Ouch! Very rarely does shipping damage occur, but unfortunately, things happen. It's a part of buying and selling online. We've had experience in handling these situations with the carriers, and the best way to handle this is if we have your cooperation. If you help us help you, we can reach a resolution more quickly.
If your order arrives damaged please take the following steps:
- If the package appears damaged, take photos of the outside of the package. (Please note that sometimes boxes may show bumps and bruises but the instrument inside is fine.)
- Open the package and take photos of the item in the package
- Remove the instrument and take photos illustrating the damage.
- Retain all packing material and boxes.
- Open a support ticket here, and attach the photos.
Your support ticket that you opened will be the place to communicate with our support team as they handle the claim with the carrier. They will post updates to the ticket as they come available.
At this point, we will open a claim with the carrier. Unfortunately, this is the "limbo" part of the transaction where we have to wait for the carrier to manage the claim. Replacement items/Refunds will not be processed until the shipping carrier processes the claim.