Shipment Damaged in Transit
We make a great effort to ensure that your order arrives to you safe and sound. We also understand that sometimes, things happen in transit. While this can be frustrating, please be assured that we are here to help!
Ground Shipments (UPS, USPS, FedEx, etc.):
If you find obvious signs of damage to the box, or if you open the package and your item is damaged (broken, scratched, cracked, etc.) or the box is empty, we have several options to resolve the issue.
If you need an item replaced, you may send an email to firstname.lastname@example.org to request the replacement from the warehouse. Be sure to include as much information as possible, such as part numbers, quantities, etc. Add photos if you are able to to provide clarity to the issue for the warehouse.
If you would prefer a full replacement or refund, or if your package arrived empty, you can file a damaged claim by contacting us at email@example.com.
Oversized Item Shipments:
If you see obvious damage to your order’s shipping box or packaging, please ask the driver to open the carton and inspect the contents with you. If you find damage, refuse the shipment and write Refused due to damage on the delivery receipt.
Keep a copy of the delivery receipt with your notes regarding the damage and contact our Customer Care Team immediately.
Please keep all original packaging materials for 30 days to return an order in the rare case you discover damage or defects after delivery.
If you discover damage or a defect after delivery, contact Customer Care. We will work to resolve the issue and, in our sole discretion, we may:
Authorize a return.
Issue a replacement.
Issue a refund.