We take care to package and ship orders safely, but damage can occasionally occur during transit. Whether your order arrives by freight or ground shipment, please report any damage to us so we can review it and help determine the appropriate resolution.

Following the steps below will help us review the damage and determine the best way to resolve it.

Inspect Your Delivery

When your order arrives, inspect the packaging and item for any visible signs of damage.

Freight deliveries: Carefully inspect the shipment before the driver leaves. If you see damage to the packaging or item, make sure the driver documents the specific damage on the delivery receipt. Examples include:

• “Crushed packaging”
• “Damaged packaging”
• “Refused due to crushed packaging”

General statements such as “subject to inspection” or “refused” are not sufficient documentation to support a freight damage claim. In many cases, the carrier may need to report the damage at the time of delivery.

Ground shipments: You do not need to inspect the package in front of the driver. However, please inspect the shipment as soon as possible after delivery and report any damage to us.

Regardless of how your order was shipped, please keep all original packaging and document the damage with photos.

Reporting Damage

If your order arrives damaged, please take photos before, during, and after unpacking the item. Keep all original packaging until the damage has been reviewed.

Then submit a damage report. Please include your order number with your request.

To help us review the damage, provide the following:

1. Photos
   • Clear photos showing the damage to the item.
   • Photos of the damaged packaging, both inside and outside when applicable.
   • A photo of the shipping label showing the tracking number.
   • Photos showing the damaged item and packaging together, when possible.
2. Description of the damage
   • Briefly describe the damage to the packaging.
   • Briefly describe the damage to the item.
3. Repair information
   • Let us know whether the item appears to be repairable with replacement parts.
   • If replacement parts may be needed, provide the part numbers, descriptions, and quantities, when available.
     • Parts lists are in the back of product manuals, but can also be found HERE.

Providing complete photos and information with your initial request helps us review the damage more quickly and determine the appropriate next steps.

Keep the Packaging

Please keep all original packaging, including boxes, crates, pallets, foam, and other protective materials, until your damage report has been reviewed and you have been advised that it is no longer needed.

What Happens Next

Once we receive your damage report and supporting information, our team will review the damage and work with you on the appropriate resolution.

If you have questions about reporting shipping damage, please click Submit a Request at the top of the page.