Superior Steel Supply – Claims Policy

1. Reporting a Claim

Customers should notify their inside or outside sales representative as soon as a potential issue is identified. To ensure an efficient review, please include the following information with your claim submission:

The date the material was received and the date the issue was discovered.
A clear explanation of the non-conformance and why the material cannot be used.
The quantity of material affected.
Superior Steel Supply tag numbers, the customer purchase order number, and the corresponding Superior Steel Supply invoice number.
The exact location and address where the material is stored.
Photos or video if possible, showing the defect, sent directly to your Superior Steel Supply representative or account manager.
A flat sample and a finished part that demonstrates the defect should be taken and saved for review by your Superior Steel Supply account manager or sales representative.

2. White Rust Claims

White rust claims will not be accepted under the following circumstances:

Material that was unloaded outdoors or stored outside a covered, climate-controlled facility.
Material arrived without proper tarping or weather protection.
Material was relocated from the original delivery point for processing, reshipment, or any other reason prior to the claim.
Hot Rolled or Cold Rolled material that was ordered without oil, at the customer’s request.
Coated products were ordered without passivation or protective oil.
Claims submitted more than 45 days after receipt of the material.

3. Transit-Related Claims

Transit claims will only be reviewed if Superior Steel Supply coordinated the freight:

Claims involving common careers must be submitted in writing within four (4) business days of delivery.
Customers are required to inspect material before unloading. Any visible damage—such as torn tarps, wet coils, compromised packaging, or exposed material—must be noted on the bill of lading and acknowledged by the driver.
Photos or videos documenting the condition if possible should be sent to your Superior Steel Supply sales representative or account manager.
If the driver refuses to sign the bill of lading, to document an issue, the load should be rejected. Do not unload the truck; contact Superior Steel Supply immediately.

4. General Guidelines

A minimum of 10% (and no more than 20%) of the material must be processed to verify the extent of any non-conformance.
Claims may not be accepted if at least 98% of the material meets standard “prime” usability expectations.
All claimed material must be held in the place where it is received and may not be moved, sold, scrapped, or returned without written approval from Superior Steel Supply.
All claim evaluations are based on invoiced weight.
Superior Steel Supply is not responsible for any costs related to production downtime, including labor or machine time.
Claims submitted more than 60 days after the customer received the material will not be considered.
Superior Steel Supply has up to 30 days from the date the claim is filed to complete its investigation and provide a resolution.
Customers must inspect loads prior to unloading; any visible concerns should result in rejection of the load in accordance with the transit claim procedures.
Any credit left unused for 12 months will be void and no longer valid

5. Final Determination

If a claim is denied, the customer may request an appeal. All final decisions rest solely with Superior Steel Supply.

Summary of Key Actions

Report issues promptly to your sales representative or account manager and include required documentation.
Provide photos and/or videos whenever possible, and physical samples should be taken as part of your claim.
Inspect all loads before unloading. Document issues on the bill of lading.
Maintain claimed material in the spot it is delivered to until resolution.
Submit claims within required timeframes (4 days for transit issues, 45 days for white rust, 60 day for all other claims).
Allow up to 30 days for review and final determination.