Updated November 2026
Reporting missing, damaged, or wrong items
BrandsSend the order number, what was wrong, and photos, and we replace the units, credit the order, and, for damage in transit, file the carrier claim.
What to send
- Order number and the practitioner
- Product, lot if visible, and how many units
- Photos of the units and, for damage, the shipping box as it arrived
Report within 14 days of delivery, and ask the practitioner to keep the box and packing until the claim is closed.
What happens
- Missing or wrong units: we check our records and ship replacements. Shipping is on us when the error is ours.
- Damaged in transit: replacement shipped and a claim filed with the carrier; the carrier decides reimbursement on its terms.
- Defective product (seal, leak, discoloration): replacement from another lot, affected units quarantined, and a note to your quality contact with the lot number.
- Print defects (smudged lot, bleed): replacement and a production review.
Credits
Credits for damaged or defective units are applied to the order and show on your payout. Tell us if you prefer a replacement over a credit.
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