The 48 hours after a damaged shower door delivery are the hours that determine whether the problem resolves quickly or becomes a months-long dispute. The difference isn't usually about the supplier's willingness to replace — most reputable suppliers have damage replacement policies and honor them. The difference is documentation: whether the damage was noted at the right time, photographed in the right way, and reported through the right channel before the window closed.
Here's the exact sequence, with the specific mistakes that close that window.
Before the Carrier Leaves: The Window That Can't Be Reopened
The mistake most people make: They sign the delivery receipt, bring the crates inside, and discover the damage only after the carrier has left. They then call the supplier and report the damage — and discover that an unnotated delivery receipt significantly complicates or voids the freight damage claim.
Why this window is critical: Glass shipments travel as LTL (less-than-truckload) freight, which means they change hands multiple times between origin and delivery. When damage occurs — whether in loading, transit, or final delivery — the freight carrier's liability is established at the point of delivery. If you sign the receipt without noting visible damage, you're certifying to the carrier that the shipment arrived intact. Disputing this after the fact requires proving that the damage occurred before delivery rather than after — a burden that's difficult to meet and often unsuccessful.
The correct action at delivery:
Before signing anything: Walk around the crate with the delivery driver present. Look for:
External crate damage — crushed corners, split wood, punctures
Evidence of impact — staining, dents in the crate face, hardware that has shifted through packaging
Moisture damage — watermarks on the crate exterior that indicate the shipment was exposed to weather
If you see any of the above, note it explicitly on the delivery receipt before signing. The notation should be specific: "Crate corner crushed, possible glass damage — inspection required" is better than "damaged." "Box dented" is not specific enough to support a damage claim.
If the damage is obvious and severe — crate fully broken open, glass visibly shattered through the packaging — refuse the delivery. A refused delivery returns to the carrier and the supplier manages the claim directly. This is the cleanest outcome when damage is severe and unmistakable.
If damage is possible but uncertain — external crate damage that might or might not have affected the glass — accept the delivery with damage notation on the receipt and inspect immediately.
The First 30 Minutes: Photography
The mistake most people make: They unbox the glass, find the damage, and take photos of the damaged panel without photographing the crate or packaging first.
Why this matters: The photos that support a damage claim need to show the damage originated in transit, not in handling after delivery. This requires a photographic record of the crate condition before and during unpacking — not just the glass after it's out of the box.
The correct photography sequence:
Photograph the full crate exterior before opening — all four sides and the top. If there's external damage, photograph it in detail.
Photograph the straps, seals, or banding before cutting them. Intact banding that was applied at origin confirms the crate wasn't opened and repacked.
Photograph the interior packaging as you remove it — foam layers, corner protectors, any packing materials in place before removal.
Photograph the glass panel before moving it — in its packaging position, showing any visible damage.
Photograph the damage in detail — the crack, chip, or break in clear focus with a scale reference (a coin, a ruler) next to it.
Photograph the SGCC certification etch on the panel — this confirms which panel it is and links the damage documentation to the specific product.
Minimum: 15–20 photographs across these steps. More is better. The photographic record is the evidence that supports the claim; gaps in it create gaps in the claim.
Within Two Hours: Inventory and Full Inspection
The mistake most people make: They focus on the obviously damaged panel and don't inspect the rest of the shipment until later — sometimes after installing undamaged components.
Why this matters: A damage claim that covers one panel filed today is cleaner and faster to process than a supplemental claim for a second damaged component discovered three days later. File once, completely, rather than filing multiple times.
The correct inspection process:
Work through the packing list item by item. For each glass panel:
Remove from packaging completely
Inspect all four edges (chips at edges are the most common transit damage)
Inspect both faces (surface cracks may be hairline and require good lighting at an oblique angle to see)
Confirm the SGCC mark is present and readable
Check that pre-drilled holes (if any) are correct and undamaged
For hardware:
Confirm all components are present against the packing list
Inspect finish for transit damage — scratches, dents, or finish damage distinct from normal handling marks
Document everything in the inventory check. Any discrepancy — missing item, damaged item — goes into the damage report.
Within Four Hours: Report to the Supplier
The mistake most people make: They wait until the next business day, or until they've "thought about what they want to do," or until they've called a contractor to get an opinion. Every hour that passes between delivery and damage report is an hour that works against the claim timeline.
The correct reporting process:
Contact Unikoo's support team at 888-404-5533 (Monday–Friday 8AM–5PM PT) or at info@unikoogroup.com with:
Order number
Delivery date and time
Description of damage found (be specific: "hairline crack on UKS04 glass panel, left face, approximately 14 inches from lower right corner" is better than "cracked glass")
Notation of whether damage was noted on the delivery receipt
The full photo documentation attached or ready to send
The supplier's ability to process a claim quickly depends on having complete information immediately. A report that says "the glass is damaged, I'll send photos tomorrow" starts a slower clock than a report that includes full documentation.
Within 24 Hours: Carrier Claim (If Applicable)
The mistake most people make: They assume the supplier handles everything and they don't need to file anything with the carrier.
How it actually works: For factory-direct suppliers who have a shipping relationship with the carrier, the supplier typically initiates the freight claim on the buyer's behalf — but they need the buyer's damage documentation and confirmation that the damage was noted at delivery to do so effectively. For some shipment configurations, the buyer may need to file directly with the carrier.
Ask the supplier explicitly: "Do I need to file anything with the carrier, or do you handle that?" Get a clear answer in writing. Then confirm within 24 hours that the claim is in process.
Within 48 Hours: Replacement Timeline Confirmation
By 48 hours after delivery, the damage report should be filed, the documentation should be with the supplier, and you should have a written confirmation of:
Whether the damage claim is accepted
What the replacement process is (replacement panel only, full replacement shipment, or other resolution)
The estimated timeline for replacement delivery
For Unikoo, standard damage replacement for in-stock configurations typically ships within 3–5 business days of claim acceptance. Custom configurations may require additional fabrication time. Confirm the timeline in writing so the project schedule can be adjusted if needed.
The Documentation Checklist
Before the carrier leaves：
Inspected exterior crate for visible damage
Noted any damage on delivery receipt before signing — specific language, not just "damaged"
Photographed crate exterior before opening
First 30 minutes:
Photographed unpacking sequence — interior packaging before removal
Photographed all glass panels before moving
Photographed damage in detail with scale reference
Photographed SGCC etch on damaged panel
Within two hours:
Completed full inventory against packing list
Inspected all glass edges and faces
Documented all discrepancies — missing items, damaged items
Within four hours:
Reported to supplier with order number, damage description, and photo documentation
Confirmed whether delivery receipt notation was made
Within 24 hours:
Confirmed carrier claim process with supplier
Received written acknowledgment of damage report
Within 48 hours:
Received written confirmation of claim status and replacement timeline
A damaged delivery is a logistics problem, not a renovation crisis — if the documentation is correct. The window for correct documentation is measured in hours, not days. Everything in this guide happens before you call the contractor, before you decide what to do about the project schedule, and before you do anything with the undamaged components of the shipment.
For Unikoo damage reports: call 888-404-5533 Monday–Friday 8AM–5PM PT, or email info@unikoogroup.com with your order number and photos. The faster the report, the faster the resolution.
Report a delivery issue — 888-404-5533 · Shop frameless shower doors · Custom configurations — replacement orders prioritized
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