Due to the size and weight of our equipment, KATOOL products are shipped via heavy freight. This shipping method involves specialized handling that differs significantly from standard parcel delivery.
We believe in setting clear, realistic expectations regarding freight shipping and damage claims.
Understanding Heavy Freight Shipping
Our equipment is:
Large and heavy
Transported by freight carriers
Loaded, unloaded, and repositioned using forklifts and pallet equipment
Despite careful packaging and handling, minor imperfections or freight-related damage can occur during transit. These occurrences are common within the freight industry.
Types of Freight-Related Damage
It is important to understand the difference between cosmetic, minor non-critical, and functional damage.
Cosmetic Damage
Examples include:
Paint chips
Light scratches
Surface scuffs
For cosmetic-only damage, KATOOL typically provides touch-up paint as the appropriate resolution.
Minor Non-Critical Structural Damage
Examples may include:
Slight bending of non-load-bearing components
Freight-related deformation that does not affect alignment, safety, or operation
In many cases, this type of damage:
Is easily corrected or adjusted
Does not affect the intended use or performance of the equipment
Can be resolved without replacement
Each case is reviewed individually to determine the safest and most practical solution.
Functional or Safety-Related Damage
Damage that affects:
Safe operation
Structural integrity of load-bearing components
Performance or reliability
These issues are taken seriously and are always reviewed on a case-by-case basis to determine appropriate resolution.
How Damage Claims Are Reviewed
Every damage claim submitted is evaluated carefully and may include:
Photos or video documentation
Packaging condition
Freight handling details
Installation and inspection information
This process ensures fair, consistent, and accurate outcomes.
About Replacement Shipments
Replacement shipments are not always the best solution—especially for cosmetic or minor non-critical issues.
Because freight shipping involves the same handling processes:
A replacement does not guarantee a cosmetically perfect item
Additional shipping can introduce new imperfections
Replacements may increase delays and customer frustration
In many cases, touch-up paint or minor adjustments provide the fastest and most effective resolution.
Our Commitment to You
We stand behind our products and our customers.
While freight shipping can result in minor imperfections or non-critical damage, we are committed to:
Reviewing every claim fairly
Providing reasonable and practical resolutions
Ensuring your equipment is safe, functional, and supported
We appreciate your understanding and cooperation throughout the freight claims process.
Submit a damage claim here: Why Completing Our Online Technical Support Form Matters
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