Delivery Day Checklist: Inspecting Your Order & Handling Damage

Most furniture and appliance deliveries go fine. When they don't, what happens in the first ten minutes after the truck arrives usually decides how easy it is to fix. Damage you point out before the crew leaves, with a photo and a note on the paperwork, is a straightforward claim. Damage you discover three weeks later, after the boxes went to the curb, is an argument.

We deliver furniture, mattresses and appliances around Southeast Michigan, and we've been on both sides of this: as the crew carrying the sofa, and as the store calling a manufacturer or freight company about something that arrived broken. This guide covers how to prepare, what to check before you sign, what to do if something is damaged, and how claims actually work with stores, online sellers and freight carriers. If you're still deciding whether a piece will fit, start with the Will It Fit? measuring guide.

Before Delivery Day

• Confirm what kind of delivery you paid for. "Curbside," "threshold," "room of choice" and "white glove" are very different services. Curbside means the driver may leave a 200-pound sofa at the end of your driveway. White glove usually includes carrying it in, unpacking, basic assembly and taking the packaging away. Ask which one you're getting and what it includes, in writing.
• Ask about haul-away. If you need an old mattress, sofa or appliance removed, arrange it in advance. Many crews can't take it if it wasn't on the order.
• Measure the path from the truck to the room: every door, hallway, stair turn and ceiling height on the way. Send the measurements to the store if you're unsure. A piece that can't get in is the most common "failed delivery" we see, and it isn't damage — it may come with a return or restocking fee.
• Clear the path. Move rugs, shoes, wall art at shoulder height, and anything on the stairs. Prop open storm doors. Put pets in a closed room.
• Plan for weather. In a Michigan winter, shovel and salt the walk and driveway. The crew can't safely carry a refrigerator over ice. In rain, have old towels by the door for floors.
• Prepare appliance hookups. For washers, confirm the shut-off valves work and aren't seized. For dryers, have the right outlet (gas, or a 4-prong vs. 3-prong electric outlet) and a clear vent path. For dishwashers and refrigerators with ice makers, know where the water shut-off is. Our washer & dryer guide and kitchen appliance guide cover installation requirements.
• Be home, or have an adult there who can inspect and sign. Whoever signs for the delivery is the person whose signature the claim depends on.

What to Check Before You Sign

You are allowed to take a few minutes to look things over before signing. Good delivery crews expect it. If there's pressure to sign first and inspect later, write "subject to inspection" or a note about the condition next to your signature.

For every item

1. Count the pieces against the delivery paperwork. A sectional, bed or dining set may come in several boxes. A missing rail or chair is easy to miss until assembly.
2. Look at the boxes before they're opened. Crushed corners, punctures, tears, and forklift holes are a reason to look extra carefully at what's inside. Photograph damaged packaging before it's removed.
3. Unpack and inspect in good light. If the crew isn't unpacking, open it while they're still there if you can. Use your phone flashlight at a low angle across wood surfaces: it shows scratches and dents that overhead light hides.
4. Check the corners, legs and edges — they take most of the hits in transit.
5. Make sure it's what you ordered: the right size, color, fabric, finish, configuration (left-arm vs. right-arm facing sectional pieces) and model number.

Upholstered furniture

• Fabric snags, tears, stains, and seams that are pulling.
• Unzip one cushion and check the fill is intact and the cushion fits the cover.
• Lift a corner to check the frame isn't cracked; a broken frame often makes a creak or clicking sound and one leg won't sit level.
• For recliners and sleeper sofas, operate the mechanism fully, both open and closed. For power recliners, plug it in and run every button.

Case goods and tables

• Open every drawer and door. Check that they slide and close and that the hardware is all there.
• Check mirror glass and tabletop glass for cracks and chips, especially at corners.
• Set the piece on a flat floor and check for wobble.

Mattresses

• Check that the law tag and size are correct and that the plastic is intact; a torn bag can mean dirt or moisture.
• Look for stains and tears. Most mattress warranties are voided by stains, so put a mattress protector on immediately.
• For a bed-in-a-box, give it the manufacturer's recommended time to expand (often 24 to 72 hours) before judging its height or feel.

Appliances

• Walk around all sides for dents and scratches, including the sides that will be hidden. Hidden-side damage can still matter if you ever move it, and it may point to internal damage.
• Open the doors and check gaskets, shelves, bins and the glass on ovens and microwaves.
• Check the back for crushed coils, tubing or wiring.
• If it's installed, run it: a short washer cycle, a few minutes on each burner, and confirm the refrigerator begins cooling. Look for leaks under washers and dishwashers after the first run.

