Shipping Damage Policy
Shipping damage is rare but not zero. ECMs traveling through carrier networks occasionally arrive with physical damage — crushed cases, snapped connector pins, dropped-package symptoms. This policy explains how we handle it on inbound and outbound shipments and what your role is in the claim process.
Inbound Damage — ECM Arrives Damaged At Our Shop
When an ECM arrives at our shop with visible shipping damage, we document it immediately — photos of the package exterior, photos of the ECM showing the damage, condition notes from the carrier delivery if available. We notify you within the business day and pause processing until we've confirmed the situation.
Inbound damage is the customer's carrier claim. The shipping was contracted between you and the carrier; the insurance applies to that shipment; the claim documentation flows through you to the carrier. We provide the documentation we collected (photos, delivery condition notes, weight/dimension records) to support your claim, but we're not the claimant.
Once you've initiated the carrier claim, we work with you on the next steps. Sometimes the damaged ECM is still operationally salvageable — case dents that don't affect the internals, surface damage that doesn't reach the circuit board. We can attempt programming and confirm whether the ECM still functions. Sometimes the damage is severe enough that the ECM is unrecoverable and you'll need a replacement core; we can usually advise on sourcing options based on platform.
We do not refund the calibration service fee for unrecoverable inbound damage — we haven't done the work. But we don't charge for the damage assessment time either; documenting and reporting damage is operational courtesy, not billable work.
Outbound Damage — ECM Arrives Damaged At Your Location
When we ship a programmed ECM back to you and it arrives damaged, the situation is different. We contracted the return shipping; the insurance applies to that shipment; the claim documentation flows through us to the carrier. You report the damage to us; we initiate and manage the carrier claim.
When damage is discovered at delivery: Refuse the package if possible, or accept it with explicit damage notation on the delivery receipt. Photograph the package before opening if it has external damage. Open the package and photograph the contents. Notify us within 24 hours of delivery.
When damage is discovered after opening: Stop and document. Photograph the package, the packing materials, and the damage to the ECM. Save the original packing materials — carriers often require these for inspection during claim review. Notify us within 48 hours of delivery.
We file the carrier claim, manage the inspection process, and coordinate replacement. If the damaged ECM is unrecoverable, we work with you on getting a replacement ECM programmed at no calibration service cost (the original work was done; the replacement work is recovery, not a new service). Replacement core sourcing is the customer's responsibility but we typically advise on options.
Carrier Insurance Recommendations
Standard carrier insurance is typically $100 — far below the replacement cost of a heavy-duty diesel ECM. We strongly recommend insuring outbound shipments at full replacement value, and we recommend you do the same on your inbound shipment to us.
Replacement value varies substantially by platform. Older Cummins B6.7 / ISC platforms might be $800–1,500 for a used core; newer Paccar MX-13 ECMs might be $2,500–4,000; some Volvo D-series ECMs reach $3,000–5,000 depending on configuration and availability. The extra few dollars of insurance is worth it.
Domestic shipping insurance is typically 1–2% of declared value above the carrier base coverage. International shipping insurance is more variable — DHL, UPS, and FedEx all offer additional coverage at the carrier counter. Ask for the maximum coverage available within reason.
Common Damage Patterns And Causes
In our experience, shipping damage breaks into three patterns:
Dropped-package damage: Crushed corners on the box, deformed ECM case, sometimes cracked plastic on connector housings. Usually caused by package falling off a conveyor or being dropped during sorting. Insurance typically covers if the damage is documented at delivery.
Punctured or crushed connector pins: Connectors sticking out of the package face when the ECM wasn't properly recessed inside the packing material. The first thing to hit anything else gets damaged. This is preventable with proper packing.
Water damage: Rare but happens during weather events when packages get wet on loading docks or during ground transport. Water damage on electronics is often unrecoverable. Sealed plastic bag inside the shipping box during inclement weather seasons.
Following the shipping guide for packing instructions reduces damage risk substantially. We pack outbound shipments with the same standards we recommend for inbound.
What Falls Outside This Policy
Improperly packed inbound shipments. If an ECM arrives damaged because the customer shipped it without proper packing material, the damage isn't a carrier liability — it's a packing failure. Follow the shipping guide before sending the ECM.
Damage discovered after substantial post-delivery handling. If you've had the ECM in service for two weeks and then call about shipping damage, the claim window has closed. Inspect at delivery.
Damage from customer-side reinstall errors. A broken connector pin from forcing the harness during reinstall isn't shipping damage. It's reinstall damage. We'll diagnose what happened, but it's not a carrier claim.
Related Pages
ECM Arrived Damaged?
Document immediately — photos of package and contents — then contact us within 48 hours of delivery. The claim process moves fastest with complete documentation.