Claims Handling
How Founders 3PL handles lost packages, damaged shipments, wrong items shipped, and freight claims.
Loss, Damage, and Claims Policy
Each claim scenario has a defined policy, clear accountability, and a specific resolution path. The table below covers the four most common claim types.
| Scenario | Policy | Outcome |
|---|---|---|
| Lost package (USPS/UPS/FedEx) | Carrier error — not Armbrust's responsibility. Armbrust assists with documentation and refund or insurance claim filing. | Billed at hourly employee rate, Cost Plus |
| Damaged package in transit | Carrier responsibility — not Armbrust's liability. Armbrust assists with claim documentation if needed. | Billed at hourly employee rate, Cost Plus |
| Wrong item shipped | Armbrust error — full accountability. Armbrust covers FedEx 2-Day shipment of replacement. | $5 credit applied to next week's invoice |
| Freight shipment loss or damage | Freight carrier error. Armbrust files claim on customer's behalf. | Claim filed within 3 business days of notice |
Carrier Audits and Refund Recovery
Armbrust regularly audits carrier invoices and performance for potential credits. Any credits recovered are applied to the customer's next invoice at no charge. Carrier charges and subsequent audits or adjustments such as dimensional-weight corrections, address corrections, and residential surcharges are the customer's responsibility and may be re-charged at Cost Plus.
Address Verification
Customers must provide accurate ship-to addresses. If an address is flagged as unverified or invalid, Armbrust automatically attempts verification using automated tools including manual Google lookup at no charge. If the address still cannot be confirmed, Armbrust notifies the customer and holds the order until corrected information is received.
Invoice Disputes
Customers must notify Armbrust in writing of any invoice dispute within fourteen (14) days of the invoice date. Armbrust must likewise notify customers of corrections within fourteen (14) days of issuance. Disputes not raised within this window are deemed waived and final.
Amounts not disputed in good faith cannot later be offset, counter-claimed, or otherwise withheld.
Efficiency in claims handling is about transparency and prevention, not just correction.
Philip Quick, Founders 3PL
