What to do if your item arrived broken due to rough handling or shipping damage.
First of all, that sucks! We know how disappointing it is to unbox your order and find out it has been damaged. Although we place extra importance on packaging and shipping guidelines, sometimes the shipping can be rougher than expected.
Open A Shipping Damage Claim
We will open a shipping damage claim on your behalf, please keep the shipping box, all packaging, receipts, and packing lists.
To replace/exchange the damaged item: Fill out the CONTACT US form and select "Replacements" -> "Shipping Damage" on the drop down menu
Provide the following information in the contact form:
- Order number, describe what happened.
- Indicate whether you prefer a replacement or refund
- Keep ALL packaging, inserts, packing slips, and the shipping box.
Submit the form to open a support ticket. You will receive an auto-response. Reply to the email with the following information for a quick resolution.
- Photos of the damage
- Photos of the shipping box and packing slip
Photos are necessary to open a claim with the carriers – please keep everything including the shipping box, and packing list. Once a claim is made, the carrier will pick up the damaged product, and we will provide a replacement or refund.
Refunds are applied after the shipping claim investigation is complete, this can take up to 8 weeks with some carriers depending on how quickly they pick-up the damaged box and items from you. In most cases, we can send a replacement while the shipping claim is under investigation, this is the fastest method for resolution.