Window and Door Delivery Damage, Replacement and Closeout Plan

When a window or door shipment arrives damaged, incomplete or inconsistent with the packing record, preserve the condition, identify the affected opening and package reference, photograph what is observable, note the exception on the delivery record when appropriate, notify the contacts required by the signed order and track the agreed next action to closure. Do not discard packaging, repair, install or assign fault until the applicable instructions and responsible project parties have been reviewed.

A delivery exception can affect more than one item. One missing component may hold an opening; one uncertain mark may send the wrong unit to the wrong location; one incomplete record may delay a decision about replacement. The Builder needs a controlled exception log, not a chain of unstructured messages.

Stabilize the record before deciding the cause

Start with observable facts. Describe what can be seen or counted without diagnosing why it happened. Examples include a puncture in exterior packaging, a missing package number, a quantity difference, a visible surface condition or a unit mark that does not match the receiving record.

Follow the signed order, carrier instructions, delivery documents and safe site procedures. This article does not provide unloading, lifting, repair, glazing or installation instructions. If a condition may be unsafe, isolate the area and involve the qualified parties responsible for the actual project.

Do not write “carrier damage,” “factory defect” or “installer fault” unless the authorized process has reached that conclusion. A good record separates observation from cause, responsibility and coverage.

Match the exception to the package and opening

Before sending a general photograph, connect the issue to the controlled order:

• project and order reference;
• delivery date and receiving contact;
• crate, package or shipping-mark reference;
• opening or unit mark from the current schedule/drawings;
• item description and expected quantity;
• packing-list or delivery-document reference;
• location where the package was staged.

If the unit cannot be matched confidently, record that uncertainty. Do not guess an opening mark from appearance.

Build one exception record

Photograph the condition systematically

Use photographs to show context and detail. A practical record may include the full package, the package reference, the observed area from more than one useful angle and the surrounding condition. Keep the original files and avoid edits that remove context.

Photographs are evidence of what was visible at that time; they do not automatically prove cause or coverage. Do not open, move or alter a package solely to improve a photograph when doing so conflicts with safety instructions, delivery procedures or the applicable claim process.

The international packing guide explains the purpose of protective packaging and shipment identification. This article does not judge whether a particular package was adequate from an image.

Keep four exception types separate

Observed damage

Record the visible condition and affected reference. Avoid deciding whether the product is usable, repairable or covered until the responsible parties review the actual item and applicable terms.

Shortage

Compare the received count with the packing and delivery records. A missing loose accessory, package or complete unit may require different follow-up. Record exactly what is expected and what was observed.

Mismatch

A unit mark, configuration, finish description or quantity may appear inconsistent with the controlled order information. Preserve the record and request written clarification. Do not install or modify an item to make it fit a different opening without appropriate project review.

Concealed or later-observed condition

Follow the notice and inspection requirements in the signed order and applicable documents. There is no universal reporting deadline in this guide. Record when and how the condition was discovered and preserve the relevant evidence.

Use the delivery record correctly

Count packages and review their exterior condition before the delivery handoff is completed when site conditions and applicable procedures allow. Note visible exceptions on the appropriate delivery record rather than relying only on a later email.

The exact notation, notice path and deadlines depend on the carrier documents, signed order and transaction. The DDP unloading responsibility checklist covers the receiving handoff and site-readiness questions. DDP itself does not create a universal damage procedure or include installation.

Confirm the recovery scope in writing

Once the responsible parties have reviewed the exception, record the agreed next action. That may be further inspection, clarification, shipment of a missing item, a proposed replacement component or unit, or another project-specific resolution. Do not infer the scope from a phone call or a general statement such as “we will take care of it.”

The written recovery record should identify:

• the exact affected item and opening mark;
• the referenced photographs and documents;
• the proposed next action;
• who must review or approve that action;
• any project information still required;
• the project-specific target and update cadence;
• whether drawings, schedules or other controlled records must be revised.

This article does not decide whether repair or replacement is technically appropriate. It also does not promise warranty coverage, reimbursement or a replacement date.

Track the project dependency

An exception log should show what the issue affects. Does it block one opening, storage planning, installation by others, interior close-in or another project activity? Record the dependency factually and let the responsible project team decide the schedule response.

Use a separate target-date field for the project plan and a confirmed-date field for any date supplied by the responsible party. Do not present an unconfirmed target as a promise.

Close the exception completely

An email saying “shipped” is not closure. Close the record only when the project has the evidence required by its process. Depending on the actual scope, that may include:

• the replacement or missing item has been received;
• its identity and observable condition have been checked;
• the current schedule, drawing or package record has been updated if needed;
• the responsible project parties have completed their required review;
• open actions are cleared or transferred to another controlled record;
• photographs, communications and delivery documents are stored with closeout files.

Fictional example: one missing hardware package

In a fictional custom-home delivery, the receiving team counts the crates and notices that one loose hardware package listed on the packing record is not present. The supervisor photographs the received package marks, records the count and links the exception to the relevant unit marks. The responsible contact is notified through the process stated in the order.

The supplier reviews the record and confirms in writing which missing item will be sent. The Builder adds the agreed action, owner and target to the exception log. When the package arrives, the receiving team records its reference and observable condition, updates the project files and closes the item. The example does not decide fault, coverage or a universal reporting deadline.

Builder closeout checklist

• Every exception has a unique record.
• Package and opening references are confirmed or marked unconfirmed.
• Observations are separated from cause and responsibility conclusions.
• Original photographs and delivery records are preserved.
• Notifications follow the applicable order and carrier instructions.
• The agreed recovery scope is written and item-specific.
• Project targets are separated from confirmed dates.
• Replacement or missing-item receipt is recorded.
• Controlled schedules and drawings are updated where required.
• No item remains open without an owner and next action.

Frequently asked questions

What should be photographed when damage is found?

Capture the full package, its identifying reference, the observable condition from useful angles and enough surrounding context to understand the location. Follow applicable safety and delivery procedures.

Should damaged packaging be discarded?

Not until the applicable instructions and responsible parties have been reviewed. Packaging may form part of the project record, and disposal requirements depend on the actual process.

Who decides whether repair or replacement is appropriate?

The decision must come through the project-specific supplier, responsible professionals and contract process. A general article cannot approve a technical remedy.

Is there one universal deadline for reporting damage?

No. Review the signed order, carrier documents and applicable instructions immediately. This guide does not create or replace a contractual notice period.

Make delivery scope visible before production

Meruzy manages and coordinates manufacturing partners for custom architectural systems. Submit plans, schedules, destination and access information through the project quote form so packing and delivery scope can be addressed in the written quotation. Project quotations, proposed product drawings and revisions are free, and there is no minimum project amount. Actual exception, replacement and closeout procedures remain governed by the signed order and project-specific documents.

Project note: This guide provides general record-control guidance, not legal, safety, installation, glazing, repair, carrier-claim or warranty advice.