What if my shipment has a damaged or missing item?

Yo, listen up, folks! Look, it's not something that happens often, but hey, the third-party shipping companies (TPSCs) we work with are not always so nice to every shipment they handle. So here's the game plan: Step 1, keep calm and don't freak out! Even though the TPSC is the responsible party or damaged or missing goods, we're experts at fixing stuff fast.

Make sure you do this when receiving your order:

• Before you accept your order, inspect the shipment and note any damage, missing items, or signs of tampering on the shipping paperwork. If the carrier or freight facility documents the issue, keep those notes.
• Report the problem within 48 hours of delivery using the damaged or missing product claim form. You can also reply to your shipping or order confirmation email with the claim details and attachments.
• For freight deliveries, note damage or missing items on the Bill of Lading (BOL) or other shipping paperwork before signing, when possible. Carrier-related damage must be reported within 5 days of delivery for a carrier claim; report it to us as soon as possible.

Have this information ready to submit:

• Photos clearly showing the affected items and, for damage, both the outer packaging and the inner contents
• A list of missing items, if applicable
• Photos of the shipping paperwork, including any notes about damage or missing items
• A written explanation of what happened

Quick Deets

Just a heads up, though: any claims for messed-up or missing stuff need to be filed with the TPSC that handled your order. But don't sweat it! We're happy to lend a hand and help you file your claim. But for real, we need all the deets listed above to get things movin'.

Oh, and here's a tip: winning a damage claim isn't easy if the outer shipping box got banged up but the fireworks inside are just lookin' a little rough but can still be used safely ("cosmetic damage"). So make sure you double-check and confirm that the actual product is messed up before you try to make a claim.

If your explosive goodies get wrecked or vanish into thin air, we can't do the reshipping thing. But don't trip, we've got your back, homie! We'll make sure to hook you up and sort everything out, no doubt about it!

Formal Stuff

• Inspection before Signing: Before signing any shipping documents, thoroughly inspect your shipment. Don't rush this step—carefully examine the contents.
• Receiving Responsibility: Do not allow the driver to leave a shipment without your signature. Take ownership of the delivery process to ensure accuracy.
• Our Liability: Please be aware that we are not liable for any damage or missing items that occur during shipment. Only issues documented on the signed shipping documents are eligible for credit consideration.
• Photo Documentation: Claims must include photographs that clearly depict the problem, enabling us to assist you effectively. Ensure you submit your claim within 48 hours of receiving your order.
• Comprehensive Photos: In cases of damage, it is essential to capture images of both the outer shipping box and the inner contents. However, note that cosmetic damage alone does not qualify as a valid basis for a claim.
• Claim Submission: Reply to your shipping or order confirmation email, attaching the relevant photos to initiate the claim process.
• Claim Status and Follow-up: After submitting a claim, the internal team reviews it and provides an update when the review is complete. If you have not received a response, request a callback from the claims team by leaving a voicemail with your name, claim details, and callback number.
• Timely Contact: Remember, any issues with your order must be reported to us within 48 hours of receipt. After this time frame, we regretfully cannot provide assistance due to the requirements set by the TPSCs we collaborate with.
• Additional Services: Kindly note that we are not responsible for any extra services required by the TPSC for your order, such as liftgate or detention time. Any related charges will be billed directly to you by the TPSC.

If you have any more questions or need assistance, hit us up! We're here to help you out and make things right. We're all about providing top-notch service and ensuring you're satisfied. Thanks for being on board with us and understanding the process. Let's handle this like pros and get you sorted. Appreciate your cooperation!

Updated on: 10/26/2026