CLAIMS RESOLUTION POLICY
If there is an issue with your order after it is received, please call our Care Krew as soon as possible to report the situation. They can be reached at 1-888-446-5242, Monday through Friday. Merchandise found to be incorrect due to our error will be replaced at no charge when returned within 30 days of receipt of merchandise for orders under 10,000 Writing Instruments or 500 Hardgoods items. Hardgoods orders of 500 pieces or more and Writing Instrument orders of 10,000 or more found to be incorrect due to our error will be replaced at no charge when returned within 90 days. Un-imprinted products will be subject to a 20% restocking charge.
Authorization from Koozie Group is required prior to return of merchandise. Unauthorized returns will be refused and returned to sender at their expense plus a handling fee. If the original order shipped on a third-party account, that account will again be used for the reship, and the handling fee will be invoiced. Once Koozie Group sends a notification advising of the return, we will hold it in our shipping area for three weeks. If complete information is not received for the reshipment during that time, the return will be discarded, and the invoice and all related charges will not be eligible for a credit.
If we request samples, we will issue call tags so the order can be sent back. Be sure to identify your samples with your purchase order and Koozie Group sales order numbers, if possible. All products adhere to strict international quality and safety standards and are produced in accordance with all applicable federal, state and local laws, rules and regulations. Koozie Group will honor its Return Policy for any product that it determines does not meet its standards for quality and workmanship.
Shipments returned and reshipped due to no fault of Koozie Group will be invoiced for new freight charges plus a $12.50 fee per order. If the original order shipped on a third-party account, that account will again be used for the reship, and the $12.50 will be invoiced. Once a notification has been sent advising you of the return, it will be held in our shipping area for up to 3 weeks. If complete information is not received for the reshipment during that time, the return will be discarded, and the invoice and all related charges will not be eligible for a credit.
KOOZIE GROUP DISCLAIMS ALL EXPRESS AND IMPLIED REPRESENTATIONS AND WARRANTIES WITH RESPECT TO ITS PRODUCTS, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. ICONS USED IN THE KOOZIE GROUP CATALOGS AND ON KOOZIEGROUP.COM WERE DESIGNED BY KOOZIE GROUP AND ARE NOT INTENDED TO IMPLY THIRD-PARTY CERTIFICATION.
How to File a Claim
To help us expedite your claim, please be sure to send us the items listed under your specific Claim Issue Type below.
Please note: You have 30 days after receiving the product to file a claim on orders of under 10,000 Writing Instruments or 500 Hardgoods items. Claims for hardgoods orders greater than 500 pieces and Writing Instrument of 10,000 or more must be filed within 90 days of receiving the product. See the Claims Policy tab for more details.
Images
Images are a requirementto process your claim. Send the following image types for your specific issue listed below. Examples of each type of label are shown under the Image Examples tab.
Damaged Items? Please send:
- Images of as many damaged items as possible. Please include:
o Close-ups of the damage sustained
o Images of all damaged items within the boxes/packaging
Possible carrier damage? If your order shipped on Koozie Group’s account, please send:
- Images of the damage to the items
- Images of the damage to packing boxes
- Images of Packing Label on each box (be sure info on labels is clear)
- Images of Tracking Label on each box (be sure info on labels is clear)
If you order shipped on your third-party account, please see the Third-Party Carrier Claims tab for how to file a claim. The claim must go through the carrier.
Incorrect or bad print on the items? Please send:
- Images showing a minimum of 10% of the total incorrectly printed items
Received the incorrect items or imprint? Please send:
- Images of Packing Label on each box (be sure info on labels is clear)
- Images of Tracking Label on each box (be sure info on labels is clear)
- Images of items that are inside boxes
- All items showing in box/packaging
- Close-ups showing printed art on items
Missing your package altogether and can’t provide images of what you don’t have?
- If you have not already done so, please let us know this ASAP and let us know whether the order shipped via a Third-Party account or not.
Additional Information Needed for All Claims
- The total quantity of items that have been affected by your specific issue.
- What kind of resolution are you seeking?
- Looking for a Credit on the order?
i. If yes, how much of a credit are seeking?
- Looking for a Replacement of the order?
i. If yes, please let us know the in-hands date needed for the replacement order.
- Any additional details you can about the situation. The more details you can provide, the faster we can come to a determination.
Samples of Your Order
PLEASE NOTE: Please note that depending on your issue type, we may ask you to return samples of your order for testing so we can ensure the same issue does not occur again, especially if a replacement is needed. Please try to save any samples that you can in case we need them. If we request samples, we will issue call tags so the order can be sent back. This process can sometimes take up to 2 weeks, depending on where the return is being shipped from/to. If a replacement is needed within a specific timeframe, please let us know right away so we can work to prioritize your request.
If you have any questions about the claims process, please contact our Care Krew at 888-446-5242 or customerservice@kooziegroup.com.
Third-Party Carrier Claims
Here is all the information you will need to help make filing your claim easier.
- Filing a claim with FedEx? Call: 800-463-3339 or file online here.
- Filing a claim with UPS? Call: 800-742-5877 or file online here.
Have these items ready before filing your claim:
- Tracking Number(s)
- Name of Shipper: Koozie Group
- Ship-To Address
In our experience, carriers will usually also request the following information, which Koozie Group does not have access to:
- End user’s contact information
- Whether the package is available for inspection or pickup
- Amount of the freight charges associated with the damaged packages
IMPORTANT REMINDER: Please be sure to advise the carrier to submit any monies paid on the claim back to you as the account holder and to NOT send any payment to Koozie Group!
