Radiator Express Support Center

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Damaged Shipments

Last Updated: Apr 15, 2016 02:54PM EDT

What if my order arrives damaged?

Read the explanation below, follow to the best of your ability, then file a claim explaining where you are:
To file a return claim, click here

During Delivery:

If your order is damaged during delivery, please refuse the delivery and contact us via this support email, chat or phone to inform us. Be careful not to assume "fin" depressions to the core of a radiator is damage. Often handling of radiators results in small indents to the middle areas. Pay attention to the perpendicular "tubes". Damage to these areas can result in leaking. To test a radiator, you can always plug the connections with a rag, and run hose water through the system to create enough pressure to check for a potential leak.

"Radiator Expert Tip - Inspect your shipment immediately, even in front of the delivery driver if your able. The faster the product is claimed and returned, the quicker we can assist in replacing the product. DO NOT under any circumstance put antifreeze into an item you think may be damaged. Once this is done, the shipment carrier will not return the item under claim for you and we cannot accept it back for refund or exchange"

After Delivery: 

ONTRAC = 800-334-5000

In the event you discover damage to an item after delivery, contact the shipment company immediately.  Follow their prompts to a "live representative" and provide them the tracking number from the package. Whether there is visible damage to the package or not, it needs to be claimed as damaged to the third party shipper so that it will be returned prepaid by them to the shipping location, rather than at your cost. Sometimes a lazy carrier representative will tell you to contact the shipper.  Re affirm to them you want to file the damage claim and want the item removed from your residence immediately.

For UPS = the same tracking number will be your return tracking number.  They generally come back out the next day and make 3 pickup attempts.

For FEDEX = they will issue a call tag tracking number.  You can request that from the representative and keep on file as proof of return.

UPS damages can also be filed on ups.com  (If you have a login, if not create one, track package and click the claim button)

Your Replacement Options:
  1. Reorder on the website
  2. Reorder via phone (Option 2 for service) If unavailable (Option 1 sales)
  3. Wait until item is removed and contact us for reshipment

Damage claims are processed at the speed of the third party shipper. They do not work for us and we cannot expedite their process.  Rest assure we issue a refund for the reorder immediately!   We offer this service to keep you, our customer, on the road and not sitting next to it!!

Unable to file the claim?

Contact our customer service department.  Toll free 866-723-3977, option 2.  They will file the claim on your behalf and email you followup instructions in 24-48 hours.

To file a return claim, click here

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