What do I do if my package arrives damaged along with the contents inside, or items are missing from my package?
If your package arrives damaged or there are items missing from your package, please contact us immediately. Do not dispose of any of your packaging materials as a UPS investigator may retrieve it. We will be unable to assist you further if the package materials are thrown away. We will need you to provide the following photos so they can assist you:
- A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number, which usually begins with 1Z)
- A close-up photo of the box manufacturer’s certificate (BMC), if available. The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box.
- Two photos displaying all six sides of the package (One photo should display the top and two sides. The second photo should display the bottom and the opposite sides.)
Upon receiving pictures of the packaging, we will contact your carrier to open a damaged package investigation which may take up to 10 business days to conclude.