My item was damaged during shipping, what do I do?Updated 2 years ago

If you receive a package with damaged products, please contact customer support at your earliest convenience ([email protected]). Please take detailed photos of the product damage and any damage to the external packaging and email them to us at soon as possible. Per UPS, FedEx, USPS, and DHL guidelines, please save all boxes and packaging material until instructed to discard.

When contacting customer support, please provide the following information:

• Your order number (this number can be found in the order confirmation email)
• The email address that was used at the time of order (if different from the email address used to to contact support)
• Photographs of the damaged box, internal packaging, and the damaged product

The photos of the damaged box, internal packaging, and the damaged product will be used to submit a claim with the shipping carrier. If the damaged box and packaging has already been thrown away it will be impossible for us to file a damage/loss claim with the shipping carrier, so please be sure to take detailed photos of the packaging.

After photos of the damage box, packaging, and product are received we will submit a damage/loss claim with the shipping carrier. This process can take upwards of 10 days to resolve via the shipping carrier. Once a reimbursement is issued by the shipping carrier we will ship a replacement product and/or issue a refund, whichever works best for the customer's situation.