Despite our rigorous pre-shipment inspections and protective packaging protocols, accidental damage during transit remains an unavoidable risk in e-commerce logistics. If your order arrives with visible damage, prompt action is essential to protect your rights and ensure a swift resolution. This article provides detailed guidance on how to inspect deliveries, document damage effectively, and navigate the claims process for replacement or refund.
Inspection Recommendations at the Time of Delivery
We strongly encourage every customer to inspect the package in person at the moment of delivery. This is the single most effective step you can take to safeguard your interests, as carrier liability and damage claim eligibility are closely tied to the condition documented at the point of handoff:
- Examine Outer Packaging First: Before accepting the package, visually inspect the shipping carton for obvious signs of mishandling—crushing, punctures, tears, water stains, dents, or evidence of repackaging (such as mismatched tape or resealing marks). Photograph any external damage before opening.
- Open and Inspect Contents Immediately: After accepting the package, open it promptly and verify that the product itself is physically intact, all listed accessories are present, and nothing appears loose, cracked, or displaced inside the retail packaging.
- Refuse Acceptance If Damage Is Evident: If you discover shipping damage during the delivery inspection, you have the right to refuse acceptance on the spot. Inform the delivery personnel of the damage and request that they note it on the delivery record. Then immediately contact our support team via the Contact Us page with your order number and photos of the damage. We will arrange a free replacement shipment without requiring you to go through the standard return process.
Damage Discovered After Acceptance
We understand that not every delivery can be inspected in person—for example, packages left at doorsteps, received by household members, or collected from parcel lockers. If you discover damage after having already accepted the package, take the following steps as quickly as possible:
- Document Everything Thoroughly: Take clear, well-lit photographs and videos capturing the damage from multiple angles. Include images of the outer shipping carton (all sides), the inner cushioning materials, the retail packaging, and the damaged product itself. Include both close-ups of specific damage points and wider contextual shots. The quality of your visual evidence directly affects the speed and outcome of the assessment.
- Preserve All Packaging Materials: Do not discard the shipping carton, internal padding, bubble wrap, foam inserts, or any other packaging components. Carriers may require physical inspection of packaging to validate claims. Retain everything until the claim is resolved.
- Report Promptly: Submit your damage report via our Contact Us page as soon as possible after discovery. Include your order number, a written description of the damage, and all photographic or video evidence. We strongly recommend reporting within 48 hours of delivery; delayed reports may complicate the carrier investigation and affect claim eligibility.
Resolution Options After Damage Confirmation
Once our support team reviews your evidence and confirms that the damage is transit-related (as opposed to a manufacturing defect or user-caused damage), we will propose one of the following resolutions based on the severity of damage, product availability, and your preference:
- Free Replacement Shipment: A new identical item is dispatched to you at no additional cost. In many cases, you will not need to return the damaged item; if return is necessary, our team will arrange prepaid pickup or provide a prepaid shipping label.
- Full Refund: If the same product is temporarily out of stock, if a replacement would take an unacceptably long time, or if you prefer not to wait, you may opt for a full refund of the purchase price. The refund is processed to your original payment method following the standard refund timeline.
- Partial Compensation: If the damage is cosmetic or minor and does not impair the product’s core functionality, and you are willing to keep the item as-is, we may offer partial monetary compensation as an alternative to replacement or refund. The compensation amount is determined on a case-by-case basis through mutual agreement.
Important Notes and Best Practices
- Transit damage claims require sufficient and credible visual evidence. Claims submitted without adequate documentation may be delayed or denied. Always photograph damage before discarding any materials.
- Do not attempt to repair or modify the damaged product yourself. Self-repair attempts can compromise the damage assessment and invalidate the claim.
- If damage occurred at a third-party collection point or during recipient-arranged forwarding, liability determination may require additional investigation and extended resolution timelines.
- For manufacturing defects discovered after delivery that are unrelated to transit damage, please refer to our warranty resources: What Does the 12-Month Warranty Cover.
For complete terms governing returns, exchanges, and refunds related to damaged items, please review our Refund and Return Policy. For general delivery provisions and carrier liability information, see our Shipping Policy.
Information current as of September 2026. Damage handling procedures and carrier claim requirements are subject to change; refer to official updates for the latest details.