What should I do if there is a problem with my order?
Missing/Wrong Items
- Please open all boxed items to ensure they are correct and there are no missing or wrong parts.
- If a small item is “missing” – please check all packaging materials or the sides of the box as we tape small items to the inside of the box to prevent them from being misplaced.
- Depending on the items you ordered, it may also happen that not all packages are delivered or an item is out of stock. Also, sometimes products included in an order will be shipped directly by the manufacturer/distributor resulting in packages arriving on different days.
- If you discover a problem with your order (missing items, duplicate items, wrong items, etc.) please contact us immediately at [email protected].
Wrong items or missing parts reported after five business days from the date of delivery will not be replaced.
Damage
When you receive a shipment from us, please inspect the contents immediately to ensure it has arrived safely. You need to inspect within 5 days of receiving your order; exceeding this period may limit or cancel the claim process. Protect yourself – Inspect. If you discover damage, you need to take the following steps:
- Keep all shipping boxes and materials; these may need to be inspected by and returned to the carrier. Failure to retain packaging materials may affect how your claim is processed.
- Take (7) photos of the box and contents damage. Email the photos along with your contact information and order number to [email protected].
- Photos showing the damaged item and how it was packed inside the box
- Photos of the unopened package received
- Photos of the damaged item
- Photos of the packing materials used
- Close-up photo of the shipping label with the tracking number
- Close-up photo of the box manufacturer’s certificate (circular stamp on the outside of the box)
- Photos showing all six sides of the package (one showing the top and two sides, another showing the bottom and opposite sides)
We will contact you by phone or email to resolve damage to your order as quickly as possible.
Wrong items, missing parts or damage reported after five business days from the date of delivery will not be replaced.