Instructions to File a Claim for Damaged items in Shipping:
In the event that any items are damaged in shipping we must start an insurance claim. In order to start an insurance claim you as the buyer and the one who accepted the damaged items must submit to us in writing the following info:
All claims must be done within 3 days of after receiving an item or package. Any claim filed 5 days or more after receiving a package will be denied. We do not appreciate customers who keep an item for weeks then accidentally break it themselves and try to file an insurance claim.
Check your items as soon as you get them. You should know right away if any items were damaged in shipping. There really is no excuse for claiming damages 5 days or more after receiving a package.
Buyer should know right away if items are damaged in shipping and so should inform our Shipping Department at the Email address provided as soon as possible. If a claim is not filed within 3 days of receipt of your auction items, we will assume that you have received all your auction items in satisfactory condition.
When filing a claim, please send us an email. All claims and claim inquiries must be in writing. We will not handle claims over the phone. We need a paper record of the claim and everything that is said in writing. We can help you gather information for a claim if you have a question over the phone. However, we will not handle any claims requests over the phone. Please submit all claims and request for claims in writing by email.
Insurance Claims Requests should include: Bidders Name, Address, Auction Paddle Number, Lot numbers of the Items That Were Damaged, and the Specific Description of the Damages.
We will also need photos of the damage and photos of the package prior to opening. If you are claiming the package was damaged in shipping, there should be clear evidence of the damaged package even before you open it. Take photos before you open the package if you are claiming damage package.
Once we obtain ALL this information, we will begin the damage claim. Claims can take anywhere from 2-4 weeks to investigate. You may be required to send the items back, or we may allow you to keep the items. We make this decision based on a case by case basis. The more info you give us and the more cooperative you are, the faster and smoother a claim will be processed.
We try to pack our items as securely as possible. We are always looking for ways to ship items with proper protection at lowest cost.
However, when items are damaged to the point of filing an insurance claim, we need the proper evidence to file the claim. If we filed claims on everyone who had a minor ding or dent on an item, we would be opening up our company for people to take advantage of our credit policies by filing frivolous claims.
All claims will be paid out as future auction credits – no refunds are given. Email claims to LVLAuctions@gmail.com