Lost, Stolen or Damaged Shipments

Free On Board (FOB) Shipments

All orders are shipped Free On Board (FOB) Origin from Aurora, Colorado, USA. That means product ownership and risk of loss passes to you (the customer) as soon as it is loaded onto a delivery vehicle at our facility. Univair is not responsible for replacing or refunding lost, damaged, or stolen shipments. However, we can handle the claims process for you depending on which carrier was used.

Stolen Packages

It is your responsibility to be present when your order is delivered, and to secure the packages and their contents to prevent theft. If you cannot find your package after the tracking number shows it was delivered, and you have exhausted all efforts to find it, you will need to contact your local police department to file a theft report. Univair cannot do this for you. Univair is not responsible for replacing or refunding any stolen items once the tracking number shows the package has been delivered. 

Lost Packages

A lost package is defined as one that has never been delivered after a reasonable amount of time has passed. The tracking number usually shows the package was picked up at Univair by the carrier, but never shows any updates after that. At the time this article was published, FedEx, UPS and the U.S. Postal Service all require claims for lost packages to be made within 60 calendar days of the shipment date for U.S. shipments. Deadlines for international shipments may be different, so be sure to check the carrier's website for their exact deadline to file a claim.

Damaged Packages

If a shipment is damaged during transit, a claim will need to be made with the carrier.  If you want Univair to handle the claims process, you must notify us within 5 business days of the shipment date. We will not handle the claims process if you miss our 5-day window, however, you can still file your own claim with the carrier up to their deadline. At the time this article was published, FedEx, UPS and the U.S. Postal Service all require claims to be made within 60 calendar days of the shipment date for U.S. shipments. Carrier deadlines for international shipments may be shorter, so be sure to check the carrier's website for their exact deadline. Freight companies' deadlines can vary, but it is wise to start the claims process as soon as possible. Failure to file a claim by the freight company's deadline will result in your claim being denied.

Filing a Claim

The process for filing a claim with the different carriers is as follows:

*Deadlines shown are for U.S. deliveries only; deadlines for international shipments can be much shorter. See the carrier's website for details on international shipments.

Notes About FedEx and UPS Deliveries

• SIGNATURE: We do not require a signature for FedEx and UPS shipments, however we recommend that you be present at time of delivery to inspect your packages for damage and to prevent theft.
• DAMAGED PACKAGE AND/OR PARTS: We will require photos of the damage before we start the claims process. Photos must clearly show any damage to the outer packaging as well as the part(s) inside. Contact Univair within 5 business days of the delivery date and we will handle the claims process with FedEx or UPS. If you fail to file the claim within the 5-day deadline, Univair is not responsible for refunds or replacements. Contact a Univair sales representative for further requirements.
• LOST PACKAGE: If your package is never delivered, you must notify the carrier within 60 calendar days of the shipment date. If you want Univair to handle the claims process for you, contact us as soon as possible. If you wait too long and we are unable to start a claim within the carrier's deadline, Univair is not responsible for refunding or replacing the lost items.
• STOLEN PACKAGE: You will need to file a theft report with your local police precinct - Univair cannot do this for you. It is the customer's responsibility to be present at the time their order is delivered to prevent theft. Univair is not responsible for refunding or replacing stolen goods.

Notes About Freight Deliveries

★ IMPORTANT: Inspect both the outer packaging and the contents for damage BEFORE ACCEPTING DELIVERY. Univair is not responsible for replacing or refunding parts damaged by the freight company. ★

• SIGNATURE REQUIRED: All freight companies require a signature before the shipment is released. You or your representative must be present to accept delivery.
• INSPECT YOUR ORDER CAREFULLY: Once you sign for the delivery, you are accepting the shipment AS IS and take full responsibility for any damage that occurred during transport. If you accept the shipment without documenting any damage and later file a claim, the freight company will deny your claim.
• MINOR DAMAGE: If you notice minor damage to the packaging and/or product(s) and want to accept the delivery as is, make a note of all damage (crate, packaging, parts) on the Bill of Lading and take pictures before signing the form.
• SEVERE DAMAGE: If a product is severely damaged you can refuse delivery and the shipment will be returned to Univair. Once we receive the item(s), we will contact you regarding a refund or replacement.
• CLAIMS: The customer must file their own claim with the freight company within their deadline.
• UNIVAIR RETURNS/REFUNDS: If you sign the Bill of Lading without documenting any damage, then the parts are not eligible for a return or refund. Univair does not refund shipping fees or crate fees for any reason. When returning items, the customer is responsible for paying the return freight charges. See our Returns & Refunds Policy for more details.