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.
If your order arrived with dirty, damaged, or missing items, it is most likely the result of damage that occurred while your package was being handled by the shipping carrier.
Sometimes there is obvious denting or scuffing on the box, but sometimes the shipping carrier repackages an order without informing anyone that the package was damaged in transit.
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 does not match the weight of all the items on your order, we will immediately start getting any necessary replacement items ready to ship to you at our expense.
If 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 any case, as soon as we receive your order information, we’ll start putting together a replacement shipment for you.
To provide your order information, you can give me a call during office hours, Monday-Friday, 9:00am-4:30pm US EST at 1-478-745-1663. If you prefer, you can use the form below to report a problem and we will respond ASAP during office hours. Shipping Incident Reports must be made within 14 days of receipt.
PLEASE CONTINUE SCROLLING DOWN IF YOU WISH TO COMPLETE THE SHIPPING INCIDENT REPORT FORM TO INITIATE A CLAIM.