Wednesday, May 22, 2024

Call us — on the mainland: 1-323-980-5500 — from Hawaii (toll free): 1-800-500-0225

Claims Policy

All claims for shortages or damages must be received by Cal Hono's office in Los Angeles within 30 days of the date of delivery in Hawaii. Rejected cases must be noted on our trucker's delivery receipt at the time of delivery (Container Drops and Bobtail Deliveries) for a claim to be considered. No further adjustments to the case count will be allowed. There will be absolutely no exceptions to this policy! The following documentation must accompany all claim requests:

(1) The claim request should clearly indicate the vessel and container number, the number of missing or damaged cases, the item codes and the nature of any damages.

(2) On Full Container Loads (Container Spots): A complete copy of the Consignee's Receiving Records verifying the shortage or damage and signed by an authorized employee must accompany each claim. The Cal Hono seal number must be verified by a receiver and noted on the consignee's receiving records. Once a full container customer has filed a claim on a particular order, no further adjustments will be allowed on this order! On container spots (Oahu only), damaged product must be returned to Kano Trucking along with a 'Cal Hono Returned Product' form within one week from the date of rejection. Note that Chin Lee must pre-approve all returned product in excess of $100.00 (see note below)*. Otherwise, Cal Hono reserves the right to reject the claim. This policy is designed to allow us an opportunity to salvage short shelf life items (i.e., fresh boxed beef) in a timely manner.

(A) Claims for damages must be accompanied by a photo clearly showing the nature and extent of the damage. Please note that on Container Spots we will only pay a maximum of one half of the invoice value of damaged cases if no photo is provided. If more than one case of a particular item is damaged and one good case can be made out of the damaged ones, Cal Hono will not pay for all of the damaged cases. On fresh boxed beef, Cal Hono will only consider claims for the leaking pieces. The undamaged pieces should not be returned to Kano Trucking.

(B) Claim photo must be taken upon discovery of either damage/short products. In addition, one photo must include the Cal Hono sticker with the indicators of temperature and case count on pallet. Please take multiple pictures of the damage/short products when you find it on the pallet (exactly how you received the pallet)in addition to the close up picture on the damage products. We need to see pictures of the entire pallet to discover what might have happened during transit or loading or unloading. Providing us with these photos will not only help to process claims faster but also assist Cal Hono to prevent future claims.

* Our Oahu agent, Chin Lee, must approve the pickup of damaged product by Kano Trucking having an invoice value of $100 or more. The reason for this policy is to avoid situations where our trucker accepts returned product but we would decline a claim due to hidden damages or shortages. Remember if the product was received and shipped on pallets, we will most likely reject a claim for damaged product. A prompt answer will give the consignee an opportunity to file a claim with the supplier.

(3) A copy of the vendor's invoice must be supplied on all claim requests. Please note that the amount of the cash discount offered by the vendor will be deducted from the claim whether or not you take the discount.

Please note that Cal Hono will not accept responsibility for certain losses. These include but are not limited to the following:

1. Hidden shortages and damages found by the consignee on product that Cal Hono received and shipped on pallets, including missing pieces from master cases. We cannot be responsible for product that we cannot see when we sign for product. If we spot cases with hidden damages or missing pieces when we are loading your shipment, the case(s) will be held for a limited time for the shipper's pickup and a notation will be made on the load sheet identifying the number and type of cases held and the nature of the problem. We will then notify the shipper of the problem and request that a credit be issued to the consignee.

2. Improper or missing temperature requirement on the shipper's bill of lading.

3. Poor packaging - i.e.: loose lids, insufficient packaging material (inadequate box strength).

4. Steamship company schedule delay / Equipment shortage which results in a shipment missing the anticipated ship date. Cal Hono will not be liable for shipment delays caused by delays in scheduled sailings, equipment shortages, labor strikes or slowdowns and equipment breakdowns.

5. Product left out by Young Brothers.

6. Perishable product shipped dry. Cal Hono Freight is not responsible for dry freight that is damaged by shipping chill or frozen at the customer's or consignee's request.

Please note that we will make every effort to itemize your orders when they are delivered to us. However, if the product is stacked on pallets in such a way that the product is uncountable and the driver refuses to help and, most importantly, temperature integrity cannot be maintained, we reserve the right to either sign for a total piece count or Shipper's Load and Count (SLC). In the event that we sign for a total piece count, we will not be responsible for shortages and overages among the various items.

Get a PDF copy of our claim form