Missing, damaged, or wrong items

What to send

Write to privatelabel@kaerwell.com with:

• The order number
• What was missing, wrong, or damaged, and how many
• Photos of the products and, for damage, the shipping box and packing as it arrived
• For a patient order, the patient's order number from your store

Report within 7 days of delivery for orders shipped to your office, and within 14 days for patient orders. Keep the box and packing until we tell you the claim is closed.

What happens

• Missing or wrong item: we check our records and ship a replacement. When the error is ours, the replacement ships free.
• Damaged in transit: we ship a replacement and file a claim with the carrier. Carriers decide claims on their own terms, so photos of the outer box matter.
• Smudged or unreadable lot and expiration: we replace the affected units and review the print.

Patient orders

Report a problem with a dropshipped order to support@kaerwell.com, with the patient's name or order number. We can ship the replacement straight to the patient. Patient orders sent by UPS Mail Innovations, our lower-cost service, carry no insurance, so a lost one cannot be claimed, and a reship is a normal order unless the error was ours.

Delivered but not received

See Tracking your order first; if it does not turn up within a day or two, tell us and we file a trace or claim with the carrier.