Claims FAQs

When Your Shipment Arrives

• When delivering LTL shipments, the driver will present a BOL (Bill of Lading) for your signature.
  • Bill of Lading: A document that details the shipment, including the freight, parties involved (shipper, consignee, etc.), destination, and terms of transport. When signed and/or notated at delivery by the consignee, it serves as proof of delivery and is used to support any future claims against the carrier for items damaged or lost in transport.
  • Check whether the pallet is wrapped in blue wrap. If the wrap is torn, missing, or if any damage is visible, note it on the BOL before signing and returning it to the driver.
    • An unmarked BOL indicates the shipment was received in good condition and can invalidate later damage claims. Documenting any external damage or tampering is essential to hold the carrier liable and secure compensation, whether the shipment is accepted or refused by the consignee.
• If applicable, take photos of any damage or tampering to pallet or parcel shipments to submit alongside your claim.
• Verify your shipment against the associated invoice or packing slip and record any damages, shortages, or overages.

Filing a Claim

• You may submit a claim by calling or emailing Client Services, filing online through your web account, or submitting it through your local sales rep.
• All discrepancies and claims must be reported within 10 days of the receipt of goods; however, we frequently extend this up to 30 days as a courtesy.
  • Only one claim per invoice can be processed, so we highly advise that items are promptly checked upon arrival against the associated invoice or packing slip for any damages, shortages, or overages.
• DO NOT donate or dispose of items until ALL reported items have been confirmed, as doing so beforehand may result in ineligibility for credit.
• To process your claim, please provide the following information:
  1. Customer account number OR Company name with billing zip code
  2. Invoice number associated with shipment (begins with CI00) OR Order number (begins with CS00)
  3. Product code(s) and quantity affected
  4. Detailed description of the damage, overage, or shortage to each SKU#
     • Include details about the box, pallet, or internal packaging, if relevant. (Creative Co-op pallets always ship with BLUE wrap and tampering could indicate carrier damage or shortages.)
     • Example: 4 – DF9134A – arrived broken into pieces, box was smashed
     • 1 – DA9054 – Shortage. Pallet was rewrapped in clear wrap
  5. Photos of the affected items that clearly show the reported damage
     • For multiple items of the same SKU, one photo is acceptable if all damaged pieces are visible.

Common Claims

• Assembly instructions can be provided as needed or requested to determine what parts are included with an item, or if credit needs to be issued for a damaged or non-functional item.
• Replacement items may be ordered upon request and must meet minimum quantity requirements, as case packs cannot be broken for individual items or pieces.
  • Replacement parts may be available for select items upon request, pending product team approval.
    • If in CCOI inventory, processing and shipment may take up to 7 business days.
    • If shipped directly from the vendor, delivery to CCOI typically takes 2-3 weeks, followed by up to 5 business days for processing and shipment.
• Damaged lampshades: CCOI is unable to ship replacement shades, as the lamps cannot be disassembled for individual parts and shipping a shade alone risks the item arriving with similar damage.
  • If you would like to keep the lamp and source a replacement shade locally, a discount can be offered. Otherwise, call tags may be issued for return, and credit will be processed upon receipt.

• Sweating candles: Temperature changes can cause wax to expand or contract, bringing small droplets of oil to the surface. This cosmetic effect does not impact performance, quality, or safety. Gently blotting the surface with a cloth or paper towel will improve the appearance, and the candle will still burn normally.
  • If the issue persists, call tags may be issued for return, and credit will be processed upon receipt.
• F+F Expiration Dates: Finch + Fennel products may ship up to six weeks before its expiration date.
  • Per our product team, the "best buy" date is a guideline and does not necessarily reflect immediate product instability on that date.
  • Upon receipt of items, a loose lid, missing seal, or clumped/moist contents may indicate tampering, and a claim should be submitted.
  • When submitting damaged F+F product, please provide the Lot #. This is typically printed in white, yellow, or black on the front of the vessel, label, or lid (e.g., L12345).

• "Appearance may vary": Natural variation in certain items is considered acceptable, as it adds to the uniqueness of the finished product. Photos must be submitted and reviewed to determine eligibility for return or credit.
  • Terms frequently used in the item name, product description, or specifications indicating variation include:
    • Found or reclaimed
    • Hand-made construction (Example: hand-carved, hand-woven, hand-blown, etc.)
    • Distressed
    • Natural
    • Mango wood
    • Reactive or Crackle glaze
    • "Each One Will Vary"

• Pillow labels/tags: Per California law, labels must be sewn on the outside of pillows. ALL inventory has been updated to comply with these requirements.
  • How to remove the tag without damage:
    • Use sharp scissors or a seam ripper to carefully cut the tag close to the stitching without cutting the seam or fabric.
    • Snip a few threads at a time rather than pulling the tag off at once.
    • Keep the tag for warranty or returns.
    • Alternative option: If you prefer not to remove the label, call tags may be issued to return the pillows to CCOI for credit.