Returns & Refund Assistant: Shipping Incident Report Form

Linda
Customer Service Supervisor

We’re very sorry to learn that your order arrived with dirty, damaged or missing items. We’re going to do everything we can to take care of this problem with as little inconvenience to you as possible.

I’d like to assure you that we don’t sell used items, and we inspect our orders several times before they ship to be sure they are clean, complete and correct.

What is a Shipping Incident (or Shipping Loss & Damage Claim)?

Dirty, Damaged, or Missing Items
Mis-Delivery

Shipping Incident Reports must be made within 14 days of receipt.

What is not covered under this policy?

We're going to discuss some exceptions to this policy, but our goal is not to deny legitimate claims, our goal is to prevent misunderstandings.  If you are visiting this page because you're having a problem with one of the following issues, please read that section to see if your issue would be covered as a shipping loss or damage claim.

My delivery is late, tracking progress has stalled, or tracking my package shows that it was delivered, but I cannot find it
My shipment was left out in the rain by the carrier
The box was damaged, or the contents were not protected to my satisfaction, but the contents of the box were not soiled or damaged
My order was sent Signature Required, it was returned to sender as unclaimed, or I would like to request re-shipment or delivery without Signature Required Delivery
My shipment was returned to sender because of an incorrect or invalid address
I want to check out your returns
policy before I order.
There was a problem with my
purchase and  I think I need to
make a claim for damage, errors, or
defects.
I just want to return my recent
purchase, I don't need to
make a claim.

Shipping Incident Report Form

Please submit the form below so we can be sure to collect as much information as we need with as little inconvenience to you as possible.  If you prefer to report your issue by phone, you can speak to a supervisor by calling 1-478-745-1663, Monday-Friday, 9:00a-4:30p US EST.

Fields marked with an * are required

The contents of my box were lightly to moderately soiled, but do not appear to be damaged, there is visible damage to the box.
The contents of my box were lightly to moderately soiled, but do not appear to be damaged, there is no visible damage to the box.
The contents of my box were damaged or heavily soiled, there is visible damage to the box.
The contents of my box were damaged or heavily soiled, there is no visible damage to the box.
One or more of the items I ordered is missing, there is evidence that the box was damaged, opened, or resealed.
One or more items is missing, there is no evidence that the box was damaged, opened, or resealed.
I was informed by the shipping carrier or the package tracking that my shipment was damaged, lost, or returned to sender.
Other, I'll explain in the comments.
Yes, I am keeping the box in case the carrier needs to inspect it.
I still have the box but I would like to know if I can just take a photo of the box then throw it away.
Oops, I already threw away the box and didn't take a photo.
My shipment never arrived.
Yes, I can definitely send a photo.
Maybe, if you can walk me through how to do it on my smartphone.
Maybe, if I have to, but it sounds like a real chore.
No, I don't have a smartphone or a digital camera.
N/A, my shipment never arrived.
Yes, that would be great! I can print it out and make my own arrangements for pick-up or drop-off.
No, I don't have a printer, please print the label out and send it by USPS 1st Class Mail. I will drop it off or call the phone number on the label for pick-up.
I'll ship them back without a pre-paid label, you can just refund my return shipping costs for standard ground rate shipping after you confirm the error.
I have a disability or require additional assistance, please call me to make special arrangements.
I don't believe this applies to my situation.
I am willing to try washing them in exchange for Barnett issuing a partial refund as a concession for my time and effort.
I prefer to return them with a pre-paid return label.
I don't believe this applies to my situation.
If this item has been discontinued and cannot be replaced, I would like to consider an alternate item or equal or greater value. I understand I will have the opportunity to approve or decline any substitute.
If this item has been discontinued and cannot be replaced, I prefer to receive a refund.

We will review your claim during normal business hours and respond as soon as possible.

I want to check out your returns
policy before I order.
There was a problem with my
purchase and  I think I need to
make a claim for damage, errors, or
defects.
I just want to return my recent
purchase, I don't need to
make a claim.

How Is A Shipping Incident Report Handled?

If your shipment arrived with missing, damaged, or soiled pieces
After you give me your order information, I will begin an investigation into this matter.   If our shipping records indicate that we left an item out of your carton, or the weight of the box when it left our dock does not match the weight of all the items on your order, we will assume that this was our Order Fulfillment Error and we will immediately start getting any necessary replacement items ready to ship to you at our expense.  

If however, our packing records confirm that your order was complete when it left our shipping department, I will need your cooperation to help me make a claim against the shipping carrier.  The shipping carrier may ask to inspect your package, so please keep the box. If you can’t keep the box, please contact me to see if the shipping carrier will accept a photo of the box. 

In either case, as soon as we receive your order information, we’ll start putting together a replacement shipment for you.  We may send you a pre-paid shipping label to return any damaged or soiled items, or we may authorize you to dispose of them; please hold all items until we have the opportunity to determine if the items can be cleaned or repaired. We may ask for a photo of the soiled or damaged items to help us make this determination or document your claim.  

If a return of soiled or damaged goods is required or your shipment is being returned to sender due to a carrier error
As soon as the tracking shows that the return shipment has been picked up by the shipping carrier, we will release your replacement shipment, even if the return shipment is still in transit. 

If the carrier lost your shipment or delivered it to the wrong address
We will contact the carrier to begin a lost package investigation, unfortunately this may take +3-7 days. Once the carrier confirms that they lost the package (the package is not just late) we will ship your replacement shipment at our expense. We will need you to cooperate by responding to the carrier investigation to confirm that you never got your shipment, otherwise they may close your claim.