Freight Damage & Claims Policy

This one is particularly important for you. I would keep it separate from the general shipping policy because damage claims are one of the biggest areas where freight companies get disputes.

FMCSA identifies 49 CFR Part 370 as the federal framework concerning investigation and disposition of loss and damage claims for property transportation. (FMCSA) Freight Damage & Claims Policy

Effective Date: Sep 14, 2026

At US Parcel Link, we work with customers and transportation providers to handle freight damage, shortage, and loss claims fairly and efficiently.

This policy explains the steps customers should follow when a shipment is damaged, missing, or otherwise not received as expected.

1. Inspect Your Shipment

Customers should inspect the shipment as soon as possible upon delivery. Whenever possible, inspect:

  • Packaging
  • Pallets
  • Crates
  • Shrink wrap
  • Containers
  • Exterior condition of the freight
  • Individual items

Photographs should be taken before the shipment is unpacked whenever damage is visible.

2. Visible Damage

If damage is visible at delivery, the customer should:

  • Photograph the shipment before unloading or unpacking whenever possible.
  • Photograph the damaged packaging and freight.
  • Clearly note the damage on the delivery receipt or bill of lading.
  • Obtain a copy of the signed delivery documentation.
  • Notify US Parcel Link as soon as possible.

A notation such as “damaged,” “carton damaged,” “pallet damaged,” or “subject to inspection” is preferable to signing for freight as received in good condition when visible damage exists.

3. Concealed Damage

If damage is discovered after delivery:

  • Photograph the damage immediately.
  • Keep all original packaging and shipping materials.
  • Do not discard or alter the damaged freight.
  • Do not repair or modify the item before the claim is reviewed unless necessary to prevent further damage.
  • Notify US Parcel Link promptly.

Additional documentation may be requested during the claim investigation.

4. Loss or Shortage

If an item or portion of a shipment is missing, notify US Parcel Link promptly. The following information may be requested:

  • Shipment or tracking number
  • Bill of lading
  • Delivery receipt
  • Description of missing items
  • Quantity missing
  • Photographs
  • Purchase invoice or other proof of value
  • Repair estimate, replacement cost, or other supporting documentation

5. Claim Submission

Claims should be submitted in writing and must identify the shipment and the nature and amount of the claimed loss or damage. Depending on the shipment and carrier involved, the claim may be processed directly with the carrier or through US Parcel Link.

Claims are subject to the applicable carrier’s bill of lading, tariff, service terms, liability limitations, and applicable law.

For certain interstate transportation claims, federal law may impose specific requirements concerning the timing and processing of claims.

6. Supporting Documentation

Customers may be required to provide:

  • Photos of the damage
  • Photos of packaging
  • Bill of lading
  • Delivery receipt
  • Commercial invoice
  • Proof of value
  • Repair estimate
  • Replacement cost
  • Inspection report
  • Other documentation reasonably necessary to evaluate the claim

Failure to provide requested documentation may delay the investigation or affect the ability to evaluate the claim.

7. Do Not Dispose of Damaged Freight

Unless authorized in writing, customers should not dispose of, sell, modify, repair, dismantle, or otherwise alter damaged freight before the claim has been reviewed.

The carrier may require an inspection or may request that damaged freight be retained for inspection or salvage purposes.

8. Packaging Responsibility

The shipper is responsible for properly packaging and securing freight unless packaging services were specifically provided by US Parcel Link or the applicable carrier.

Claims may be affected when damage results from inadequate packaging, improper preparation, insufficient securing, or inaccurate shipment information.

9. Claim Investigation

Submitting a claim does not automatically establish liability. Claims are reviewed based on the available documentation, shipment condition, transportation records, packaging, delivery documentation, applicable carrier rules, and applicable law.

The carrier or responsible transportation provider may conduct an inspection or request additional information before making a determination.

10. No Automatic Refund

A damage claim is separate from a request for cancellation or refund.

A customer should not assume that a freight claim automatically results in a refund of transportation charges or the full value of the shipment.

Any payment or settlement will be determined according to the applicable carrier’s liability, transportation contract, tariff, and applicable law.

11. Contact for Claims

Claims should be submitted to:

US Parcel Link

📧 Email: info@usp-link.com

🕘 Business Hours: Monday–Friday, 9:00 AM – 6:00 PM CST