When your food packaging delivery arrives, it is important to check it carefully before it is moved into storage or unpacked.
Every order leaving SystemPAK is checked, securely wrapped and labelled. However, parcels and pallets pass through courier depots and distribution networks before reaching you. Although damage is uncommon, checking your delivery straight away makes any problem much easier for us to investigate and resolve.
Our terms and conditions explain the delivery process in full. Here, we have broken down the most important points and the steps to follow if something is not right.
Why your delivery should be checked on arrival
Our terms ask customers to check every consignment when it is delivered and report any shortages or transit damage within three days of receipt.
This three-day reporting window gives us the best opportunity to raise a claim with the courier or manufacturer and arrange an appropriate solution. The sooner you contact us, the sooner our team can begin looking into the issue.
If possible, make sure someone is available to inspect and receive the delivery when it arrives.
What to check when your order arrives
1. Confirm the number of boxes or pallets
Check the number delivered against your order paperwork. If anything appears to be missing, make a note before signing for the consignment.
2. Inspect the outer packaging
Look for visible signs of damage, including:
- Crushed or split boxes
- Torn shrink wrap
- Punctures
- Water damage
- Damaged pallet corners
- Boxes that appear to have been opened or resealed
If you notice anything unusual, record it on the delivery paperwork.
3. Refuse a clearly damaged pallet if necessary
You do not have to accept a palletised delivery that is visibly damaged. If you refuse the consignment, it will be returned to the warehouse so that we can assess the issue and arrange replacement goods where appropriate.
4. Sign accurately for a partly damaged delivery
If only part of the consignment is damaged and you choose to accept it, record the number of affected boxes when signing.
If there is visible damage, do not sign to say the consignment was received in good condition. An accurate delivery note helps us support your claim.
5. Take photographs before unpacking
Photograph the full pallet or consignment before removing the wrapping, opening boxes or moving the goods into storage.
These images provide a clear record of how the order arrived and help us establish where the damage may have occurred.
6. Keep damaged goods to one side
Do not dispose of damaged packaging until we have assessed the claim and confirmed what to do next. We may need additional photographs or arrange for the goods to be collected.
Courier and pallet deliveries
The delivery process differs slightly depending on how your order is sent.
Courier deliveries
Courier deliveries should be checked on receipt, with any damage reported to us within three days.
Two delivery attempts will be made before the order is returned to the warehouse. If re-delivery is required, an additional charge will need to be paid before the goods can be sent out again.
Palletised deliveries
Pallet deliveries should also be checked on arrival. Any visible damage must be recorded when signing for the delivery and reported to SystemPAK within three days.
Only one delivery attempt is included for palletised orders, so please make sure someone is available to receive and inspect the pallet. A charge will apply if re-delivery is required.
You can find further information about lead times, delivery areas and possible surcharges on our delivery and shipping information page.
How to report damaged or faulty goods
If you discover damaged or faulty packaging, contact our team as soon as possible.
Clear photographs help us assess the problem and progress your report efficiently. Please provide:
- A photograph of the damaged box before it is opened
- Images showing all labels on the outer packaging
- Photographs of the internal and external packaging
- A clear image of the delivery label
- An image showing the affected items in full
- Close-up photographs of the damage
- One photograph showing all affected items together, where possible
- The number of damaged or faulty containers and lids
If the damage only becomes visible after opening a box, photograph the contents before removing them.
Where a fault only appears when the packaging is used, a short video may help us understand the issue more clearly.
Please do not return damaged goods directly to SystemPAK. Contact us first and we will arrange a collection where required.
What happens after you report a problem?
Once we receive your report and supporting photographs, our team will assess the information and contact you to discuss the available options.
Depending on the circumstances, the outcome may include:
- Partial replacement of the affected goods at no additional cost, where you would like to retain the remainder of the order
- A pro-rata refund if you would like to keep some of the order
- A credit note or discount voucher where most of the consignment has already been used
Our terms also state that reported damage affecting less than 2.5% of the items received is considered within the satisfactory quality tolerance commonly applied within the packaging industry. In these cases, a refund would not normally be offered.
For example, this would apply where six units are affected within a consignment of 250. This tolerance relates to our own claims process and does not affect any statutory rights you may have.
Before placing a larger packaging order
There are a few simple checks that can help prevent problems before you commit to a full production quantity.
Test a sample with your product
Food containers can perform differently depending on what they hold, how they are filled and the temperatures at which they are used or stored. This is particularly worth testing across our tamper evident containers and top seal ranges, where sealing performance depends heavily on the fill.
Our containers are tested as empty products. We therefore recommend carrying out your own trials using the actual food product, filling process and storage conditions you intend to use.
Free packaging samples are available to help you test suitability before ordering in volume.
Review the technical data sheet
Customers should check the relevant technical data sheet before purchasing to ensure the packaging is suitable for its intended use.
If you are unsure about temperature limits, storage, sealing or compatibility, our team will be happy to help.
Check container and lid quantities
When ordering in bulk, the number of containers and lids may not be identical. This is because products are packed according to their standard carton quantities.
Check the quantities shown on the product information or speak to our sales team if you need help calculating your order.
Frequently asked questions
How long do I have to report transit damage to SystemPAK?
Please notify us within three days of receiving your order. This allows us to investigate the problem and raise a claim with the courier or manufacturer where appropriate.
This reporting process does not replace any statutory rights you may have in relation to damaged or faulty goods. Please refer to our full terms and conditions for further details.
Can I refuse a damaged pallet delivery?
Yes. If a pallet is visibly damaged, you can refuse the consignment. It will be returned to the warehouse and we will arrange replacement stock where required.
What if I only find damage after accepting the delivery?
Contact us as soon as possible and within the three-day reporting window. Take photographs before removing the affected packaging from its box and keep all damaged goods and packaging to one side.
Should I return damaged goods myself?
No. Please contact SystemPAK first. We will advise you on the next steps and arrange collection if necessary.
Is there free delivery on packaging orders?
All orders over £150 excluding VAT receive free delivery within UK mainland. Full details, including delivery areas and possible surcharges, are on our delivery and shipping information page.
How long is SystemPAK packaging guaranteed to meet its technical specification?
Compliance with the relevant technical data sheet is guaranteed for 12 months from the delivery date, subject to suitable storage.
Packaging should be protected from direct sunlight, rain, moisture and very high or low temperatures.
Need help with your delivery?
Checking your food packaging delivery when it arrives gives us the information we need to investigate shortages or damage quickly.
For complete information, please read our terms and conditions. You can also visit our frequently asked questions or contact the SystemPAK team for further support.
