What if my order was received damaged?
If the driver has not yet left your location, have the driver note on the
delivery paperwork that the item has been received in damaged condition and that
you are refusing the shipment. Once tracking shows the item as being refused,
you can contact us and we will issue a replacement or refund without your being
penalized in any way.
If the damage is discovered after the driver has already left your location,
immediately contact the carrier that delivered your item to alert them of the
situation. Additionally contact our customer support to report the situation.
Details such as: package condition, how it was received (left at front door,
signed for), description of the nature of the damage, are very helpful.
- DO NOT discard any of the shipping box or packing materials.
- DO NOT discard the product itself. (It may be necessary for the carrier
that delivered the item to return to do an inspection report on the damage).
- DO NOT simply ship the item back to us without first being instructed to
do so. Taking this action may result in a denial of a damaged item claim per
shipping carrier’s claims guidelines.