How to Sign the Paperwork

The delivery receipt (often called a bill of lading or proof of delivery) is the most important piece of paper in any damage claim. What you write on it matters.

• If everything is fine, sign normally.
• If something is damaged, describe it specifically next to your signature: "Left rear corner of dresser top dented, 2 in. scratch on front drawer," not just "damaged."
• If boxes are damaged but you haven't been able to inspect the contents, note the box damage: "Carton 2 of 3 crushed at corner, contents not inspected." Many people write "subject to inspection," and while that's better than nothing, carriers often treat it as too vague. Describing visible damage is stronger.
• If pieces are missing, write how many cartons you received: "Received 2 of 3 cartons."
• Take a photo of the signed paperwork and keep your copy.

If You Find Damage

1. Photograph everything before moving or repairing anything: the damage up close, the whole item to show where it is, the packaging, the labels and model numbers, and the paperwork.
2. Keep the packaging, at least until the claim is resolved. Many carriers and manufacturers require it to inspect or to return the item.
3. Report it fast — the same day if possible. Many sellers and carriers set short reporting windows for visible damage, often 24 to 72 hours, and somewhat longer for concealed damage you couldn't see at delivery. The deadline is usually in the terms of sale or the delivery confirmation email.
4. Contact whoever you paid, not the delivery company first. If you bought from a store, call the store. If you bought from an online marketplace, use its claims process. The seller is responsible for getting the item to you in good condition and will deal with the carrier.
5. Put it in writing. Follow up any phone call with an email that includes your order number, the photos, what was said and what was promised.
6. Don't use or repair the item beyond what's needed to inspect it, unless the seller says it's fine. Using a damaged appliance or trying a DIY repair can complicate a claim or void a warranty.

Concealed Damage: Found After the Truck Left

Concealed damage is damage you couldn't reasonably see at delivery: a cracked frame inside a sealed box, a shattered glass shelf inside a refrigerator door, a dent on the back of a dresser that came in against the wall. It's real and it happens, but it's harder to claim because the seller or carrier has to decide whether it happened in shipping or afterward.

• Inspect everything within a day or two of delivery even if you aren't ready to assemble it.
• Report it immediately once found, with photos of the item and the packaging it came in.
• Packaging evidence helps. A puncture in the box that lines up with a gouge in the furniture is the most convincing evidence there is.
• Expect an inspection. Some sellers send a technician or ask for more photos before approving a replacement.

What a Fair Resolution Looks Like

For most damage, there are four common outcomes. Which one makes sense depends on how bad the damage is and what you'd prefer.

A partial refund is often a good deal for an appliance with a dent on a side that will sit against a cabinet. It's the same logic as a scratch-and-dent sale, and it's how a lot of our own scratch-and-dent stock comes to exist. Just make sure the manufacturer's warranty still applies.

If the Seller Won't Help

• Escalate politely in writing. Ask for a supervisor or a customer relations contact. Keep it factual and include your photos and dates.
• Check your credit card protections. Under federal law, a charge for goods that weren't delivered as agreed can be disputed with your card issuer, generally within 60 days of the statement that first shows the charge. Many cards also offer purchase protection for damage. Debit cards and payment apps often have weaker protections.
• Contact the manufacturer for warranty coverage if the issue is a defect rather than shipping damage.
• File a complaint. In Michigan, the Attorney General's Consumer Protection division accepts complaints about businesses. The Better Business Bureau also mediates many disputes.
• Small claims court is an option for larger amounts if everything else fails. Michigan small claims courts handle disputes up to a limit set by state law; check the current limit with your district court.

After the Delivery

• Register appliances and save receipts. Warranty claims usually need the proof of purchase and the model and serial numbers.
• Read the warranty for exclusions. Many furniture warranties exclude damage from moving, sun fading and pets; mattress warranties are commonly voided by stains or an unsupportive frame.
• Re-tighten bolts on beds, tables and chairs after the first few weeks. Wood settles as it adjusts to your home's humidity.
• Protect it from the start: felt pads under legs, a mattress protector, and keeping upholstered pieces out of direct sun. Our furniture care guide covers the rest.
• Tip the crew if they did a good job on a difficult carry. It's not required, but it's appreciated.

Frequently Asked Questions