I think 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. UPS requires that any damage should be reported within 5 business days. Once we're aware of the damage, a member of the Customer Service team will work with you to set up its replacement order.
What do I do if I Received a Broken Product?
If you believe the product you received is damaged or broken, discontinue using it and contact a member of our Customer Service team. Be sure to take pictures of any damage you find and send them to firstname.lastname@example.org to speed along the process.
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:
A photo or video of the damage sustained by your product.
That the product and all of its original shipping box(es) and manufacturer packaging are located at the address to which it was originally shipped.
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.