General Service Info
Release Date: June 4, 2020

Crate Damage
— Confidential and Proprietary —

VERSION: R01 (June 4, 2020)
IMPORTANT
If you are working with a printed copy, please verify you have the most current version of this document.

SUBJECT: SHIPPING / CONCEALED CRATE DAMAGE CLAIM REQUIREMENTS
PURPOSE
This document defines Polaris’ expectations when filing a warranty claim related to shipping and / or concealed crate
damage. It is critical to adhere to the claim steps outlined in this communication. Following the guidelines explained below
will expedite claim review.

IMPORTANT
Shipping claims are not eligible for warranty reimbursement if the procedures in this communication are not followed, or if
the photos submitted do not meet the required specifications. For additional details pertaining to shipping / concealed
crate damage warranty requirements, please refer to the Warranty Policies & Procedures Manual .

IMPORTANT
It is recommended to remove any adhesives tapes, protective films, paper pulp packaging, shipping or production labels,
etc. as soon as practicable if the vehicle will be stored outside. Exposure can lead to permanent adhesion of residue on
vehicle.

The information contained within this document is confidential and protected by U.S. and international copyright laws, and is the property of Polaris Inc. This document is
provided for the sole use of authorized Polaris dealers and distributors. This document is not to be distributed, duplicated, or copied, digitally or otherwise, without the written
consent of Polaris Inc.
(R01)

© 2020 Polaris Inc.

Page 1 of 4

PROCESSES
SHIPPING / EXTERNAL CRATE DAMAGE
1. Upon arrival, during the unloading process, and after the crate is unloaded, a visual inspection of the crate and crate bag
for damage is required. If the crate or crate bag appears damaged, take photos of the damaged area immediately upon
discovery.
2. If the crate or wrapping appears damaged, take clear photos of the area of concern at an arm’s length away as well as a
full view of the crate highlighting the area. If there are multiple areas of concern, repeat this process for each area.
IMPORTANT
Do not remove unit from the crate until the necessary
photos have been taken.
NOTICE
Additional photos of the damage must be taken per the
specifications outlined in this communication (page 3).

3. Document all damage on the Bill of Lading (BOL) by circling the affected VIN and writing "Damaged" next to it. Ask your
driver to sign or initial acknowledging the damage, and accept delivery.
IMPORTANT
Do not refuse delivery of any vehicle from the carrier without prior approval from Polaris. If a dealer refuses to accept
delivery of a unit upon arrival, a cancellation charge will be assessed.
4. Within 5 business days, and before registering the unit, submit for coverage through Ask Polaris. Choose Service &
Warranty Question – Authorization Request: In Warranty or Polaris ESC and attach the required photos to the
case. If it can be determined, note the root cause of the damage. (Example: Crate Dropped or Loading Strap Cut, etc.)
NOTICE
In order for Polaris to seek carrier reimbursement, it is critical to receive reports with a signed BOL within 5 business days.
Coverage requests not meeting photo requirements, submitted beyond 5 days, or without a signed BOL are not eligible for
dealer reimbursement.
The information contained within this document is confidential and protected by U.S. and international copyright laws, and is the property of Polaris Inc. This document is
provided for the sole use of authorized Polaris dealers and distributors. This document is not to be distributed, duplicated, or copied, digitally or otherwise, without the written
consent of Polaris Inc.
(R01)

© 2020 Polaris Inc.

Page 2 of 4

CONCEALED CRATE DAMAGE
1. As the inner crate bag is being removed, thoroughly inspect the unit for damage. If damage is discovered, take clear
photos that show all four sides and the top of the unit, highlighting each damaged area. Document visible damage and
provide photos per the specifications outlined in this communication (page 3).
IMPORTANT
Requests for coverage on uncrated units or for photos that do not meet the requirements specified in this communication
will be rejected.
2. After photos have been taken, and before registering the unit, submit for coverage through Ask Polaris using Service &
Warranty Question – Authorization Request: In Warranty or Polaris ESC. If it can be determined, note the root
cause of the damage. (Example: Crate Dropped or Loading Strap Cut, etc.)

PHOTO REQUIREMENTS
To file a cosmetic warranty claim, Polaris requires photos of each damaged area. Each photo should include a note with the
date, dealer number, and an arrow pointing to the damage. All photos must be clear and focused or they will not be
accepted.
IMPORTANT
At least one photo requires an image of the VIN label
shown on the external side of the shipping bag.

2. The second photo should be taken close to the affected
area showing the damage with the note still in place.

NOTICE
An ATV is depicted in the photos. The same process
should be followed for a snowmobile, motorcycle or
Timbersled kit.
1. The first photo should be taken from arm’s length away
of the affected area and should have the note placed
with the arrow pointing to the damage. The shipping
label is also in this photo.

3. The third should be a full side view of the unit, with the
note still in place. (see Figure 3)

4. Repeat steps 1-3 if there are multiple damage areas.
The information contained within this document is confidential and protected by U.S. and international copyright laws, and is the property of Polaris Inc. This document is
provided for the sole use of authorized Polaris dealers and distributors. This document is not to be distributed, duplicated, or copied, digitally or otherwise, without the written
consent of Polaris Inc.
(R01)

© 2020 Polaris Inc.

Page 3 of 4

SHIPPING / CONCEALED CRATE DAMAGE PROCESS

The information contained within this document is confidential and protected by U.S. and international copyright laws, and is the property of Polaris Inc. This document is
provided for the sole use of authorized Polaris dealers and distributors. This document is not to be distributed, duplicated, or copied, digitally or otherwise, without the written
consent of Polaris Inc.
(R01)

© 2020 Polaris Inc.

Page 4 of 4