Freight Shipping Insurance Policy
All freight (LTL) shipments include Shipping Insurance to protect your order from damage or loss during transit. This insurance ensures coverage in the rare event that a shipment arrives damaged.
Delivery & Inspection Responsibility
Because freight shipments are large and handled by third-party carriers, customers are responsible for inspecting their order upon delivery. Please review both the packaging and product condition before signing for delivery.
If visible damage is present, we recommend noting it on the delivery receipt whenever possible.
How to File a Damage Claim (Required for Insurance Coverage)
To qualify for freight insurance coverage, customers must submit a damage claim within 5 business days of delivery.
Your claim must include:
- Clear photos of the damaged product
- Photos of the outer packaging and protective materials
- Photos of the shipping label and tracking information
- A brief written description of the damage
- Your order number
📧 Please email all required materials to cs@onfloatingvanity.com within the 5-business-day window.
Claims submitted after 5 business days may not be eligible for insurance approval.
Fast Replacement Policy (No Waiting on Insurance Approval)
As soon as your claim meets our documentation requirements, we will ship replacement parts or a replacement unit right away, without waiting for the freight insurance claim to be finalized.
This allows us to resolve issues quickly and minimize disruption to your project, while we continue handling the insurance process in the background.
Important Requirements
- All original packaging must be retained until the claim is reviewed and resolved
- Products that are discarded, installed, or altered before claim approval may not qualify
- Insurance does not cover normal wear, installation errors, or post-delivery damage
Claim Review & Resolution
Once your claim is submitted, our team will:
- Review the photos and documentation
- Confirm the claim meets our replacement eligibility requirements
- Send replacement parts or products immediately
- Submit the case to the freight insurance provider for final processing
Final resolutions may include:
- Replacement parts
- Full product replacement
- Partial refund
- Full refund (if replacement is unavailable)
Why This Policy Exists
Freight shipments go through multiple handling points. While damage is uncommon, this policy ensures you are fully protected — and that qualified replacements ship fast, without unnecessary delays.
Our goal is to provide a process that is fair, fast, and customer-first, while remaining compliant with carrier and insurance requirements.