Missing, wrong, or damaged items in a shipment

What to send

• Order number and the customer
• Product and quantity missing, wrong, or damaged
• Photos of what arrived and, for damage, the box and packing

Report within 14 days of delivery. Ask your customer to keep the box and packing until the claim is closed; carriers can ask to inspect them.

What happens

1. We check our records for the order.
2. Missing or wrong item because of a picking error: a replacement is created, you confirm it, and we release it with shipping credited back to your account.
3. Damaged in transit: a replacement is created at your request, and we file a claim with the carrier for the damaged units. See Lost or damaged in transit: filing a claim.
4. Product defect (no seal, leaking, broken on arrival in intact packaging): replacement from another lot and the affected units are quarantined; you get the lot number for your supplier.

Creating the replacement yourself

Clone the original order in the portal, keep only the items to resend, and add a note "replacement for order 12345". Tell us in the request so we credit the shipping where it applies.

Recurring problems

If a product keeps arriving damaged, tell us; we change how it is packed (extra wrap, a different box) and note it in your standing instructions.