Damaged Package Delivery Guide

Can I Accept the Delivery If the Package Is Damaged?

Yes, you may accept and sign for the delivery.

If you notice that the outer packaging is damaged, dented, compressed, cracked, or shows any other signs of damage upon delivery, please sign for the package first.

Your order is covered by shipping insurance. Please note that we can only start the logistics claim and after-sales support process after the package has been successfully delivered and signed for.

Please rest assured that signing for the delivery does not mean you need to bear the loss yourself. Our team will assist you as soon as possible and provide a suitable solution based on the actual condition of the product, including replacement parts, replacement components, or a new replacement product if the damage is severe.

Please Note the Damage When Signing

When signing for the delivery, if the carrier provides a paper delivery receipt or an electronic signature page, please make sure to add a note such as:

“Package damaged”

or

“Package damaged upon delivery”

This note will help us submit the shipping insurance claim to the logistics company more efficiently and speed up the handling process.

Photos We Need After Delivery

To help us submit the claim and process your case as quickly as possible, please take and provide the following photos after signing for the package:

  1. Front view of the outer package
    Please take a clear photo of the full front side of the package, including the shipping label if possible.
  2. Side view of the outer package
    Please take a clear photo of the side of the package so we can check for signs of compression, impact, or deformation during transit.
  3. 2–3 photos of the damaged area
    Please take photos from different angles clearly showing the damaged, dented, cracked, or deformed areas.
  4. Overall packaging photos
    Please keep and photograph the full packaging condition, including the outer box, wooden crate, foam, or other protective materials. Please do not discard the packaging before the case is fully resolved.
  5. Product photos
    After opening the package, please check the product carefully and take photos of the full product as well as any affected or damaged areas.

What Will We Do Next?

Once we receive your photos and details, we will submit the information to the logistics company and follow up on the case for you immediately.

Depending on the actual condition of the product, we may arrange one of the following solutions:

  • Send replacement parts or accessories;
  • Send replacement product components;
  • Arrange replacement parts or components if only certain areas are affected;
  • Arrange a new replacement product if the product is severely damaged and cannot be used properly;
  • Provide another reasonable solution based on the actual situation.

Important Reminder

Please keep all original packaging materials and product photos until the issue has been fully resolved. Clear photos and a damage note on the delivery receipt will help us submit the shipping insurance claim more efficiently and provide you with a faster solution.

If you notice any issue with the package or product, please sign for the delivery first and contact our customer support team as soon as possible. We will assist you right away.