What should I do if my shipment is damaged?
Damaged shipments are handled differently depending on the mode of transit. Here's what to do if your shipment is damaged:
If your shipment was delivered via FedEx or UPS:
Please inspect the contents of the package. Although the shipping cartons may be damaged, the contents may be unharmed. If the product itself is damaged, please call 1-866-429-5200, Monday - Friday, 8:00 - 5:00 pm EST and we will be happy to assist you.
If your shipment is delivered via a trucking company:
The driver will typically ask you to sign a delivery receipt. Please write down any visible damage on the delivery receipt and accept the shipment. It is important to not refuse the shipment. Refusing the shipment incurs a 20% restocking fee and delays our ability to more quickly rectify the problem.
After accepting the shipment, inspect the contents of your shipment. The cartons will have been through a lot by the time they get to you. Even if the cartons are beat up, usually the contents are not damaged. If any portion of the product is damaged, please call 1-866-429-5200, Monday - Friday, 8:00 am - 5:00 pm EST. We will be happy to assist you, provided the concern was noted on the delivery receipt.