A Damaged order? It can happen!
In case of a damaged order, please do not worry!
We ship all our mirrors insured! So if you fulfill all requirements needed to file a valid claim form, we will send you a replacement mirror.
Therefore you must read this page carefully.
All damaged order claims must be filed with us within two business days after delivery.
The insurance company will reject the claim if you don’t provide us with all the required details. If so, there is nothing that we can do.
Reporting a damaged order with us:
In the event that you see visual damage on the outside of our packaging or you hear the broken mirror glass inside the package, ALWAYS accept delivery!
Do not reject it with a return to sender!
Because returning it to us will cause a six to thirteen weeks extra delay before we can handle your claim!
Sometimes when you receive a damaged order, you see (or hear) it at the moment of delivery.
Did you select basic shipping and was your package delivered by USPS?
In that case, do not open the package at this moment. Because with USPS, you need to take the package to a USPS Post Office in your area.
Here a USPS employee will examen the package and complete a USPS Form 2855. To do so, it is much safer to travel with the unopened package.
Once the USPS employee checked the package, you can safely open it at home to take photos of the damage.
Damaged order - step 1:
For the insurance claim, we need pictures to prove that we packed your mirror the correct way, according to our packaging guidelines.
Damaged order - step 2:
If you selected our basic shipping option and the packaged was delivered by USPS, please follow all steps below! For any other shipping option, please send us an email with your pictures first.
Damaged order - step 3:
When you completed all previous steps, scan the completed USPS Form 2855 (or take a picture of both pages).
Finally compose an email to firstname.lastname@example.org and attach:
- All pictures taken under step 1
- Scan (or pictures) from the USPS Form 2855
As a subject enter “Damaged order”. In the body text enter the following details:
- Your order/invoice number
- Your name, full address (including zipcode)
- Phone or cell number where you can be reached during office hours.
- The barcode number of the package (shown under the barcode address label of your package).
- The USPS case number on the USPS Form 2855
All damaged order claims must be filed with us within two business days after delivery. Our insurance company does not accept incomplete claims. So please make sure that we received all pictures asked and a completed copy of the USPS Form 2855.
When a valid claim is filed, we usually get clearance within two to six weeks. As soon as we received clearance a new mirror will be produced and shipped to you without any costs.