Freight Claims & Shipping Responsibility

Freight Claims & Shipping Responsibility

The freight claim process helps ensure shipment damage, loss, or shortages are reported correctly and handled through the appropriate carrier claim process.

What This Means for Our Team Members

Whip Mix shipments are sold EXW (Ex Works) Seller’s facility.

This means responsibility for the shipment transfers to the Buyer once the product is delivered to the carrier.

If a shipment is damaged or lost during transit, the transportation carrier assumes responsibility, not Whip Mix.

Our team members may assist customers by providing documentation or shipment details, but the claim must be filed directly with the transportation carrier.

What To Do

If a customer reports a damaged, lost, or incomplete shipment:

1. Ask when the shipment was received.
2. Ask whether the damage was noted on the delivery receipt or bill of lading.
3. Confirm the nature of the issue (damage, loss, or shortage).
4. Instruct the customer to file a claim directly with the transportation carrier.
5. Document the issue internally if assistance or follow-up may be required.

If the issue involves missing items, verify the shipment details before proceeding.

Important Things to Remember

Because shipments are sold EXW Seller’s facility, responsibility transfers once the shipment is accepted by the carrier.

Damage or loss that occurs after shipment should be addressed through the carrier claim process.

Important reporting timelines include:

Visible Damage

• Damage should be noted on the delivery receipt when the shipment is received.
  • Claims for visible damage should be filed with the carrier within 24 hours.

Concealed Damage

• If damage is discovered after delivery, the claim must be filed with the carrier within 3 business days.

Shortages

• Any shipment shortages must be reported to Whip Mix within 3 business days of receipt.

Failure to report issues within these timeframes may affect the ability to resolve the claim.

When to Escalate

Escalate the situation if:

• The issue may involve an internal shipping error
  • The reporting window has already passed
  • The carrier claim becomes disputed
  • Shipment documentation is unclear

Reference

For the full legal policy, see Whip Mix Terms & Conditions of Sale (Effective December 1, 2025).

For a quick overview of all sales policies, see Terms & Conditions of Sale (Effective 12/1/25).