Freight Damage Policy

Novum Medical Products of NY, LLC ships medical equipment and furnishing to customers through small parcel carriers (FedEx Ground and UPS), Less than Truckload Shipments (LTL), and full truckload shipments.  

All LTL and most full truckload shipments are hand packaged by authorized Novum Medical Products personnel on pallets protected in custom-made boxes and banding used to stabilize the product. All product boxes are marked with Novum labels. This has dramatically reduced transit freight damage; however, freight carriers occasionally damage merchandise. In the event of damage, it is essential to follow the procedure below to ensure reimbursement for any expenses associated with the damages.

In some cases, Full Truckload shipments will not be palleted. This will only occur when shipments are direct Dock-to-Dock shipments. Customers will be made aware of this prior to the shipment.

FREIGHT ROUTING THIRD PARTY: Third-party or collect shipments with the title (ownership) passing to the customer when signed for by the trucking company.

FREIGHT ROUTING PREPAID:  Freight carriers utilizing as direct as possible to the destination, minimizing bulk break distribution centers and interline carries are the preferred carriers used by Novum Medical Products.

FREIGHT DAMAGES: When receiving shipments, verify that units arrived at your Facility or dock in Novum boxes banded to our pallet. The only time Novums orders arrive without skids, not banded or not packed in Novum labeled boxes, will be in select “Full Truckload shipments,” and you will be notified ahead of time. Please make a visual inspection before signing the delivery receipt. Always check for crushed boxes, holes in boxes, and water damage.

Any claims resulting from lost or damaged merchandise during third-party freight routing are the customers’ responsibility.

Note: Novum Medical Products recognizes the inconvenience experienced by its customers when filing claims and, at the customers’ request, will attempt to make special arrangements to assist in the claim process if a third party or collect shipment is refused due to damage at the time of delivery,

Novum Medical Products will handle any damaged shipment when using a prepaid routing. The customer is required to report the damage immediately. If damage is not reported within five (5) days for LTL/ Truckload and one (1) day for small package shipments (FedEx and UPS), we will not be able to process a claim.

FREIGHT SHORTAGE: Each shipment has a bill of lading and a packing list. The Bill of Lading identifies the total number of pallets, and the packing list identifies the individual items shipped. If you received a shipment with a shortage:

  • You must note the shortage on the carrier delivery receipt before signing it at the time of delivery. For example: “15 cartons received-1 carton short”.
  • Retain a copy of the signed delivery receipt indicating the shortage.
  • Immediately notify Novum Medical Products Customer Service Department @ 716-759-7200 of the shortage. Before calling, determine which unit or items are missing.


VISUAL DAMAGE UPON RECEIPT: Upon receipt of a shipment, inspecting for any visible damage is imperative before signing for receipt. Unless otherwise notified, all equipment is shipped in Novum Labeled boxes and strapped to a pallet. If a unit arrives off the pallet, note on the delivery receipt – “SHIPMENT RECEIVED OFF PALLET.”

  • Inspect each unit for visible damage. If a unit is damaged – note on the delivery receipt “REFUSED DUE TO DAMAGE.” If the shipment is more than one unit, please note the unit’s serial number that is being refused.
  • Retain a copy of the signed delivery receipt indicating the refusal. Immediately notify Novum Customer Service Department @ (716)759-7200 of the refusal so that a replacement can be sent.

CONCEALED DAMAGE: Sometimes, merchandise is accepted by the customer with no apparent carton damage or without noting and damage on the delivery receipt, but when unpacked, the damage is found. This is the most troublesome type of freight problem. Freight carriers are very uncooperative in these cases. Therefore, Novum Medical has established a procedure to assist you in resolving concealed damage problems. Please review this procedure carefully. It is intended to minimize the burden and cost to you but requires timely action.

  1. Upon receipt, always verify that units shipped arrived on pallets (You will be notified prior to shipping if products in full truckload will Not be palleted). Make a visual inspection of boxes, looking for any type of damage (e.g., crushed, holes, bent boxes, oil marks, watermarks, or skid marks when freight is loaded on top of units). Smaller shipments shipped via UPS or FedEx should follow the same visual inspections (e.g., boxes crushed, boxes re-taped, oil marks, and water stains). Any visible damage found at the time of receipt should be noted on the delivery receipt, i.e., “BOX CRUSHED POSSIBLE DAMAGE.” 
  1. If a product arrives at your Facility or dock off the pallet, refuse the shipment, mark the delivery receipt “SHIPMENT RECEIVED OFF SKIDS – REFUSED” If the pallet is broken, request to check the merchandise before accepting. If there is no visible damage, note on the delivery receipt that “SHIPMENT RECEIVED ON BROKEN PALLET” in case damage is found after the driver leaves. If there is visible damage, box item back up and refuse the shipment, mark on the delivery receipt “SHIPMENT DELIVERED DAMAGED.” 
  1. Novum Medical can file claims with its carriers within five (5) days of the delivery date if the merchandise is still located at the delivery address. Therefore, we urge you, if possible, to open immediately. 
  1. Small package shipments via UPS and FedEx only have one (1) day to report concealed damage from the time of delivery. We urge you to open all small packages on the same day of delivery. In any concealed damage case, report the damage immediately to Novum’s Customer Service Department @ (716)866-0601. 
  1. If a product is received free and clear, without any damaged notes marked on the delivery receipt, a claim will be difficult to process with the Carriers. Novum customer service will work with you to minimize losses, but the repair or replacement responsibility will pass to the customer.
  1. If Novum is not notified of damages within five (5) days from the time of receipt on LTL shipments or One (1) day from the time of receipt, responsibility for freight claims passes to the customer. 

All Novum Medical Products policies and procedures for freight shortages and damages as described above apply to shipments made to our customers in the USA and Canada