What to Do If Your Order Arrives Damaged | RelightDepot

What to Do If Your Order Arrives Damaged

If your order arrives with visible damage, please report it to us as soon as possible so we can file a claim and get you a resolution. The steps below differ slightly for LTL (freight) and parcel (UPS / FedEx) shipments, so please follow the one that applies to you.

Inspect Before You Sign (LTL Freight)

For LTL freight deliveries, any visible damage must be noted on the delivery receipt (bill of lading) at the time of delivery. This is critical. Once you sign clean for a freight shipment, the carrier generally considers the shipment accepted in good condition, which can limit or eliminate your ability to recover for damage.

Before signing:

  • Walk around the pallet or crate and inspect all sides
  • Look for crushed, torn, punctured, or water-damaged packaging, as well as shifting or leaning pallets
  • Open and inspect the contents when possible
  • If you see any damage, write it clearly on the delivery receipt (for example, "package visibly damaged, dent in carton, contents unknown" or "carton crushed on top")

If damage is severe, you may also refuse the shipment. Contact us first if you can so we can coordinate with the carrier.

Inspect Parcel Deliveries Right Away

For parcel shipments (UPS, FedEx), inspect the packaging and contents as soon as they arrive. If you see damage, stop and document it before moving or installing anything.

Document the Damage

Whether your shipment came via LTL or parcel, take clear photos before doing anything else:

  • Photos of the damaged product, clearly showing the defect or breakage
  • Photos of the packaging, including any external damage to the box, crate, or pallet
  • A photo of the shipping label
  • A copy of the signed delivery receipt (LTL), if you noted damage at delivery

Hold onto the damaged product and all packaging materials until the claim is fully resolved. Carriers sometimes request an inspection, and discarding packaging can jeopardize the claim.

Report the Damage to RelightDepot

Contact us in one of the following ways with your order number, a description of the damage, and the photos you took:

Damaged shipments must be reported within the timelines described in our Customer Service and Terms of Service pages. Freight carriers enforce strict deadlines for damage claims, so the sooner you contact us, the better.

What Happens Next

  1. We file a claim with the carrier or manufacturer based on the information you provide
  2. We keep you updated as the claim moves along
  3. Once approved, we arrange a resolution: typically a replacement shipment at no cost to you, a credit, or a refund

Freight damage claims typically take 1 to 4 weeks to resolve, depending on the carrier and the complexity of the claim.

Need Help?

If you are not sure whether your situation qualifies as freight damage, or you need help deciding whether to refuse a delivery, call us at 888-548-6387 while the driver is still there or email support@relightdepot.com.

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