Damaged or Missing Product Claim

What if my shipment has a damaged or missing item?

Yo, listen up, folks! Look, it's not something that happens often, but hey, the third-party shipping companies (TPSCs) we work with are not always so nice to every shipment they handle. So here's the game plan: Step 1, keep calm and don't freak out! Even though the TPSC is the responsible party or damaged or missing goods, we're experts at fixing stuff fast.

Make sure you do this when receiving your order:

  • Before you accept your order, make sure to jot down any and all issues on the shipping paperwork.
  • Then, fill out the form below within 48 hours. We'll hustle to find a solution for you in a jiffy.

Have this stuff ready:

  • Pics of your shipping paperwork
  • Pics of any damage, or a list of missing items
  • A written explanation of what went wrong

👉 Before proceeding, be sure to review all the requirements for filing a claim at our Help Center

What if my shipment has a damaged or missing item?


Formal Stuff

  • Inspection before Signing: Before signing any shipping documents, thoroughly inspect your shipment. Don't rush this step—carefully examine the contents.
  • Receiving Responsibility: Do not allow the driver to leave a shipment without your signature. Take ownership of the delivery process to ensure accuracy.
  • Our Liability: Please be aware that we are not liable for any damage or missing items that occur during shipment. Only issues documented on the signed shipping documents are eligible for credit consideration.
  • Photo Documentation: Claims must include photographs that clearly depict the problem, enabling us to assist you effectively. Ensure you submit your claim within 48 hours of receiving your order.
  • Comprehensive Photos: In cases of damage, it is essential to capture images of both the outer shipping box and the inner contents. However, note that cosmetic damage alone does not qualify as a valid basis for a claim.
  • Claim Submission: Reply to your shipping or order confirmation email, attaching the relevant photos to initiate the claim process.
  • Timely Contact: Remember, any issues with your order must be reported to us within 48 hours of receipt. After this time frame, we regretfully cannot provide assistance due to the requirements set by the TPSCs we collaborate with.
  • Additional Services: Kindly note that we are not responsible for any extra services required by the TPSC for your order, such as liftgate or detention time. Any related charges will be billed directly to you by the TPSC.

If you have any more questions or need assistance, hit us up! We're here to help you out and make things right. We're all about providing top-notch service and ensuring you're satisfied. Thanks for being on board with us and understanding the process. Let's handle this like pros and get you sorted. Appreciate your cooperation!