Frequently Asked Questions
- Note the evidence of damage to the shipping container on the Bill of Lading (BOL) at the time of delivery, before the driver leaves the delivery premises;
- Take photographic evidence of the damage; a minimum of five photographs are required to support the claim of damage to the product during shipping. These photographs should be: 1) a clear image of the shipping label; 2) one photograph of the shipping container which includes the entire container with damaged side toward camera (if multiple sides of the shipping container are damaged, each side should be photographed separately); 3) three (3) close up photographs of the damage to show how the damage to the container impacted the integrity of the packaging material surrounding the product indicating the product might not be received in the same condition in which it had been shipped;
- Contact Bishop & Company within 48 hours. Initial contact by phone preferred in order to respond as quickly as possible to this issue; forward the images of the shipping label and damaged container and (if opened) any damage to the product itself. We will deal with the shipping company. All shipments are insured.
- Resolution of claims of damage to product during shipping is assured, but is a process. We appreciate your patience and understanding that such events are outside our direct control and we will be working on your behalf to resolve the issue as quickly as possible.
Depending upon the extent of the damage to the product which occurred during shipping, Bishop & Company may authorize repairs to the product being performed at a location near the delivery address. This option will be considered on a case-by-case basis and is subject to certain criteria being met, such as: geographic location, skill level of the artisan(s) available to affect repair or restoration, and availability of materials to match the quality of the damaged portion of the product. This is not an exhaustive list of the criteria used to make the determination of local repair or restoration of product damaged during shipping. We strive to support the most environmentally-friendly solution to damage to product sustained during shipping, including reduction of transportation exhaust emissions, while maintaining the highest quality artistic standards, but sometimes return to our workshop will be recommended.
In the event repairs or restoration cannot be affected locally at or near the delivery address, Bishop & Company will issue a Return Authorization. After receipt of the damaged product in our workshop, we will replace the product. If a one-of-a-kind embellishment has been destroyed beyond repair or restoration during the original shipment, we will work with you to locate a similar embellishment to meet your design needs.