|We want to remind everyone what to do if your shipment becomes delayed or lost.
Contact your SDC Sales Rep immediately to help expedite the shipping process and to help you with the process of doing a claim.
No matter if your shipment is two days late or a week late, it is ultra important to pick it up from the airlines so that SDC can have a chance to get a freight claim on your behalf. Regardless of what the airline rep says, ONLY THE SHIPPER (SDC) is allowed to do a claim.
In most cases, shipments that have been in transit for more than 48 hours have a very good chance of receiving a claim.
Request a claim form from the airline representative. Get them to notate what the circumstances are with your order. Notate if the boxes are damaged or leaking. If they do not have a claim form then feel free to bring your own with you by downloading it from your airlines website. If you do not have a claim form then write some notes on the airway-bill BEFORE you load the freight on your truck and ask the rep to acknowledge what you mutually agree on by signing and printing their full name on the airway-bill or the claim form.
The next step is to get the fish back to the store and carefully acclimate them. Neutralizing the ammonia is the most important part of the process. First, float for temperature acclimation.
Next cut open the bags and pour the fish gently into your buckets and measure the pH & ammonia levels. Neutralize the ammonia and begin to drip acclimate slowly.
While you are acclimating you can notate the DOA’s on a copy of the invoice that we sent to you.
Please photograph the DOA’s which can greatly aid in our attempt to get your claim. This is best done by lining up the DOA fish on the white Styrofoam lid that accompanies the box.
We will need you to fax/email the DOA’s along with the claim form, photos and the airway-bill as soon as possible along with any other useful information about the situation.
While every situation has its own particular set of nuances, this is a general guide of the most important steps.
-Never Refuse a shipment… No one wins and everybody loses.
-Contact your SDC Sales Rep immediately if there is some unusual delay.
-Get a signed document from the airlines (claim form or airway-bill) detailing the circumstances.
-Neutralize Ammonia before introducing a different pH level to the fish
-Send DOA’s, Claim Form, photos and YOUR Airway-bill copy to your Sales Rep.
Most of you will never have to deal with any of this but we want to make sure that you are aware of the proper protocol in the event of a claim situation.
Thank you all,
Your friends at SDC!!