My item is damaged!

We're sorry your item was damaged! Unfortunately, damage during shipping is too common, but we're here to help!

We always inspect the items to ensure no damage was done to the packaging during transport. If an item is damaged because of us during an at-home delivery, we will pick up a replacement at no cost to you. If you believe an item was damaged by us, please contact us.

We cannot be held liable for any damage to products when shipped via a carrier and we are under no obligation to refund or replace damaged items.

Parts or pieces are damaged

Sometimes when you buy something from any retailer, an item comes damaged or missing pieces that is not due to mishandled shipping or delivery. You will need to contact the retailer's customer service to resolve the issue.

Unfortunately, we are not responsible for damaged items or missing pieces if it was not caused by us. If you would like to return the item, see our returns policy

Items that arrive damaged

If an item is damaged during shipping, we will file a claim with the carrier for the damages. You must report the damaged item within 7 days of receiving your package.

Do not throw away the damaged packaging and/or products.

Contact customer service with the following:

  • Your order number
  • The package's tracking number
  • Photos showing damage to the packaging
  • Photos showing damage to the products, if any
  • Photo showing the tracking label with the tracking number clearly listed

 It is likely you will need to take the packaging to the nearest office of that carrier for inspection.

If you would like to return the item, see our returns policy.
Please note: once a damage claim has been filed, you are no longer eligible for a damaged item return.

Items returned by the carrier

Sometimes, if an item is damaged en route, a carrier will return the item to us. We will file a claim with the carrier for the damages.

Generally, carriers will send a notification to us that a package is being returned. Once we receive this notice, we will contact you to let you know.

If you would like to return the item, see our returns policy.
Please note: once a damage claim has been filed, you are no longer eligible for a damaged item return.

Refunds for damaged items

Once we file a claim, it can take up to six weeks for the claim to be processed. We will keep you informed of the progress.

  • If a claim is denied and we feel the damage was not due to inadequate packaging on our part, no refund or replacement will be given.
    Note: retailer packaging that is inadequate is not inadequate packaging on our part.
  • If a claim is denied and we are responsible for the damage, we will refund your order in full.
  • If a claim is approved, we will refund your order less the Pickup Fee up to the amount reimbursed by the carrier's claim.

Our decision to refund a damaged item or not is final and cannot be waived.

Please note: once a damage claim has been filed, you are no longer eligible for a damaged item return.

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