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My Item(s) Arrived Damaged - What Should I Do?

It is extremely frustrating when items arrive damaged! We want to address the issue ASAP - please complete the following procedure if your shipment arrived with damage:

1) Email us at team@elitepatiodirect.com to report the damage.

You are welcome to call us to speak to somebody about your issue. However, we will still require for you to send an email to initiate the claim and for documentation purposes. In your email please send us:

  1. Your order number
  2. Photos of the damaged items/parts. Please include close up photo(s) of damage and zoomed out photo(s) of the entire product
  3. Photos of the packaging that show where the packaging was damaged
  4. Please indicate whether you noted damage on your delivery receipt

2) We will get to work

  • Our team will respond to your email same day in most cases (if the email is sent during business hours). At the latest we will confirm the next business day.
  • If you report the damage within 5 business days of accepting delivery, we will send replacement parts for free
  • If you report the damage after 5 business days of accepting delivery, our options are limited - we will do the best we can to provide a solution

3) While we work on a solution...

  • Please keep all packaging, boxes, pallets, and damaged items in case they need to be inspected by the freight carrier.

4) We'll send replacement items

  • We will send replacement items for the damaged parts to you as soon as we are able

IMPORTANT NOTES

Damaged shipments, unfortunately, happen from time to time when shipping bulky items on LTL freight carriers). We have a limited time window to file a claim with freight carriers when damage occurs.

This is why we require for you to unpack and inspect items within 5 days of accepting delivery - and we do our best to notify you of this before your shipment arrives (product pages, your order confirmation email, & shipping confirmation email).

We don't process free returns when there is minor damage

We reserve the right to send replacement parts or repair your item. You cannot initiate a free return on the basis that a part arrived damaged.

If your items arrive damaged beyond repair, we will issue a full refund.

It is your responsibility to unpack and inspect your shipment in a timely manner

Please, do not accept delivery of a shipment and let it sit in the garage for 30 days! We have limited options to help you if you choose to wait longer than 5 days to inspect your items and notify us of damage.

We strongly advise for you to not schedule contractors until your items have been received & inspected

    While it is unlikely that your items arrive with damage - please wait until you have received items and inspected them before scheduling a contractor. We don't want you to get into a situation where you have to pay a contractor to show up but be unable to work.

    Read Our Guide To Receiving LTL Shipments

      Receiving an LTL shipment is different than accepting a package from a postal carrier. Check out our guide to LTL shipments for information to help prepare for your delivery.