Should your carrier require any additional information from us as the shipper, please ask them to contact us at the following email: customerservice@kooziegroup.com and ask them to provide us with the information directly. They should include their claim # in the body of the email.
Should your carrier require it, we will work out the final resolution with them, and then you will be notified by the carrier of the final resolution.
Types of Images We May Need When You File a Claim
Please refer to How to File a Claim to see which of these applies to your situation.
Shipping Label Types
When investigating a shipping issue, the Claims team often will request a photograph of the shipping labels.
Note: Labels shipping from our vendors (Factory Direct) will look different depending on the vendor. Usually, the vendor’s shipping label will be similar to ours, but other labels will vary by vendor.
Shipping Label
The shipping department puts this label on each box before it leaves the building.
The label includes the following info:
- Shipping Address
- Shipping Method (example: UPS Ground, FedEx, Standard, etc.)
- Reference Numbers (Sales Order Number and Purchase Order Number)
Each box shipped out should have this label on it.
Packing/Manufacturing Label
Our manufacturing department puts this label on after the order is completed on the floor.
The label includes the following info:
- Sales Order Number
- Ship-to Address
- Product Description
- Quantity Inside
- Number of packages for the order (Package 1 of 3 means this package is 1 of 3 boxes for the order and there should be 2 more boxes.)
Each box a customer receives should have this label on it.
Warehouse/Supplier Label
This label is the product description of the item inside the box.
The label includes the following info:
- Lot and Purchase Order Number for the item inside the box
The label is helpful if there is color, size, or other variance between the same or similar items.
This label may NOT be on all boxes because some orders or parts of an order require manufacturing to use a new box for the product.
Checklist of Action Items to be Completed by End User
Koozie Group values your partnership, and we want you to have a great experience. We appreciate that everyone’s time is valuable and recognize that these required action items mean a bit of extra effort for the end user or their warehouse upon delivery. These steps significantly reduce the amount of time and/or money that could be lost if they are not completed. We want to ensure that you are protecting your investment, so we are happy to clarify any questions or concerns regarding this information.
Process for orders of fewer than 10,000 Writing Instruments or 500 Hardgoods products.
All claims must be filed within 30 days of the delivery date for these orders.
Process for orders of 10,000 or more Writing Instruments or 500 or more Hardgoods products
Required Action Items to Complete Before Signing for the Order
When the order is delivered, the end user should:
- Make sure that ALL boxes on the tracking number have been received and there is no damage BEFORE signing for the delivery.
o A signature is proof that everything the carrier states is being delivered has, in fact, been delivered.
o If the end user signs for a delivery, then any claim filed for missing items will be denied by both the carrier and Koozie Group.
- Take pictures immediately of any damage that may have occurred in transit.
If all packages have arrived and are undamaged, the end user should:
- Inspect the delivered items.
o It is important that all packages are opened and the products in each box are reviewed to ensure that the finished goods meet the end user’s expectations.
- Report any issues with the finished goods.
o This might include bad imprint quality, wrong art used, wrong imprint or item color, damage to all or some of the items, wrong ink color, wrong item in general, someone else’s item, the products don’t work as intended, etc.
o Please notify us immediately so we can research the issue and find a solution.
Download End-User Friendly Version Checklist
Process for orders of 10,000 or more Writing Instruments or 500 or more Hardgoods products
All claims must be filed within 90 days of the delivery date for these orders.
Required Action Items to Complete Before Signing for Large Order Delivery
Complete the following action items BEFORE signing the Proof of Delivery (POD) Slip!
- Make sure that the info on the Proof of Delivery slip matches what is on the Bill of Lading (BOL).
- If something doesn’t match, write down on the POD slip what doesn’t match the BOL.
i. **Be sure to initial next to where any changes are made on the POD**
- Make sure the number of pallets received matches the number of pallets on the POD slip.
- If you did not receive ALL your pallets, you must change the number of pallets on the POD slip to the number of pallets that were received.
- Make sure that the total number of boxes listed on the BOL & POD slip are accounted for.
- This may mean taking the time to unwrap each pallet to ensure that the right number of boxes has arrived.
- Make sure that there is no damage to any of the boxes.
- If any boxes have sustained damage, please note it on the POD slip and take photos or videos as well, if possible (images of damage will be required to file a claim).
Again, these action items must be completed BEFORE the Proof of Delivery slip is signed! If boxes or pallets are found missing from the order after the POD is signed, and the POD was not updated with any changes, any claims for the missing items will be denied by both the freight carrier and Koozie Group. The POD slip is everyone’s evidence of what was truly delivered, so it is up to the end user to make sure it is correct before signing it.
The end user has 90 calendar days from the date the order is delivered to submit a claim if there is anything else wrong with the order. For example, this might include bad imprint quality, wrong art used, wrong imprint or item color, damage to all or some of the items, wrong ink color, wrong item in general, someone else’s item, the products don’t work as intended, etc.
Any claims filed past 90 calendar days are automatically denied. We strongly advise that every order is thoroughly checked once it is received so that that any potential issues can be addressed immediately.
Download End-User Friendly Version Checklist for Large Orders