ABOUT ITEMS THAT ARRIVE DAMAGED
If you have ordered one of my products from another supplier such as Amazon or Lulu, and if damage occurs to your item(s), you will need to contact them about making a claim. The advice given below is still good practice to follow if your shipment arrives damaged. If we can help you resolve an issue or if your order simply does not arrive, PLEASE do contact us and we will gladly assist you.
WHAT TO DO IF A SHIPMENT ARRIVES DAMAGED
Very, very rarely something happens to an order that is a disappointment due to transit damage. Because everything shipped directly from sallyjsmithart.com is covered by insurance, each carrier used will be providing the coverage for each shipment and their policies vary.
If your package arrives with obvious visual damage, please follow these steps to help resolve your claim as quickly as possible:
- First, document the damage with photographs and specific notes before you even open the package. Take as many clear, sharp photos as you can of the damaged part of the package in its unopened state. Make written notes of what the damage is to the outside of the box.
- Next, carefully unwrap the box and save all the packing materials. Your item may be fine, in which case, if you are happy, nothing further needs to be done except to notify us that this has happened. We will provide that information back to the supplier and the shipper so they can try to do a better job in the future.
- PLEASE email sallyjsmithart.com as soon as possible to explain the situation even if you decide to keep the contents. If there is an issue that needs to be resolved on an item sent directly from our studio, we will work with you and the shipping company to make sure you receive a replacement or full refund, whichever you prefer. You MUST contact us right away however, within 24 hours of receiving the damaged shipment to get your claim started. Keep your photos and your notes saved until your resolution is complete. We will not be able to honor any requests for exchange or return without photos, shipping and packing documentation and your order information. We will do everything we can to make sure you are happy.
If you have any questions about any of our products and how they are handled, please check the Customer Care section first and if you cannot find your answer, then feel free to send an email with the word “Customer Care” in the subject line and we will do our best to answer your concerns.