What do I do if one of my items is damaged or defective?

When you receive your order please look at the box before opening it, if there are any dents or holes in the box and you think the contents are probably damaged or the contents are rattling, open the box and inspect the merchandise as soon as possible. All damaged items need to be reported within 3 days from when you receive it. We apologize for any damages that may occur to your items in shipping, we do inspect the merchandise before shipping it and we pack it with the utmost care. Unfortunately sometimes packages do get mishandled along the way which results in breakage. We fully insure every package we ship in case UPS does damage or lose your package. We will take care of your UPS claim from start to finish.

In order for us to file a UPS claim for you, you must keep all original packing as UPS will need to pick up the damaged package. UPS claims can take 1-2 weeks, after they are completed we will notify you and at that time we can refund you or send you a replacement. If you believe you are missing an item from your shipment, please call us as soon as possible. Our packing stations are under video surveillance, and we will be able to review the footage to investigate if the item is indeed missing.

To speak to a customer service representative:

• Live Chat Help: Click on the Help button at the bottom-right of most pages. Enter 'chat' into the search field. When the results pop up, the Chat button is on the bottom-right of that box.
• Phone Help: Toll-Free in USA, 1-877-637-9673. If it is after hours, leave a message and we will return your call at the start of the next work day.
• Email Help: Email messages are answered within 24 hours. If your message arrives after hours we will respond at the start of the next business day.