The horror story, industry-standard version
A forklift somewhere between warehouse and doorstep punctures a roll. The buyer calls the supplier; the supplier points at the freight carrier; the carrier’s claims process is designed for logistics managers, not homeowners; and the project stalls for six weeks while a civilian fights a bill of lading. Damage is rare, but the abandonment is the actual product failure.
Your five minutes at delivery
You have one small job when freight arrives, anywhere, from anyone: look before signing. Walk the rolls, photograph anything torn, crushed, or wet, and note it on the delivery receipt before the driver leaves. Then report it to us in writing within 7 days (shipping damage unreported after 7 days is deemed delivered clean, an industry-standard term worth knowing everywhere you shop).
Our part: the claim is ours
Send the photos and the noted receipt and you’re done: we file and fight the carrier claim, because we hired the carrier, and your replacement material doesn’t wait on the outcome. The claim is a supplier-versus-carrier matter; making it the customer’s problem was always a choice, and it’s one we decline. It’s also, frankly, why we can write this post with a straight face.