File A Claim
Eligibility for Claims
What is a claim?
By definition a claim would be an order that was not received in the manner intended due to incorrect imprint, product defect or damage.
Who handles claims?
We have a dedicated team of associates in our Resolutions Department that help concierge claim inquiries. They also help us understand what might have been the root cause in order to identify a better way to potentially prevent the same outcome from happening in the future.
How long do I have to file a claim?
A claim must be filed within 60 days or less from receipt of goods to be eligible for resolution. Any requests after 60 days are ineligible for review.
What is considered a claim?
Claims can be the result of various circumstances that can include but are not limited to instances such as:
-The art was printed in a different color than what I approved.
-I ordered a different item than what I received.
-A number of items showed up broken or damaged upon arrival.
-The order was shipped to the wrong location.
-The items I ordered were printed incorrectly.
What is considered ineligible for a claim?
-Orders that exceed 60 days from receipt of goods are ineligible.
-Changing a ship method when the goods are already in transit.
-Order is completed as requested but customer has changed their mind and does not want the product.
-Any approvals via purchase order, proof approvals, etc. are considered binding. If the order is produced to match what is approved the order will be ineligible for a claim.
-Freight estimates are pure estimations provided by the carrier to offer approximate costs. Should the carrier such as Fedex or UPS choose to adjust their rates, this will not be considered eligible for a claim.
-If someone did not read or misread the costs associated with the purchase order or the final artwork approval per their request, and is looking to have those fees waived.
What do I need in order to start a claim?
There are 5 things we must have in order to initiate a claim:
1. We must have the purchase order number and sales order number in question. We can also utilize the invoice number if available.
2. Please offer a detailed description of the inquiry. If you can provide descriptions of your experience including any relevant information to help us understand the nature of your inquiry. The more information we can retrieve the faster we can provide a healthy solution!
3. Is there an event date that we should be aware of? This is imperative for us to understand so that we do not unintentionally miss a key event date.
4. Is there a specific point of contact to coordinate the claim interaction? If so please provide the name and contact information including a preferred method of communication. Some folks prefer to speak to a live agent while others prefer email correspondence.
5. Please provide any photos or images of the items in question. It is most helpful for us to understand your needs when we can see multiple items side by side in one photo. If images are not available we may seek to retrieve 10% of the order for inspection to help further understand the inquiry.
Disclaimers:
There are instances where an immediate remake is requested prior to the full resolution being completed. An example might be that a box of goods was shipped to the wrong location and an immediate remake is required in order to meet an event instead of awaiting a package reroute. In these instances should it be learned that the original shipment encountered an error at no fault of Gold Bond then the client would maintain responsibility for all costs associated with both the original and remake order goods.
What is the timeline for resolution?
Although each claim inquiry is unique in nature we strive to expedite a swift resolve in any circumstance. All inquiries to the resolutions team will receive an immediate initial touchpoint within 24 hours. From here each inquiry is dependent on the information above being provided along with the intricacy of the inquiry.
Return Authorization Labels:
Our team is always learning and growing. We seek opportunities to learn from claims inquiries so that we can try alternatives to mitigate the same occurrence in the future. In the instance that 10% or more of the order in question needs to be sent back to Gold Bond for inspection or otherwise; Gold Bond Inc will provide the return authorized labels. A credit can not be issued for merchandise that is unavailable to be returned to our facility. Unauthorized returns will be returned to the sender and the freight would be billed accordingly. Unauthorized returns would not be eligible for a claim.
Claims Form
Once the completed form is submitted, a Resolutions representative will reach out within 24 hours of submission. CLICK HERE to get started.