Guidance for Receiving Deliveries (cont.)

1) How do we accept a durable goods order from Kaplan?

It is your program’s responsibility while the driver is still there to:

  1. Count the number of boxes being delivered and confirm that they are addressed to your program.
  2. Make certain that number of boxes being delivered agrees with the number of boxes listed on the paperwork or tablet screen the delivery driver asks you to sign.
  3. Do not let the driver leave or sign anything until you count the boxes, verify they are addressed to your program, and that there is no visible damage to any box.
  4. If any box appears damaged, please note that on the paperwork you sign.While it is your right to reject any box with visible damage, we encourage you to accept delivery of a box while noting that it is damaged. Many items are packed so that the box’s exterior may be damaged but the contents are fine. If there is content damage, follow the instruction contained elsewhere in this document.
  5. At the time you place your Kaplan order please print out and make certain that a copy of your Kaplan order form is readily available at the location you designated for order delivery. Having this form available will make it much easier to accept and verify the delivery. It will also make certain that the person accepting delivery has all of the information they need to resolve a delivery issue.

Once the driver leaves:

  1. Open the boxes as soon as possible and verify that you received everything listed on the received order’s packing list, that your order is correct, and that there are no damaged items.
  2. You must report any missing, incorrect or damaged items within seven calendar days from the date of delivery.
  3. Any damaged or missing items should be reported by contacting Kaplan Customer Service at 1-800-334-2014.

2) What if the driver refuses to bring the boxes into my building?

The QRIS Project’s agreement with Kaplan requires all deliveries are to be “inside deliveries.” This means they driver is required to take the boxes off of their truck and bring them inside the front door of your building. The driver is not required to take them any further than that for liability reasons. They will not go in individual classrooms or up and down interior stairs.

A special note about stairs

The stipulation that a driver is not required to go up and down interior stairs does notinclude exterior stairs (stairs on the outside of your building). A driver is expected to go up a “reasonable” amount of exterior stairs to reach the entrance of a building. Be reasonable and realistic. You know your location. If you have had delivery issues in the past because of the number and/or multiple levels of stairs, let Kaplan know when you place your order. Kaplan will look at unique and/or unusual delivery situations on a case by case basis to determine if additional unloading/delivery supportis required.

If the driver refuses to make an inside delivery you need to repeat that it is an inside delivery and that sender of the packages, Kaplan, has authorized a lift gate and inside delivery. Please note that lift gate service is not automatically provided. All orders receive inside delivery but lift gate is not included. It can be added on a case by case basis.

  1. If the driver says “not today”, “can’t” or any other type of refusal to bring it inside, tell them that you are refusing the shipment and that they will need to redeliver another day when they have the proper truck and/or staff. Ask the driver to provide you with a “pro number” or “tracking number” and call the Kaplan Customer Service at 1-800-334-2014 for authorization. Please also have the name of the trucking company,the driver’s name, your Kaplan order number and your QRIS Request ID Number when you call.It is possible that when you say you are refusing the deliver, the driver may agree to make an inside delivery.
  2. If possible, don’t let the driver leave until after you have spoken with Kaplan Customer Service. They may be able to get the delivery company to override their driver’s refusal to do an inside delivery while they are on site with your order.

3) If we refuse delivery what happens to our order?

Refusing a delivery does not mean that you will not receive your order. Refusing a delivery just means that Kaplan needs to resolve things with their shipping company.A follow-up inside delivery generally occurs within the next two working days.

Typically issues with inside delivery will only occur when theordered itemsare oversized/very heavy or if you are receiving a very large number of boxes. This type of delivery may require a truck with a lift gate or ramp or more than one delivery person. Refusing to make an inside deliverycan also be a tactic used by a driver who is behind schedule and is trying to save time where ever they can.

4)What do we do if something is damaged or missing?

  1. You must report any missing, incorrect or damaged items within seven calendar days from the date of delivery.
  2. Any damaged or missing items should be reported by contacting Kaplan Customer Service at 1-800-334-2014. At the time you call, please make certain that you have a copy of your Kaplan order form and are able to provide the Kaplan order number. Kaplan will provide you with further instruction on how to return the damaged items and/or will make arrangements to ship out a replacement or missing item.
  3. If you are unable to resolve an issuing with Kaplan concerning a damaged or missing item, please contact the QRIS Team for further guidance at .

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