

1. Noted on the Delivery Receipt.
2. The Driver must be notified.

• Failure to report at the time of delivery may result in the denial of a claim.
• Failure to accept the delivery, may result in additional freight charges.

Types of Order Issues 

For Shipping Damage: 

• All carrier damages must be reported within 48 hours of delivery with Soligent via the Soligent Claim Support Form.
• Provided the Delivery Receipt from the carrier was noted for visible damage, please collect the following prior to submitting your form:

1. Pictures of the damaged packaging and product
2. A copy of the Delivery Receipt noting damage
3. A copy of the Packing Slip and Invoice

• Once the claim is filed, please retain the damaged items, as the carrier may reach out to request an inspection.

For Concealed Damages: 

• Items that were damaged and discovered after delivery are considered a Concealed Damage and must be reported to Soligent within 5 days of delivery via the Soligent Claim Support Form.
• For a successful inspection, all original packaging, and damaged product must be maintained until the claim has been settled.

For Overages or Shortages: 

• Overage or Missing items must be filed within 30 days of delivery with Soligent via the Soligent Claim Support Form.
• If discrepancies do occur, they must be:

1. Noted on the Delivery Receipt. 
2. The Driver must be notified. 

• Failure to report at the time of delivery may result in the denial of a claim.
• Note that unshipped items will not appear on the Packing List. These will be shipped to the address on the order as soon as the product becomes available.

Exchange Orders: 

• When submitting a Soligent Claim Support Form, please indicate the need for a replacement order.

Please submit all inquiries related to Returns, Damages, Exchanges, Shortages and Overages using the Soligent Claim Support Form. We recommend that you have a copy of your Sales Order on hand as reference. For assistance, please contact Customer Service at: 1-707-992-3100, select option 3 or email us at RMA@soligent.net.