Small Package Shipments

As the shipper, Neuco is responsible for filing and processing small package damage and lost shipment claims with the respective carrier. Neuco requests the cooperation of the receiving party during the claims process which includes but is not limited to:

• Reporting any damage, missing product, or lost shipments within the specified filing periods
• Providing contact information for the receiving party
• Photos of the shipment if requested by the Customer Support Agent
• Damaged material and packaging being held by the receiver for 30 calendar days or until credit is issued

Credit may be denied or reduced if the receiving party does not comply with requests made by the Customer Support Agents.

Packages are insured through Neuco, except for customers that choose to self-insure their shipments. In the event of a lost package or damage on a self-insured shipment, the amount of credit issued by Neuco to the customer is contingent on the amount of credit issued by the carrier. (In the case of small package claims, the maximum carrier payout is $100.)

Filing Periods for Shipping Carriers

• UPS and FedEx Small Package
• Damage: 60 calendar days after date of delivery
• Lost Package: 60 calendar days after date of expected delivery
• USPS
• Damage: 60 calendar days after shipping date
• Lost Express Service: 7-60 days after shipping date
• Lost Priority Service: 15-60 days after shipping date
• First Class Mail: Shipments are uninsured with USPS and ineligible for claims
• USPS International: please contact Neuco Customer Support for latest filing periods

LTL Freight Shipments

If a Truck Freight shipment is damaged or lost, Neuco is responsible for initiating the claim process with the carrier if the freight charges on the order were billed Prepay and Add (PP&A).

Shipments with Collect/3rd Party billing are the responsibility of the party paying the freight cost. The payor of the freight should file the damage or loss claim with the carrier. Neuco can assist the customer with providing any necessary documents needed for the claim, such as invoices, bill of ladings, and photos. Credit would be issued by the carrier directly to the customer.

LTL Freight Filing Periods

Non-Delivery/Lost Shipment: Lost shipments where delivery has not been fulfilled, or is in dispute, should be reported to the shipper within 60 calendar days shipping date.

Visible Damage/Shortage: Shipments should be refused by the receiver at the time of delivery or accepted with the word "DAMAGE" written on delivery receipt. Any variation of alternative notation such as "subject to inspection" or "pending review" will not suffice in properly noting damage on a delivery receipt. For refused shipments or situations where damage has been noted on the delivery receipt, damage should be reported to the shipper within 30 days of delivery.

Concealed Damage/Shortage: Should be reported within 5 calendar days of delivery. Supporting documents including photos showing carrier liability should be sent to the shipper to initiate the claims process.

Neuco requests the cooperation of the receiving party during the claims process which includes but is not limited to:

• Reporting any damage, missing product, or lost shipments within the specified filing periods
• Completion of the Freight Carrier Damage Form provided by a Customer Support Agent
• Photos of the shipment
• Damaged material and packaging being held by the receiver until the claim has been credited or closed by the carrier

Credit may be denied or reduced if the receiving party does not comply with requests made by the Customer Support Agents.