We pack carefully, but carriers occasionally have a bad day. Here is exactly what to do so we can fix it fast.
If the courier is still standing there
If the outer carton is visibly damaged when the delivery arrives, do not sign for it - reject the delivery if possible, take a photo, and let us know. The parcel comes back to us, we lodge the insurance claim, and we arrange a resend.
If you have already opened the parcel
- Photograph everything: the outer box, the internal packaging, and the damaged item itself. A photo of the shipping label helps too.
- Keep all the packaging - the carrier's insurance process can require it to be inspected, so please do not throw anything away yet.
- Contact us within 7 business days of delivery with your order number and the photos.
What happens next
We lodge the damage claim with the carrier from our side - you do not need to fight the courier yourself. Depending on the damage we will arrange a replacement, repair, or refund, and we will let you know if the damaged item needs to come back to us (return postage for damage claims is on us).
Related: What warranty do SWAMP products have? · My parcel is missing or delayed