Damaged Shipments & Delivery Issues
Pool equipment can be large, heavy and technically sensitive. If a shipment arrives damaged or appears to have been mishandled, documenting the condition promptly gives Nexus and the carrier the best opportunity to resolve the issue.
Before accepting a freight delivery
Inspect the exterior packaging for crushing, punctures, tears, wet areas, broken pallets or other visible damage. If damage is visible, note it on the carrier's delivery documentation before signing when possible.
Photograph the shipment
Take clear photographs of the full shipment, shipping label, damaged packaging and affected product. Photograph serial/model labels when relevant.
Keep the packaging
Do not discard cartons, pallets, foam, wrapping or other packaging while a freight or damage claim is being evaluated unless instructed otherwise.
Concealed damage
If damage is discovered after unpacking, stop installation and contact Nexus promptly. Provide the order number, photographs and a description of what was found.
Do not install damaged electrical or mechanical equipment
Equipment with impact damage, cracked housings, compromised wiring or other questionable conditions should be evaluated before installation.
What Nexus needs
- Order number
- Product name and model
- Tracking or freight information
- Photos of packaging and product
- Description of the damage
- Any damage notation made with the carrier
Start at the Nexus Customer Help Center or contact Nexus as soon as practical.