My Order Arrived Damaged — What Should I Do?Updated a day ago

If Your Order Arrived Damaged

If your shipment arrives with damaged products or visibly damaged packaging, please contact our support team as soon as possible so we can begin the carrier claim process.

You can reach us at:
[email protected]

Important: Claims for damaged or missing items must be reported within three business days of delivery. Claims submitted after this window may not be eligible for replacement.

Required Information

When contacting support, please include:

Your order number
The email address used at checkout
Photos of the damaged product
Photos of the damaged shipping box
Photos of the internal packaging (foam, dividers, packing paper, etc.)

Do Not Discard Packaging

All carriers (UPS, FedEx, USPS) require the original box and packaging materials to be kept until the claim is fully resolved.

Please do not throw away:

The shipping box
All internal packaging material
The damaged product

If packaging is discarded, the carrier may deny the claim and we may be unable to issue a replacement.

Do Not Refuse the Shipment

Please do not refuse delivery, even if the package appears damaged. Refusing delivery significantly delays the claim and replacement process.

When a shipment is refused:

The package must travel back through the carrier’s network, which can take several days
Carriers lose the ability to document damage at the delivery location, which is required for many claims
The carrier may deny or delay the claim due to insufficient inspection access
A replacement cannot be shipped until the refused package is returned, processed, and inspected

Accepting the shipment and providing photos immediately ensures the fastest resolution.

Why Photos Are Required

The photos you provide allow us to file a damage claim with the carrier. To ensure approval, photos must clearly show:

Exterior damage to the box (dents, tears, crushing)
Internal packaging condition
The damaged product itself

What Happens Next

Once all required photos and details are received, PNW Sanitary will file a damage claim with the carrier. The claim process typically takes up to 10 business days depending on the carrier’s response time.

Significant Damage:
If the damage is clearly caused during shipping and fully documented with photos of the box, packaging, and product, PNW Sanitary will ship a replacement immediately once all required information is received. We will not require you to wait for the carrier's claim investigation to complete.

Carrier Claim Requirement:
In all cases, we must still submit a claim to the carrier, but we will not delay your replacement if the damage is obvious and properly documented.

Need Assistance?

If you believe your order was damaged in transit or have questions about the claim process, please contact our support team at [email protected].

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