While we try our best to package merchandise in a way that prevents shipping damage, there will always be the rare occasion of something going wrong.
If you see possible damage, DO NOT open the package. Please contact our customer support immediately.
- If there is visible damage to the box/tube, is bent, or not sealed, please refuse the delivery and notify firstname.lastname@example.org right away.
As soon as the tracking confirms the item is damaged and being returned to sender (usually same day) we will ship a replacement immediately.
- If you received a package and only later noticed the shipping damage, please email photos to email@example.com that clearly show the exterior damage, and original shipping label with your address and tracking number.
It's possible that the merchandise is perfectly fine and the packaging did its job of protecting it, but please do not open the package yet; Wait for instructions by our customer service team.
- If the exterior package is not damaged in any way but there is damage to the item(s) inside after unpacking, please email photos of the damage to firstname.lastname@example.org
DO NOT use or install the item(s) yet. Our customer service team will instruct you on the next steps based on their experience and the severity of the damage.
Once an item is used it prevents us from returning the item for inspection to look for signs of product defects, to better understand the problem and hopefully prevent it from happening to other customers. It also makes it impossible for the item to be refurbished and resold.
Using or installing visibly damaged merchandise signifies that the item arrived in acceptable condition and will not be replaced or refunded, unless you were asked to try installing material as-is by our staff.