What Do I Do if My Product is Damaged?

We strive to ensure that your purchases are protected well enough to survive a trip across the country, but accidents can happen. Inspect the contents of your package as quickly as possible following receipt, even if you do not intend to immediately use the product.

Note: UPS requires that any damage be reported within 5 business days.

What do I do if I Received a Broken Product?

If you believe the product you received is damaged or broken, stop using it and contact a member of our Customer Service team by submitting a request to our tech support team, which you can do here. Be sure to take pictures and/or video of any damage you find.

Keep all of the packaging (both shipping and manufacturers’ packaging) used to deliver the product to you. This packaging is required to process a damage claim.

How Quickly Do I Need to Report Damage?

Damaged or Lost Merchandise must be reported within 5 business days of delivery. Claims reported outside of this window cannot be processed. This is a requirement of our shipper, UPS.

What Can I do to Help?

In order for our Customer Service team to file a damage claim on your behalf, we will require the following:

  • Photos and/or videos of the damage sustained to your product.
  • All of the product's original shipping boxes and manufacturer packaging.
  • That the product remain located at the address to which it was originally shipped.

What if I Don’t Have the Damaged Product(s) Anymore?

Completing a claim will require successfully recovering the damaged product prior to issuing a replacement. If the product is no longer available, we will be unable to honor your request.

Was this article helpful?
0 out of 2 found this helpful