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What to Do If Your Order Arrives Used or Damaged

This article explains how to determine whether an item you received may have been used and what to do if the package or product appears damaged.

Summary

  • Signs that may suggest the item or shipment was not in new condition include heavily damaged packaging and visible damage to the product (for example, a puncture).
  • To resolve concerns, provide photos and shipping/tracking information to customer support so the carrier claim process can begin. Refunds or returns are handled according to the returns policy after inspection.

What to look for

  • Packaging condition: heavy damage, excessive tape, or a box that is "beat up" on arrival.
  • Product condition: visible holes, punctures, tears, or other transit damage to the product itself.
  • Note: Document both the outer shipping box and the product with photos immediately when you discover damage.

What to do right away

  1. Take clear photos of:
    • The damaged shipping box (multiple angles).
    • Any visible damage to the product (close-ups of punctures or holes).
  2. Save the shipping label and tracking number shown on the box.
  3. Do not discard the packaging or damaged parts until instructed by customer support or the carrier.

How customer support can help

  • Provide the photos and the tracking number to customer support.
  • Support can file a claim with the carrier on your behalf using the tracking number and evidence you supplied.
  • The carrier’s claim may result in a payout for the damage (examples show carriers processing payments for claims).

Returns and refunds (policy summary)

  • Unopened goods may be returned within 7 days of receipt; returns of unopened goods are subject to a 20% restocking fee.
  • Return shipping costs are the responsibility of the customer.
  • Refunds are issued to the original payment method after the returned goods are received and inspected to confirm they are unopened and complete.
  • Goods that have been opened or installed typically do not qualify for return under the returns policy.

Practical steps to resolve a suspected-used or damaged shipment

  1. Immediately photograph the package and product.
  2. Contact customer support and submit the photos plus the tracking number.
  3. Allow support to file a carrier claim.
  4. Follow instructions from support about returns (if applicable). Refunds will be processed after inspection and confirmation that returned goods meet the policy criteria.

Troubleshooting tips

  • If you’re unsure what to photograph: include the whole box, the shipping label, and any product damage close-ups.
  • Keep all packaging until the claim or return process is complete.
  • If a carrier claim is filed, carrier responses (including any compensation amount) will be communicated by support.

Conclusion If your shipment arrives with heavily damaged packaging or visible product damage, document everything with photos and provide the tracking number to customer support. Support can file a carrier claim and advise on returns under the established policy; refunds for qualifying returns are issued after inspection.