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Please contact the broker of your choice from the list provided; not sure which broker would be best for you, feel free to contact Customer Service at 888.323.0730.
Please see our claims policy below or contact our Claims Department 888.323.0730.
CLAIM POLICY
It is our goal to deliver the best quality product in a timely manner to all of our customers. However, we understand that occasionally the need to file a claim will arise. We will do our best to replace the claimed items or issue credit when replacements are unavailable. Please contact EuroAmerican’s Customer Service Department, so that we can begin resolving your claim quickly.
SHORTAGES: Claims must be filed in writing within 48 hours (from date of receipt). Replacements will be shipped in a timely manner and freight will be charged in accordance to the original freight charge.
QUALITY: Claims must be filed in writing within 14 business days (from date of receipt). Notification claims should be filed when necessary to maintain EuroAmerican Propagators LLC claim policy time line.
TRANSPORTATION: Claims must be filed in writing within 48 hours (from date of receipt). Keep in mind, some carriers will not honor damage claims unless there is visible damage to the outside of the box.
When receiving material, BEFORE signing for any delivery, please check the boxes for outside damages and report them IMMEDIATELY to the carrier. Please write the word “DAMAGED” when signing for the delivery. Some carriers require you to keep all damaged boxes for 20 days. Without boxes (or photos), carriers have the right to deny your claim. Customers are responsible for providing the correct airport destination, contact phone number, as well as the re-delivery agent for all airfreight shipments. Under no circumstance will EuroAmerican be held responsible for Third Party or Collect freight orders. Tracking and Air Way Bill (AWB) numbers will be provided upon request for all Third Party and Collect shipments.
FEDEX SHIPMENTS: EuroAmerican Propagators LLC has attempted to maintain a solid working relationship with FedEx. EuroAmerican strives to ship the best product available, however, FedEx has repeatedly mishandled our product. While we understand there are some customers who have no choice but to ship FedEx, EuroAmerican may not honor claims related to FedEx shipping. Any claims that are related directly to Fedex’s mishandling, (i.e. late product or damaged boxes) need to be noted with the courier and a control number received at time of receipt. Please contact our Customer Service or Logistics Departments to explore alternate methods of shipping available to you.
CUSTOMER PICK-UPS: Please notify EuroAmerican of any changes to your scheduled pickup date. All pick-up orders will be invoiced the week they are scheduled for pick-up. Any orders not picked-up will also be invoiced. If plant material is picked-up beyond the original ship week, we will not be held responsible if the plants are overgrown. It is the responsibility of the customer to check their order for accuracy, shortages and quality at time of pick-up, prior to leaving EuroAmerican. Claims for accuracy or shortages will not be honored once the plants have been signed for and have left the premises.
CANCELLED ORDERS: Orders must be cancelled at least 8 weeks prior to the scheduled ship date. We must invoice for any plant orders cancelled less than 8 weeks prior to shipment.
PROOF OF DELIVERY (POD): Requests for POD’s must be received in writing within the same week of the shipment to be received at No Charge. There will be no charge for POD’s if requests made in the same week or for POD’s which confirm product was not delivered or misdelivered. Five (5) or more requests in one week for POD’s will incur a $20.00 charge. POD requests over 45 days will be charged $20.00. For POD’s requested after 90 days there will be a charge of $45.00 and are no longer guaranteed.
TIME FRAME: After initial claims are made according to the time frames outlined above, it is the Broker’s responsibility to provide EuroAmerican “Final Numbers” within a 4-week time frame after the order was received. Claims will be denied if “Final Numbers” are not received within the 4-week time frame.
FAILURE TO NOTIFY EUROAMERICAN OF CLAIMS WITHIN THE ABOVE TIME FRAMES WILL RESULT IN AN AUTOMATIC DENIAL OF YOUR CLAIM.
To speak with one of our professional growers, please call (888) 323-0730. We strongly recommend drenching plants with a broad-spectrum fungicide at liner planting.
PLEASE FAX CLAIMS TO: (760) 731-3054 Attn: Claims Department
Photos are REQUIRED for all claims over $500.00, but appreciated for all claims. E-mail photos to: claims@pweuro.com
32149 Aquaduct Road, Bonsall, CA. 92003 Phone: (888) 323-0730 Fax: (760) 731-3054
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