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Damaged Item Received
We take great care to ensure your orders arrive safely, but occasionally, products may arrive with damage despite our quality checks. If your product arrives in less-than-perfect condition, we recommend reporting the receipt of a damaged product to Customer Service within 48 hours of delivery and not discarding the damaged item or its packaging. Once the damaged issue is confirmed, our dedicated Customer Care Team is ready to resolve the issue and advise on the best solution, which may include a refund, replacement, or repair options.
We have two categories for different damage occasions: Concealed Shipping Damage and Obvious Shipping Damage. Choose the appropriate category based on your situation. Please make sure to complete this process within 30 days of your delivery date. After 30 days, OHWILL will still try to assist, but charges may apply.
Concealed Shipping Damage:
If you've already accepted the delivery and later discovered concealed shipping damage (not visible on the outside of the packaging), please contact our service. Be sure to include a copy of your original order confirmation, confirm the item number and quantity of the damaged item(s), and provide clear photographic evidence of the damage and all packaging materials and paperwork.
Once you notify us of the damage, we will file a claim with the shipper. Please do not discard the damaged product or the packaging. Typically, the shipper will schedule a pickup for inspection and processing. Your assistance in making the item available for pickup on the scheduled date and time is vital.
Obvious Shipping Damage:
If a shipment arrives at your door with obvious shipping damage, accept the shipment and immediately inspect the items. Do not refuse the shipment. Refusing a damaged shipment may leave the resolution in the hands of the carrier. You have more control over the situation by keeping the shipment.
1. Photograph the entire process, including the damage, all packaging materials, and paperwork.
2. Note any damages on the carrier's delivery receipt, or contact the carrier to submit a damage claim.
3. Inform our customer service by including a copy of your original order confirmation, the item number and quantity of the damaged item(s), the claim number, and provide clear photographic evidence of the damage and all packaging materials and paperwork.
4. Do not discard the damaged product or the packaging. The shipper will typically arrange to pick up the item for inspection and processing. Your cooperation is essential for the scheduled pickup.
Please note that attempting to return the damaged item without speaking to one of our customer service representatives could jeopardize your chances of making a claim, and you may not receive credit for the return.
Important Note:
Ohwill.com is not responsible for reimbursing any labor costs or project delays that may occur due to the receipt of damaged goods. We strongly recommend waiting to schedule installation until after your order has arrived and been thoroughly inspected.
We have two categories for different damage occasions: Concealed Shipping Damage and Obvious Shipping Damage. Choose the appropriate category based on your situation. Please make sure to complete this process within 30 days of your delivery date. After 30 days, OHWILL will still try to assist, but charges may apply.
Concealed Shipping Damage:
If you've already accepted the delivery and later discovered concealed shipping damage (not visible on the outside of the packaging), please contact our service. Be sure to include a copy of your original order confirmation, confirm the item number and quantity of the damaged item(s), and provide clear photographic evidence of the damage and all packaging materials and paperwork.
Once you notify us of the damage, we will file a claim with the shipper. Please do not discard the damaged product or the packaging. Typically, the shipper will schedule a pickup for inspection and processing. Your assistance in making the item available for pickup on the scheduled date and time is vital.
Obvious Shipping Damage:
If a shipment arrives at your door with obvious shipping damage, accept the shipment and immediately inspect the items. Do not refuse the shipment. Refusing a damaged shipment may leave the resolution in the hands of the carrier. You have more control over the situation by keeping the shipment.
1. Photograph the entire process, including the damage, all packaging materials, and paperwork.
2. Note any damages on the carrier's delivery receipt, or contact the carrier to submit a damage claim.
3. Inform our customer service by including a copy of your original order confirmation, the item number and quantity of the damaged item(s), the claim number, and provide clear photographic evidence of the damage and all packaging materials and paperwork.
4. Do not discard the damaged product or the packaging. The shipper will typically arrange to pick up the item for inspection and processing. Your cooperation is essential for the scheduled pickup.
Please note that attempting to return the damaged item without speaking to one of our customer service representatives could jeopardize your chances of making a claim, and you may not receive credit for the return.
Important Note:
Ohwill.com is not responsible for reimbursing any labor costs or project delays that may occur due to the receipt of damaged goods. We strongly recommend waiting to schedule installation until after your order has arrived and been thoroughly inspected.