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How to Inspect Your Order for Possible Freight Damage

Inspect Before You Accept: How to Receive Your IVF Store Shipment

IVF Store ships two kinds of orders. Large equipment such as incubators, workstations and cryostorage units goes by freight truck. Smaller items, including our cryogenic storage dewars, usually go by parcel carriers like UPS and FedEx. We pack every order to survive the trip, but once it leaves our dock or the manufacturer dock it's in the carrier's hands. Packages get dropped, stacked and thrown around along the way.

However your order arrives, inspecting it carefully when it's delivered is the best way to protect your lab. It's also what lets us step in and make things right if something went wrong.

You have the right to refuse a damaged shipment

Carriers rarely tell you this, but it applies to freight and to UPS and FedEx deliveries alike. If a shipment looks damaged when it arrives, you can refuse all or part of it. You're never required to accept a damaged item just because it showed up at your door.

Freight deliveries: inspect before you sign

When you sign the Bill of Lading (BOL), the freight carrier's delivery paperwork, you're confirming the shipment arrived in good condition unless you write otherwise. If damage isn't noted on the BOL and acknowledged by the driver, the carrier will usually deny the claim. That can leave you paying for return shipping, repairs or a replacement.

Before signing, and before the driver leaves, check for these and note each one on the BOL:

  • Broken or damaged pallet. This can mean the unit was dropped, which may cause internal damage you can't see.
  • Tripped tilt or shock indicators. These show the unit didn't stay upright or took a hard impact. Check them even if the box looks perfect.
  • Crushed boxes, holes, tears or punctures in the outer packaging.
  • Visible dents, scratches or broken parts.

Be specific on the BOL. "Damaged" is too vague. Write something like "Pallet broken, tilt indicator tripped, box punctured on left side," and have the driver sign next to your notes. If the damage is significant, refuse the shipment, write the reason on the BOL, and call us.

UPS and FedEx deliveries: look past the box

Parcel drivers often leave packages without waiting for an inspection, so the responsibility shifts to you once the box is in your hands. If a package looks damaged when the driver hands it over, you can refuse it right then. If it was left without you there, inspect it as soon as possible.

This matters most for cryogenic storage dewars. A box can look perfect while the dewar inside has a dent or scratch. Dewars rely on a vacuum-insulated wall, and even a small dent can weaken that vacuum. That shortens holding time and can put stored specimens at risk. When your dewar arrives:

  • Unbox it right away. Don't set it aside for later.
  • Check the entire outer shell, including the bottom and neck, for dents, scratches or deformation.
  • Keep all packaging. The box, foam and inserts are needed for any carrier claim.
  • Photograph everything, both the packaging and any damage. A short unboxing video is even better.
  • Don't fill a dewar you suspect is damaged. Contact us first.
  • After the first fill, watch for warning signs such as frost or condensation on the outer wall, or liquid nitrogen evaporating faster than expected. Either can mean the vacuum is compromised.

Hidden damage: report it quickly

Whether your order came by freight or parcel, carriers set strict time limits for reporting concealed damage. Contact IVF Store within three (3) business days of delivery if you find any damage. The sooner we hear from you, the sooner we can file the claim and get a replacement moving.

Documentation is what lets us help you

IVF Store files and manages carrier claims on your behalf. Carriers won't honor a claim without proof, though, such as notes on the BOL, photos, and the original packaging. With that documentation, we handle the rest.

Questions? We're here to help

If you've ordered from IVF Store and have questions about receiving your shipment, contact our team at [phone] or [email]. We'd much rather talk you through an inspection ahead of time than have you deal with a damaged dewar or unit after the fact.

IVF Store Customer Service

  • 470-695-4141
  • Customer.Service@ivfstore.com