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When to Notate Damage

Less-Than-Truckload (LTL) - Large Freight Shipments

Crumpled box
Broken styrofoam
Boxes with gashes
Open box

While the majority of Covetrus orders ship via a small parcel carrier (UPS or Fedex); some orders must ship via a less-than-truckload (LTL) carrier due to size restrictions.  LTL carriers typically handle orders over 150 lbs; shipped on pallets or bulky equipment not conducive to ship in a parcel environment.  Covetrus takes great pride in partnering with a few select LTL carriers that provide quality service while meeting our customers’ delivery expectations.  Unfortunately, no carrier is perfect, and some deliveries arrive damaged and in unacceptable condition.  We ask for your partnership in implementing the below best practices when receiving large freight orders:

Be sure to inspect all freight prior to signing the delivery receipt.

Thoroughly inspect all pieces of the shipment have arrived at your facility intact. Thoroughly inspect the shipment for damage.

Please note:  Damage can be obvious (dent) or less apparent (water damage). If there is slight damage to the packaging that may/may not damage the item inside, we recommend notating the minor damage on the delivery receipt.  Contact Covetrus ISM or ISR if concealed damage is found after packaging is removed.

If you are missing items from your shipment or have items you did not order in your shipment:

  • Note the quantity of missing items on the delivery receipt.
  • Accept the items that did arrive.
  • Contact your Covetrus ISM or ISR and advise them of the missing or extra piece(s).

If your receive damaged freight at time of delivery

  • Note all damage on the delivery receipt.  Be as descriptive and thorough as possible.  
  • Accept the shipment that arrived.  Save all packaging and damaged items. 
  • Contact your Covetrus ISM or ISR and advise them of the damaged freight.

When these unfortunate situations occur, we are committed to servicing our customer, whether that is crediting your account for the damaged/missing item or sending a replacement product as quickly as possible.  We appreciate your support in notating any missing items or damage on the delivery receipt at time of delivery.  The LTL freight industry only acknowledges freight claims when there is notation on the delivery receipt of missing or damaged items.  Your action will help Covetrus recover the product replacement cost caused by the carrier.   

How should a customer notate damage?

  • Customer must inform driver of delivery damage and request to "notate damage on the delivery receipt"
  • Customer must be as specific as possible in describing exception
    • "4 of 30 boxes missing" vs "missing freight"
    • "Bottom right corner crushed" vs. "damaged freight"
  • Take pictures of product and retain carrier PRO#

Who should the customer advise at Covetrus?

  • Notify your local ISM/ISR or TM within 24-48 hours of damaged delivery
  • Provide the carrier name, PRO # (tracking#) and pictures if available

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