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How to receive a package

Here we are, the transporter is at your door to give you the awaited package. Caution! The act of delivering is part of the shipping, and your signature on the delivery note marks the responsibility transfer. Before the signature, the transporter is responsible for the package. After the signature, the recipient is. That is why, in the event that the package shows signs of damage, this stage is crucial.

Despite our contractors’ professionalism, you might receive a damaged or incomplete package (for example: 9 parcels instead of 10…). Please note that thanks to the care given to packaging selection, goods are very rarely damaged (only 5 complaints out of 13,500 shippings in 2019). Nevertheless, in the event that they are, it is absolutely necessary to have written reservations on the delivery note at the time of package receipt.

Without express reservations on the delivery note, we will not be able to call upon our insurance! This is a precautionary measure protecting you.

It is best to be prepared, because expressing reservations upon receiving your package isn’t always the easiest thing to do: transporter in a hurry dissuading you from writing on the delivery note, internal organization not having the package be directly delivered into the final recipient’s hands…

Here are a few tips to make sure everything goes well:

Before the delivery: anticipate!

Make sure the person who is receiving the package is informed beforehand. This is especially important if you are receiving dangerous goods, for obvious safety reasons.
Please note: The DGSA team holds training events for package reception. Feel free to contact them.

During the delivery: reservations and precaution principle

If the package appears damaged or the monitoring indicators show a discrepancy, here are two useful reflexes:

1- Check if the package contains dangerous goods. In this case, the damaged package should be handled with the utmost precaution, in view of the danger labels. If necessary, call someone trained for chemical hazard, your prevention assistant, or contact our DGS team.

2- On the delivery note, write precise and detailed reservations regarding visible damage to the parcel, even if you are not sure the contents are affected. This is a precautionary measure: If the contents are indeed damaged, reservations are a mandatory prerequisite; and if everything turns out to be fine, there will be no follow-up.

Within the day of delivery: open the package and/or contact us

If the package is damaged, proceed with the opening (using necessary safety precautions in case of dangerous goods), check the state of the goods and test them if needed. 

Contact us within the day of delivery in the following cases:


We will then take the necessary actions to file the issue with the transporter and our insurance. Caution: we have a very short time to carry out this procedure, the obligatory starting point of which is the delivery note containing detailed reservations.