Q: My item was damaged in shipping, what do I do?
A: If your order arrives with obvious damage and you refused the shipment, please notify us immediately by contacting our Customer Loyalty Department and we will make arrangements to ship a replacement. If you discover that your order was damaged after receiving it, please complete an online Return Merchandise Request form.* Arrangements to ship a replacement will be made as soon as possible. In the meantime, please prepare the damaged merchandise for pickup. In most cases, the carrier that shipped the merchandise (usually UPS/FedEx) will come by to collect it for inspection. Please keep a copy of the tracking number for the item being returned. This is your proof that the carrier picked up the merchandise for shipping damage inspection. Unclear as to whether this is an old or new tracking number.**
*Please note: Providing photos of the damaged box and item will significantly speed up the ship-damage investigation process. For common carrier (truck freight) shipments, prior to signing for the shipment the merchandise must be inspected and any shipping damage must be noted on the shipping receipt at the time of delivery. If you have noted shipping damage with the carrier, you may contact us to file a claim within 3 business days from the date of delivery. Arrangements to ship a replacement will be made as soon as possible. Items may be returned only if damage was documented and shipment was refused.
**For items that ship freight, it is the customer's responsibility to ensure that the correct product has been received,and in good condition, before signing the bill of lading. If a signature is provided without any damages having been documented, the signee is acknowledging that the product was delivered free of damage. The product will thus be non-returnable and a ship damage claim can no longer be filed. The item cannot be returned if accepted by signee.