A broken shipment is a headache, and it’s even worse when the driver has already left before anyone notices. Nobody wants to call an eager stove owner and tell them their Hearth Pad arrived damaged. At Classic American Hearth, our dealers share our commitment to quality, and that starts the moment an order arrives at your door. We created this guide so our dealers know exactly what to look for and how to inspect every Hearth Pad shipment before you sign anything.
What a Correct Shipment Looks Like
Four things should always be true when a Classic American Hearth order arrives.
- All Classic American Hearth Pads are shipped new and undamaged. If you see any signs of damage, we recommend double-checking the Hearth Pads before signing for the shipment.
- The Hearth Pad is wrapped in cardboard. If the cardboard has been removed, refuse the delivery.
- The pallet is larger than the largest boxed Hearth Pad. Don’t accept the delivery if it appears the shipment has been moved to a smaller pallet.
- The largest Hearth Pad is on the bottom of the pallet. If it’s not, refuse the order.
These check points aren’t formalities. They are preventive measures we have implemented to protect all Hearth Pads from various transit-related damage risks. If the shipment appears to deviate from any of our standard shipment processes, treat it as a red flag and evaluate the orders further.
Why Hidden Damage Is the Real Risk
A shipment can look completely fine from the outside and still have cracked tile or broken grout underneath.
Here are two common situations we have seen cause hidden damage:
- Heavy objects are either stacked or dropped onto the pad’s flat surface during transit. The cardboard may appear to be intact, and the damage may not show until you open the package.
- The second situation is more specific. When a pallet gets strapped to the wall of a delivery trailer and then dropped down rather than carefully lowered during unloading, the impact can travel through the hearth stack. The drop can result in cracked grout and broken tile. This type of damage may not be visible until the cardboard packaging is removed.
It’s important to perform a thorough inspection before signing for a shipment. When damage is undocumented or not noticed until after you consent to the delivery, it can lead to a longer replacement timeline and more complicated claims.
What to Do When the Shipment Arrives
Here is a quick checklist on how to examine your hearth shipment and what to watch out for:
Check for signs of damage
Check the pallet and packaging before anything else. Confirm the pallet size, the condition of the cardboard, and the stacking order. If anything looks off, pull back the cardboard to check the Hearth Pads.
Note any damages
Found something wrong? Document damage on the Delivery Receipt before you sign, and the driver leaves. This is an important step in making a strong claim. Damage noted after the driver departs is much harder to confirm.
Take photos
Make sure to photograph any damage as soon as possible. Photos of the packaging, the pallet, and any visible damage to the pad help support your claim and make it much more successful. Try your best to take them before moving anything.
Refuse shipment
Refuse the shipment if the pad is damaged. Don’t sign and hope for the best. Refuse it.
Contact us
We don’t recommend waiting for the shipping company to contact us. If you wait, you risk extended replacement timelines. After refusing a shipment, contact American Panel or Hearth Classic directly. Here is our contact information:
American Panel
Phone: 1-800-557-6162
Email: Info@americanpanelhearth.com
Hearth Classics
Phone: 1-800-557-6162
Email: Info@hearthclassics.com
We are unable to provide a replacement without direct contact with you, the dealer. Be sure to provide proper documentation and any supporting evidence.
Why Damage Documentation Is Non-Negotiable
Getting timely, thorough documentation is important when replacing a damaged Hearth Pad. For the quickest replacement timeline, contact our team directly with proper notation on the delivery receipt and supporting photos.
We’ve been partnering with our dealers for over a decade, and we know these situations aren’t always straightforward. The driver was in a hurry, the damage wasn’t obvious, or the cardboard looked fine from the outside. Our team will do its best to work within your timeline and take the full context into account.
FAQs For Dealer Orders
Q: What if we didn’t notice the damage until after we unpacked it?
A: Contact us right away via phone or email. Documentation at delivery is the strongest position for a claim, but our team will do its best to advise on next steps based on what you have.
Q: Do we need to refuse the whole shipment if only one pad is damaged?
A: Note the specific damaged items on the delivery receipt. If you’re unsure about the extent of the damage, refuse the full shipment and call us. Better to sort it out than to sign off on something that shouldn’t have been accepted.
Q: The driver was in a hurry, and we signed before inspecting. Now what?
A: Contact us as soon as you notice the damage. If possible, take photos of the damaged areas before the package is moved any further. Note the timeline and any other documentation you can. It’s best practice to notify both the shipping company and us.
Q: Who exactly do we contact to report a damaged shipment?
A: Contact your Hearth Pad provider. Find all their contact methods below.
American Panel contact information. (link when live)
Hearth Classic contact information. ( link when live)
Q: Can a damaged pad be replaced?
A: Yes, with proper documentation and direct contact with our team, we will do our best to help replace damaged items. Follow the steps above for proper claim reporting.
Your Trusted Partner in Hearth Protection
Every Hearth Pad that leaves Classic American Hearth is built to arrive in perfect condition. Our dealers are the reason these products find their way into homes across the country, and we don’t take that partnership lightly. We understand that things go wrong and damage can happen during transit. If you’ve received a damaged package, connect with us as soon as possible. Our team will work through the next steps and help you get your customer’s Hearth Pad to them the way it was always meant to arrive.
