Damaged Shipment Policy
What Should You Do If Your Item Arrives Damaged?
We know how excited you must be to receive your order, and we're sorry if the item you received didn't meet your expectations due to damages that occurred during delivery. We want you to be delighted with your purchase, so here's what you can do if your item arrives damaged:
Document the Damage: First and foremost, don't throw away the packaging or the item. We know it's disappointing to receive a damaged item, but it's important that you keep everything as it is. This is because photos or videos of the item and the packaging can prove the damage, which you'll need for the next steps.
Reach Out to Us: Next, contact our customer service team as soon as possible. You can reach us by phone, email at firstname.lastname@example.org, or via our website's contact form. Please provide as many details as possible about the damage. Include the photos or videos you took earlier, as this will help us understand the situation better.
Follow Instructions: Our customer service team will explain the next steps. This could involve returning the item to us or waiting for a courier to pick it up.
Replacement or Refund: Once we've verified the damage, we'll arrange for a replacement item to be sent to you as soon as possible. If a replacement isn't possible, or if you prefer, we can issue a full refund instead.
Leave Feedback: We strive to provide the best service possible, and your feedback helps us improve. If you have any suggestions or if there's anything else you think we could do better, please let us know.
We understand that this isn't an ideal situation, but we're committed to making it right. Your satisfaction is our top priority, and we're here to help every step of the way. Thank you for your understanding and cooperation.
Refusing Delivery Due to Visible Damage
It's not common, but sometimes you might notice that a package is visibly damaged when delivered. In such cases, it's completely within your rights to refuse to accept delivery.
Here's what to do:
Inspect the Package: While the delivery service is still present, take a moment to examine the package. If you see any signs of damage, such as dents, tears, or broken seals, this might indicate that the item inside could be damaged too.
Open the Item to Confirm Actual Item Damages: Sometimes packaging damage does not equal product damage. If the truck driver will allow it, please carefully open the package to inspect the product.
Refuse the Delivery: If there is damage or the driver will not allow you to inspect the product, Inform the delivery person that you're refusing the package due to visible damage. You don't have to accept a package that appears to be damaged.
Document the Situation: Take photos of the damaged package while the delivery person is still present. This will serve as evidence of the package's condition upon arrival.
Contact Us: As soon as you can, get in touch with our customer service team. Tell them you refused delivery due to visible damage, and share the photos you took. We'll work with you to arrange for a replacement item to be sent out.
Remember, we're here to help ensure you receive your order in perfect condition. If anything isn't right, please don't hesitate to let us know so we can make it right.