Shipping - Claims - Return Policies

Physical Damage: Is a damaged unit with clear impact or visible box damage.

Visually inspect each box before signing the Proof-of-Delivery (POD). Boxes with visible damage should be refused and indicated on the POD before accepting delivery. Delivery of an exchange unit usually occurs within 5-7 business days. 

DAMAGED OR MISSING – Shortages and/or damages must be noted on the Bill of Lading (BOL)/Packing Slip at the time of delivery. Transworld cannot make claims to carriers for shipments that customers accept as complete and/or where “damage” is not indicated on the bill of lading at time of delivery. A description of the damage or missing freight (shortage) must be noted on the original BOL when signing and accepting delivery. The driver must also sign the document, acknowledging the shortage. Transworld must then be notified within 24 hours by contacting our service department at 305-477-6999 or fax the information to 305-477-6609. The model number, serial number, quantity missing and a copy of the BOL must be included in your correspondence. Upon receiving appropriate notification, Transworld will investigate the shortage/damages and provide status within 3 working days.

DIRECT SHIPMENTS FROM THE MANUFACTURER – When Transworld Services, Inc. processes a sale and ships product(s) directly from the manufacturer, it is the responsibility of the recipient, client or end-user of the product to confirm within 24 hours any damage, shortages, fall-outs, or loss shipments. The recipient, client or end-user must sign an exception at the time of delivery, noting any damage, shortages, fall-outs or loss shipments. The driver must also sign the document, acknowledging the shortage. If the exceptions are not noted at the time of delivery, the request will be denied and Transworld Services, Inc. will not be held responsible.

 

CONCEALED DAMAGE – Concealed Damages must be reported within 30 days from the date of delivery.

Please fill out this form for concealed TV damage  CLICK HERE

 

Hospitality TVs that need service:

LG 

  1. Complete the form attached and send it to commdisplay@lgsupport.com  Download Form

Please CC claims@twstransworld.com when you send the email.

2. Call 888-865-3026 to submit your claim through Customer support.

3. Fill out the form online via LG website https://www.lg.com/us/support/business/request-ra-service

Samsung 

  1. Please call Samsung at 1-866-726-4249 to Submit a Claim or for Service.
  2. Submit Claim through the portal: samsungb2bportal.com

Information you need for your claim:

Business name

Business phone number

Business address

Point of contact

Point of contact number

Email Address

Date of purchase

Product model

Serial Number

Types of Photos required to submit a claim:

Photo 1: Serial tag on box (must be readable)

Photo 2: Full front view of shipping/unit box

Photo 3: Full back view of shipping/unit box

Photo 4: Full left view of shipping/unit box

Photo 5: Full right view of shipping/unit box

Photo 6: Serial tag on unit (must be clearly visible)

Photo 7: Clear damage photo of display, including surrounding area.

Once you get your claim number, please email that number to claims@twstransworld.com so we can follow up on your request. 

Still have questions?  Please view this step by step guide Click Here

GE Appliance Claims and Service requests:

Please call GE at 1-800-432-2737 or Click here to submit via online portal

If you have a damaged product or concealed damage during shipment, please note the top of this page about physical damage within 30 days of recieving the product.

RETURN POLICY* – Transworld is not obligated to authorize any product return. Customer may return product and receive a product replacement or credit up to the amount invoiced, subject to the following; (a) return requests must be made within 10 days from the date of invoice and authorized returns must be returned to the location designated by Transworld within 14 days of issuance of a return authorization. (b) Request for return must be made in writing to your sales manager. Transworld will charge a restocking fee of 25% for the goods returned. To receive full credit less the restocking fee, the returned product must be new and unused, in its original cartons, with all packing materials and with all its original accessories (remote, service manual, stand, cables etc.). All shipping charges, risk of loss and related expenses associated with a product return will be the sole responsibility of the Customer. A return authorization is needed for all returns and can be obtained from Transworld’s Service Department.

MODIFICATION / SUPERCEDURE – This agreement contains the complete and exclusive statement of the agreement between the parties and supercedes all previous or contemporaneous, oral or written statement.

RETURN PROCESS – A return authorization can be requested by phone or by faxing your request to 305-477-6609 “Attention: Service and Returns Department”.

The following information must be included with your request:

  1. Model Number, serial number of each item, return quantity, reason for return
  2. Company & Contact information: Tel #, Fax # and email, person requesting return

The average processing time is 3 business days. If you do not receive your return authorization number within this time frame, please resubmit your request.

Once a return authorization number is issued, a representative from the service department will contact you to provide instructions. When returning items to our warehouse:

  1. Send returns prepaid
  2. Attach a packing list along with the issued RA number
  3. Carefully pack the item in its original box (if applicable, Shrink-wrap pallets for protection)

* Items not in their original boxes will not be accepted without pre-approval.

All return authorized products will be repaired or replaced by Transworld. Credits for returns, repair or replacement will be issued at the discretion of Transworld. Restocking charges may apply.

Please email your Sales Rep if you have any questions.

TransworldShipping – Claims – Return Policies