Revision: 7/21/2025: URGENT & MANDATORY: (Reference Step 6 in SOP)
- For product of $100.00 of value or More : A claim must be submitted to tlcfreightdisposition@thelegacycompanies.com and CC Jeff Long -jefflong@omegajuicers.com
-Provide all Customer information
-Tracking Number & POD
- Copy of the invoice
-Photo of Product Damage
Added on 8/20/2025: Examples to file a claim for $100.00 value or more:
- If the order consists of 1 product & the product is a value of $100.00 or more
- If the order consisted of multiple items & 1 or more of the products that were damaged are a total of $100.00 value or more
Note: Excludes: Lost in Transit Shipments & Porch Pirates Requests
Note: Product under the $100.00 value: No claim is to be filed (submitted)
- Proceed with our normal CR Process Procedure.
Update: 8/20/2025:Reminder - CR only handles & submits claims for our DTC CR Consumers. And including CR manual order entry consumer.
- All Retail inquires --> do not process a claim --> reached out to Rob for resolution
-If Rob is unavailable - Reach out to Colleen, Jeff , or Lisa
Process Flow
Inside the First 30 Days of Purchase: CR No longer pushes back and advises the consumer to reach out to the Place of Purchase .
All Damaged Upon Arrival must be approved by Rob Boyd.
- If Rob is unavailable - Reach out to Colleen, Jeff , or Lisa
- Inside first 30 days of purchase (If purchased from a third party) , may advise we need to handle inhouse
Outside the first 30 days of Purchase:
All Damaged Upon Arrival must be approved by Rob Boyd.
- If Rob is unavailable - Reach out to Colleen, Jeff , or Lisa
Purchased Directly through TLC -Only
-Note: Outside 30 days of purchase (Isolated cases customer did not open package upon arrival ) - Will be honored up to 60 days - Consumer must pay the shipping & handling fee.
Shipping and handling fee
1. Inside first 30 days of purchase : S&H waived
2. Outside first 30 days of purchase: $19.95 S&H (Canada & US)
- No expedite air shipping is offered
All Inbound tickets & calls:
Step 1: Collect all customer information:
- Name
-Address
-Telephone Number
-Email Address
-Model Number
-Date Code/Manufacture Date
-Place of Purchase
-Purchase Date
- Purchase Receipt
- Photo of damage to unit and/ box
Provide canned response: Initial : Damaged upon arrival unit (Countertop)
Click Canned response link below : Initial :
Initial : Damaged upon arrival unit (Countertop)
- Add detail internal notes
-Tag Ticket : WOC
Step 2: Upon receiving customer requested details for assessment
- Complete the side cart fields
- Add your internal notes
- Advise you are reaching out to your product specialist
-Tag Ticket: WOTP
Step 3:
- Reach out to Rob (If not available) -Onshore Support for Approval
- Tag ticket : WOTP
- Rob/Onshore will advise how to proceed.
Step 4-A: If Approved (Inside first 30 days of Purchase)
- S&H Waived
- Provide canned response: Approved Cut the Cord Warranty Replacement (First 30 days of Purchase ) -Countertop
* Click Link below:
Approved Cut the Cord Warranty Replacement (First 30 days of Purchase ) -Countertop
- Enter Internal Notes
- Tag Ticket : WOC
Step 4-B : If Approved (Outside first 30 days of Purchase)
- Replacement Order will have a $19.95 S&H Fee
- Provide canned response: Approved (Inside first 30 days of Purchase)
* Click Link Below:
Approved Cut the Cord (Outside first 30 days of Purchase - Countertop)
Step 4-C : If results in a QC return
- Rob/ Onshore will advise how to proceed.
- QC Replacement orders (S&H Waived)
Step 5; Upon receiving the Cut the Cord Photos and any additional information
5-A: If Approved (Inside first 30 days of Purchase)
- Process replacement order & Provide Order confirmation to consumer
- Provide canned response : M3- Order Confirmation Template (Countertop)
* Click Link Below
M3- Order Confirmation Template (Countertop)
Step 5-B: If Approved (Outside first 30 days of Purchase)
- Reach out via phone to collect S&H payment for order
-Process Replacement Order
Provide canned response : M3- Order Confirmation Template (Countertop)
* Click Link Below
M3 -Order Confirmation Template - (Countertop)
Step 5-C: If QC: Proceed with Onshore instructions
Only Update 8/7/2025:
Only change to Step 5D is : No claim is to be filed for this resolution
Please Note : Step 5D : Process Flow -> Requests still must be escalated to Rob (if Rob is unavailable reach out to: Colleen , Jeff, or Lisa)
- This means if in the event Rob/Onshore does not approve the request you may be advise to have consumer reach out to place of purchase.
Step 5-D: If Not Approved by Rob or Onshore: - Proceed with the below course of action
Inside first 30 days of Purchase (Third Party)
- Advise customer to reach out to place of purchase.
- No claim to be filed to tlcfreightdisposition@thelegacycompanies.com for this resolution
Update 8/18/2025 Below: (NO Longer email details --> We must forward the ticket with the details to tlcfreightdisposition@thelegacycompanies.com
Step 6: All Product over $100.00 value
Mandatory: A Claim Must be submitted
-Forward all ticket information to: tlcfreightdisposition@thelegacycompanies.com
- CC Jeff on the ticket thread : jefflong@omegajuicers.com
-At the top of the ticket paste "All Customer information"
- Including Tracking Number & POD
- Copy of the invoice
-Photo of Product Damage
Step 7: Once all tasks are complete & side cart & Internal Notes are complete
- Tag Ticket "Resolved"