True SPL1300 Owner's Manual page 5

Reporting Freight Claims or Parts Damage
Unfortunately, sometimes materials can be damaged during shipment. If materials are damaged during shipment, please
follow the guidelines below to determine the appropriate process for you to follow.
Severe Damage—Obvious damage to external packaging and internal product.
Please refuse the shipment and it will be returned to TRUE by the carrier. Contact TRUE product support by calling
800.883.8783 or sales support by calling 800.426.6570 Monday-Friday during normal business hours to notify us that the
shipment has been refused. Once we have received the damaged shipment, a replacement shipment will be sent to you.
If the shipment comes in multiple boxes, only refuse boxes with damage.
Slight Damage—Minimal damage to external packaging with unknown internal damage to product.
If the shipment has minimal damages and you are not sure if the actual product is damaged, you must sign the bill of
lading as damaged when accepting the shipment. Once you have opened the box and you have determined something
is indeed damaged, please gather the serial number, model number, description of damage, and photos of damage.
Please make sure the photos include the damaged product as well as the damaged box the product arrived in. Contact
TRUE product support (service@truefi tness.com // 800.883.8783) or TRUE sales support (sales@truefi tness.com //
800.426.6570) Monday-Friday during normal business hours.
Concealed Damage—No damage to external packaging but internal damage to product.
You may receive a shipment that looks intact and discover once the box has been opened that there are hidden damages.
Please notify the carrier immediately. TRUE will not be able to fi le a claim if the carrier is not notifi ed in a timely manner.
Once you have called the carrier you will need to gather the serial number, model number, description of damage, and
photos of damage. Contact TRUE product support (service@truefi tness.com // 800.883.8783) or TRUE sales support
(sales@truefi tness.com // 800.426.6570) Monday-Friday during normal business hours.
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