Premium Shipping Protection (PSP)

Peace of Mind, Delivered.

At TMG Industrial, we understand that shipping large, high-value equipment involves complexity. Premium Shipping Protection (PSP) is an optional service add-on that provides customers with priority support and a faster, more streamlined resolution if a shipping-related issue occurs during transit.

Premium Shipping Protection is not an insurance product. It is a service designed to simplify and accelerate how shipping issues are handled directly by TMG Industrial.

What Is Premium Shipping Protection?

Premium Shipping Protection (PSP) is an optional checkout service that allows TMG Industrial to take a more active, priority role in managing eligible shipping-related incidents such as loss, theft, or damage during transit.

Customers who select PSP benefit from:

  • Faster response times
  • Simplified issue submission
  • Direct handling by TMG Industrial
  • Reduced reliance on carrier-driven claims processes

How PSP Works

  • Add at Checkout
    Select Premium Shipping Protection during checkout for an additional service fee.
  • Priority Handling
    If a shipping issue occurs, PSP orders receive priority review and internal escalation by TMG Industrial’s customer service team.
  • Simple Submission
    To report an issue, email cs@tmgindustrial.com with your order number and supporting information (such as photos or tracking details).
  • Timely Resolution
    TMG Industrial will promptly review eligible PSP cases and determine an appropriate commercial resolution, which may include repair support, replacement, store credit, or a refund, at TMG Industrial’s discretion.

What PSP Is (and Is Not)?

What PSP Is

  • A priority service for managing shipping-related issues
  • A faster, more customer-friendly alternative to standard carrier claims

  • Direct support from TMG Industrial’s service team

What PSP Is Not

  • PSP is not insurance
  • PSP does not transfer shipping risk from the carrier
  • PSP does not replace carrier liability, warranties, or statutory consumer rights

  • PSP does not cover cosmetic damage to outer packaging, pallets, or shipping crates where the product inside remains intact and functional

If You Don’t Choose PSP

If you choose not to add Premium Shipping Protection, your order will still be shipped using TMG Industrial’s standard shipping process.

In the event of loss, theft, or damage during transit:

  • Issues must be noted on delivery documentation at the time of receipt (where applicable)
  • TMG Industrial will assist in initiating a carrier investigation on your behalf

  • Resolution will be subject to the carrier’s terms, documentation requirements, and liability limits, which often involve longer timelines and more complex procedures

Eligibility & Timeframe

  • Issues must be reported within 7 days of confirmed delivery, or within 30 days of shipment if the order has not been received.
  • PSP applies only to shipping-related incidents occurring during transit.
  • PSP does not apply to delivery delays caused by customs clearance, weather events, labor disruptions, or other circumstances beyond TMG Industrial’s control.
  • PSP applies to damage affecting the product and its functional components during transit. Cosmetic damage to external packaging, crates, or wrapping that does not impact the product itself is not eligible for compensation.
  • If outer packaging appears damaged at the time of delivery, customers are encouraged to accept the shipment and inspect the product contents before reporting an issue. Refusing delivery based solely on visible packaging damage may delay resolution, as eligibility under PSP is determined based on the condition of the product itself.

Frequently Asked Questions

  • How do I file a claim?
    Simply email cs@tmgindustrial.com with your order number and relevant details, such as photos or tracking information.
  • When will I get a response?
    TMG Industrial resolves all PSP cases within 48 hours, issuing an appropriate resolution where applicable.
  • Does PSP cover normal shipping delays?
    No. Coverage does not extend to delays caused by customs clearance, natural disasters, or other events beyond TMG Industrial’s control.
  • Does PSP replace standard warranties or return policies?
    No. PSP does not supersede standard warranty terms or return policies.
  • Does PSP cover damage to packaging or crates?
    No. PSP applies to damage affecting the product itself. Cosmetic damage to outer packaging or shipping crates alone is not eligible.

Important Disclosure

Premium Shipping Protection is a service-based support program offered by TMG Industrial.
It is not an insurance product, does not constitute insurance advice, and does not provide contractual indemnity against loss, theft, or damage.