Damage Claims

Bill of Lading (BOL). Every fireworks' shipment is accompanied by a BOL. This is the document you must sign when you accept your delivery.

When your shipment arrives, you must thoroughly inspect it for damage. Take photos of damaged cartons. Any damage or shortage must be noted on the Bill of Lading and you must sign it. Failure to do this will render your shipment ineligible for a freight damage claim.

All damage claims must be made within 48 hours of receipt of your shipment. Delay in notifying us of damage or shortage may result in a loss to you. Captain Boom Fireworks is not liable for any damage that occurs during transport, but we will work with you to file an eligible damage claim with the freight company on your behalf. We do not guarantee any compensation for damages, and we do not reship damaged items until we have a determination of loss from the freight company.

Damage claims are a long process and will take more than 4 weeks to settle.

How to File a Freight Claim:

1. Upon delivery of your shipment, count the number of cartons you are supposed to receive and ensure the count matches the BOL. Inspect external packaging carefully and document any visible damage or shortage on the BOL in the presence of the driver. Note: Do not detain the truck driver while you check the inside of the cartons for damaged product.  This could result in a "Driver Detention Fee" charged by the freight company.  It is sufficient to note exterior damage on the BOL and inspect the carton contents after the driver leaves.

2. Sign the BOL and retain your copy or take a photo of it. Do not let the driver sign for you.

3. If damage is present, take clear pictures of visible damage to the external cartons.

4. Notify us via email of missing or damaged items within 48 hours of receiving your shipment.

5. Include your order number, attach clear images of the damage, and a readable photo of the signed BOL with your notification email.

6. We will reply to your damage claim email, verifying receipt. If you do not receive a reply within 24 hours, follow up with a phone call to us to ensure we have received your email and proof of damage.

If you are missing an item, you must notify us by email within 48 hours of receipt of your shipment.

Take these steps before you call or email us:

1. Search through any packing materials that were in your box. Small missing items are often found there.
2. Compare your packing slip with the items you received to verify that we did not make a product substitution.

If something is still missing, take a photo(s) of everything you did receive. Email us the photo(s) with a list of the missing item(s).

When we receive your email, we will review our paper and video records of your order being packed. If we can verify the shortage, we will issue a credit for any items we missed within 10 business days.

If no claims are made within 48 hours, you will not be issued any form of credit.

We do not reship missed items but, we are happy to include them if you wish to place a second order.

Note: Do not check your order for accuracy during the delivery process. Delaying the driver may result in detention charges that will be billed to you directly by the freight company. Captain Boom Fireworks is not responsible for extra charges that occur during delivery.

We use special boxes and carefully pack your order, so damage to an item(s) inside a box is rare.

If something inside is damaged, take pictures of the undamaged shipping box from all sides, so that we can verify the damage was not caused by the freight company. Then, take pictures of the damaged item from all angles. Email us your photos within 48 hours of receipt of your shipment. If notice of damage is not received within 48 hours of delivery, we do not compensate.

If the item is determined unusable, we will credit you for that item. We reserve the right to credit you in the form of a store credit to use on a future purchase.

Note: We do not compensate for cosmetic damage such as a torn label or dented box, where the inner product is unharmed.