File a Damage Claim

RESIDENTIAL DELIVERIES

Visible Damages: 

If you have any major damage to your shipment, you will have 24 hours from time of delivery to report them to Fray Fitness. Please include any pictures and a thorough description of the damage. If you happen to be home for the delivery, the driver should have a delivery slip for you to sign. Make sure to write “VISIBLE DAMAGE” anywhere on the slip if you suspect any damages or lost equipment. Failure to do so will result in you taking full responsibility for the replacement costs of damaged products.  

Concealed Damages: 

As you open your shipment, if you find any concealed damaged, you have 3 business days from day of delivery to report to Fray Fitness. Please include any pictures and a thorough description of the damage.  

Missing Items: 

If a product/item appears to be missing from your shipment, you have 3 business days from day of delivery to report to Fray Fitness. Failure to do so will result in you taking full responsibility for the replacement costs of missing products. There will be a B.O.L attached to your shipment with a piece count listed to help ensure all boxes are accounted for.  

Lost Shipments: 

If you suspect that your shipment is lost, contact customer service by phone or email and this will be escalated to the claims department for further assistance. This process may take up to 14 days. 

 

COMMERCIAL DELIVERIES

When shipping freight to commercial areas, we always choose the "Contact before Delivery" option. You will need to be present at the appointment time given to you by the freight company. Fray Fitness is not responsible for any charges or losses incurred by missed appointments by the customer or the freight company. You will be required to pay any and all fees charged for re-delivery by the freight company. Before signing the delivery slip, please review the following:

Visible Damages: 

If you have any major damage to your shipment, you will have 24 hours from time of delivery to report them to Fray Fitness. Please include any pictures and a thorough description of the damage. Make sure to write “VISIBLE DAMAGE” anywhere on the slip if you suspect any damages or lost equipment. Failure to do so will result in you taking full responsibility for the replacement costs of damaged products. 

Concealed Damages: 

As you open your shipment, if you find any concealed damaged, you have 3 business days from day of delivery to report to Fray Fitness. Please include any pictures and a thorough description of the damages. 

Missing Items: 

If a product/item appears to be missing from your shipment, you have 3 business days from day of delivery to report to Fray Fitness. Failure to do so will result in you taking full responsibility for the replacement costs of missing products. There will be a B.O.L attached to your shipment with a piece count listed to help ensure all boxes are accounted for. 

Lost Shipments: 

If you suspect that your shipment is lost, contact customer service by phone or email and this will be escalated to the claims department for further assistance. This process may take up to 14 days.