Shipments leave the warehouse in good condition. Bags are intact and securely strapped to the pallet before being wrapped with plastic. The warehouses and carriers we work with are experts. In a perfect world, every bag will arrive in pristine condition and you will never read this page. Unfortunately, problems may occur from time-to-time. We recommend that everyone to inspect every delivery thoroughly before signing the Delivery Receipt (POD) and allowing a driver to leave. By signing the POD, you accept ownership of the freight as-is. Carriers are not likely to offer settlement on claims when damage is not noted on the delivery receipt at the time of delivery.
If you discover an problem, don’t panic, we can help! Please do not reject your shipment unless advised to do so by our Outbound Logistics team. It is far easier to resolve any issues if the goods are in your possession, not a carriers’. While the driver is still on site, please call 206-454-3465 if:
Customers who coordinate their own freight should move forward in filing a claim with their freight vendors. Customers who have Atlas arrange their freight services should contact our Outbound Logistics team at Outbound.Atlas@nkg.coffee or 206-454-3465 and we will initiate a claim on your behalf. To submit a claim for you, we will require the following:
Carriers have 30 days to confirm receipt of a claim and 180 days to review and offer a settlement. Reimbursement for damages or loss may be contingent upon the carrier settlement.
If you believe that the wrong coffee is being delivered, please contact our logistics team for assistance. Return requests are reviewed and handled on a case-by-case basis. If a return request is approved, our team will walk you through the required process and provide an official Return Authorization. Reimbursement for returns will only be processed once the warehouse vendor provides Atlas Coffee Importers with a warehouse receipt and weight certificate.
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