We work closely with our suppliers and trusted carriers to make sure all orders arrive to our customers in good condition. However, in rare cases, damage can occur during shipping. If it does, we’ll help you resolve it quickly and professionally.
If We Arranged Shipping
Inspect Upon Delivery
When your tank or product arrives, please follow these steps before signing anything:
1. Inspect Thoroughly:
Before the driver leaves, remove any protective wrap and carefully inspect the product from all angles including the top, bottom, and corners. Look for cracks, holes, or large dents that could impact functionality. Please note: minor scuffs or superficial marks from shipping are normal and not considered damage.
2. Document Visible Damage:
If you notice any damage, do not sign the delivery receipt without noting it. Clearly write a description of the damage on the delivery paperwork. Then, take multiple clear photos of the issue while the product is still on the truck or pallet.
3. Report Damage Immediately
- Before the driver leaves, call us at 1-888-884-2642 or email info@ewatertank.com.
- We’ll help assess whether to accept or refuse the shipment and advise on the next steps.
- We purchase insurance on all freight shipments, so you can rest assured we will cover any damages caused by the carrier during transit if the damage is documented on the delivery receipt.
4. We'll Send a Replacement ASAP
- If the damage is properly documented at delivery, we will work with the manufacturer to get you a replacement as soon as possible at no additional charge to you.
- We will do everything we can to make things right with you.
If You Arranged Your Own Shipping or Pickup
If you choose to coordinate your own shipping or pick up the product directly from the manufacturer:
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You (or your shipping provider) assume full responsibility for the item once it leaves the manufacturer’s facility.
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We cannot file damage claims or provide replacements for items damaged in transit if eWaterTank was not the shipping party.
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Please make sure your carrier inspects the item and accepts it in good condition at pickup.
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We recommend photographing the tank at pickup and using a fully insured carrier to protect your investment.
Already Accepted the Shipment?
- If your shipment has been delivered, you've signed for delivery, and you later discover damage, there is unfortunately little we (or any other retailer) can do. This is why it is so important to carefully inspect your tank upon delivery!
- If damage is discovered after delivery, you are welcome to submit a Damage Claim Form within 3 business days.
- To help us put together a case, please include photos and/or videos with a detailed description of the damage and how it was caused.
Our Commitment to You
As a retailer, we must follow all manufacturer policies. We will do everything we can to make things right, within the scope of our manufacturer policies, product availability, production, and shipping times.