All packages are inspected for damage before they ship from our warehouse. If your package has been damaged in transit, please contact our Customer Success team immediately at 855.753.0857 or by emailing firstname.lastname@example.org. To help us speed up the process of resolving your claim, please provide pictures of the damaged packaging, shipping label and products. Once we receive all of the information and assign a claims employee to you, a response will be sent out letting you know that we have received the information and it is under review and/or additional information is required. Discarding products before the claim has been finalized can result in denial of the claim.
We must be informed of all shipping-related claims within 48 hours of the package being received. Shipping claims are handled directly by Christmas Designers on your behalf. If a claim is submitted after 48 hours, this can result in the claim being denied.
For damaged oversized items such as Trees, Fiberglass and Dimensional displays, please call us immediately when received or while the freight carrier is still there. Ensure to take photographs of the damage to send to us and have the carrier mark “damaged” on the BOL during delivery. If the item is moderately damaged, please refuse the shipment and call us immediately.
Please keep in mind that all claims must be submitted with photographic evidence. The failure or refusal to provide photographic evidence will result in a denial of the claim.
If you feel your package may be Lost in Transit, please contact the Customer Success team so we may assist in filing a trace with the carrier. A trace can take up to 5 -10 business days as the shipping carrier investigates and processes the claim. Once the trace is complete and the package is determined to be lost in transit, we will assist in the replacement of your order or issue a store credit if we are unable to replace.
Please note: For lost and damaged parcel shipments, please allow 2 to 10 business days for the investigation and processing of claims. For freight shipments, this process can take up to 4 weeks.