Claims Policy

Hi-line Wholesale Claims Policy

At Hi-line, we take pride in the quality and packaging of our products. However, we understand that damages, defects, or errors may occasionally occur. To ensure a smooth and efficient resolution, please review our wholesale claims process.

1. Claim Submission Window

All claims for damaged, defective, or missing items must be submitted within 30 days of the invoice date. Claims submitted outside of this window may not be accepted.

2. Shipping Liability & Transit Damages

Responsibility for filing claims for items damaged in transit depends on the shipping method used for your order:

·       Prepaid Shipping (Hi-Line’s Carrier): If your order was shipped using Hi-Line’s carrier network (prepaid freight), Hi-Line will manage the carrier claim. Please submit your claim directly to us following the steps in Section 3 below.

·       3rd Party Billed Shipping (Your Carrier): If your order was shipped using your own carrier account (3rd party billing), responsibility for the shipment transfers to you once it leaves our facility. You must file any claims for transit damage or loss directly with your designated freight carrier.

3. How to Submit a Claim (For Defects, Shortages, or Prepaid Shipping Damages)

To initiate a claim, please email wholesale@hilinegift.com with the subject line: Wholesale Claim - [Your Company Name] - Invoice # [Insert Number].

Your email must include the following information:

·       Invoice Number

·       Item Number(s) and quantities affected

·       Description of the damage, defect, or shortage

·       Clear photos showing the damage or defect (Please include at least one photo of the item and one of the box).

4. Review Process

Once your complete claim is received, the Hi-line team will review and respond within one (1) week.

·       Please note: We may request additional information or photos prior to issuing a resolution. *Do not dispose of the damaged items or the original shipping packaging until your claim has been fully resolved, as carrier claims may require a physical inspection.

5. Claim Resolutions

Approved claims will be resolved via one of the following methods, at Hi-line’s discretion:

·       Credit: A credit applied to your account for use on a future order.

·       Replacement: A replacement of the affected item(s). All replacement items will be shipped with your next wholesale order unless an expedited shipment is explicitly approved by Hi-line management.

·       Disposal/Return: Once a credit or replacement is approved, our team will advise whether the damaged items should be field-destroyed (disposed of) or shipped back to our facility.