Damaged or Lost Package

What do I do if my package is lost or damaged?

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If you experience delivery issues, please contact customer service if your order:

  • shows “delivered” when you track it, but you have not received it.

  • was damaged in shipping.

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A few tips to note:
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  • If your package is missing, please check around your delivery location to verify the carrier did not leave in a location different than where they normally leave packages.  Report any missing packages to our customer service department immediately.
  • Please inspect your package right way (open shipping/retail boxes to inspect their contents), before signing for the delivery. Do not assume the item is undamaged because the packaging does not show signs of damage. Do not sign for or accept delivery of any packages that are visibly damaged without first inspecting their contents. If the merchandise appears to be damaged, have the carrier note the damage before signing for the package and notify our customer service department immediately.
  • In the event you have signed for a shipment and you subsequently find there to be damage that was concealed by the packaging, do not throw away the packing materials or cartons or there will be no basis for a claim to file on your behalf. Concealed damage is damage that occurred either at the factory or during shipment that is not obvious without removing the packaging. If you discover concealed damage, stop unwrapping or un-packaging the shipment and notify our customer service department immediately.
  • When contacting customer service about damged items, provide as much information as possible: part numbers, description of damage, pictures, etc. This will allow us to help resolve the issue faster.

Categories: Knowledge base Shipping
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