Receiving Your Order
Have a Shipping or Delivery Question?
Email shipping@buysinopec.com or call (855) 405-6789, ext. 855 .
We aim to respond to emails within 29 minutes during business hours, Monday–Friday, 9:00 AM–4:00 PM Eastern Time.
Receiving and Inspecting Your Order
The person receiving your shipment is responsible for counting and inspecting the freight before signing the carrier’s delivery receipt or bill of lading.
⚠️ Inspect Before Signing
Do not sign until you inspect the shipment. Note all visible damage, leaks, or shortages on the delivery receipt before signing, or you waive your right to file a claim.
Five-Step Delivery Inspection
Compare the number of drums, totes, pails, boxes, and pallets with the delivery paperwork.
Check for leaks, punctures, broken seals, missing items, or visible damage.
Photograph the complete shipment, product labels, packaging, and any problem.
Write a specific description of all damage, leaks, or shortages on the delivery receipt.
Refuse the shipment if it is visibly and materially damaged.
Visible Damage or Missing Items
Visible damage, leaks, and shortages must be specifically written on the carrier’s delivery receipt or bill of lading before signing.
For example, write:
- “One drum punctured and leaking”;
- “One pail missing”;
- “Shrink wrap torn and two boxes damaged”; or
- “Received three drums; delivery receipt lists four.”
Writing only “subject to inspection” is not sufficient. If visible damage or shortages are not noted before signing, the shipment will be considered received in good condition, and your right to file a claim may be waived.
When to Refuse a Shipment
Refuse the shipment if it is visibly and materially damaged, including when:
- Products are actively leaking;
- Containers are punctured, crushed, or severely damaged;
- Product seals are broken;
- The shipment appears contaminated or unsafe; or
- The damage affects most or all of the shipment.
Write the reason for refusal on the delivery receipt and photograph the shipment before the carrier leaves.
Concealed Damage
Concealed damage is damage that could not reasonably be seen during the delivery inspection.
Report concealed damage immediately after discovery. Do not discard, use, transfer, or alter the affected product or packaging until you receive instructions from BuySinopec.com.
Keep all products, packaging, labels, photographs, and delivery documents while the claim is reviewed.
How to Report a Delivery Problem
Contact our shipping department on the day of delivery whenever possible and provide:
- Your BuySinopec.com order number;
- A copy of the signed delivery receipt or bill of lading;
- Clear photographs of the complete shipment and affected products;
- A description of the damage, leak, or shortage;
- The product name and quantity affected; and
- Any carrier or driver information available.
Carrier acceptance of a claim does not guarantee a refund or replacement. Claims remain subject to carrier review, supporting documentation, and final approval.
Cosmetic Packaging Damage
Cosmetic damage that does not cause product loss, leakage, contamination, or reduced product quality generally does not qualify for a refund or replacement.
Examples may include minor dents in a drum or damage to an outer box when the product and inner container remain sealed and usable.