Shipping Damage/Claims

Shipment Inspection and Claim Process

1. **Photograph the Shipment**
- Take a photo of the shipment, either while it's on the truck or with the driver present.

2. **Document Any Damage**
- Capture photos of any visible damage to the packaging and/or items.

3. **Note on Delivery Receipt**
- Indicate any damage observed on the delivery receipt under "Damage seen to:" (provide details).
- For electronic signatures: ensure the driver notes the damage and provides a reference number from their terminal.

4. **Fully Inspect the Shipment**
- Open all boxes and carefully inspect the items.
- Many carriers have a limited time window to file a claim, especially for concealed damage not noted on the delivery receipt.

5. **Photograph Each Damaged Item**
- Take clear photos of each item showing the damage.

6. **Submit Photos and Delivery Receipt**
- Send us a photo of the delivery receipt along with all photos taken to document the damage.
- This must be done within 24 hours of delivery to ensure we can file a claim with the carrier within their allowed time frame.

Best practice for Receiving Damaged Solar Panels:

  • Note any damages, rips, tears, or alters in packaging to your delivery driver
  • Receive an exception number from the delivery driver
  • Call the number on your delivery receipt to report it to the terminal (immediately upon discovery)
  • Call Portable Sun

If you receive damaged goods, it is always best to take possession of delivery vs. refusing and having it shipped back to us. This could cause MORE damage to items as well as taking a risk that the product may or may not be in stock to replace your refused shipment at time of delivery/refusal. Refused shipments may be subject to a restocking fee.

If you have damaged goods and have noted damages upon receipt, Portable Sun will provide you with a full store credit of the damaged product and the prorated shipping costs or a full refund of the original payment method the value of the damaged product.

Due to shipping concerns, Portable Sun will only replace damages of four or more solar panels, please order accordingly! We ask that you do not order the EXACT number of solar panels needed for your project.