When you order something online, there’s always a tiny voice in the back of your mind wondering, *“What if it arrives broken?”* or *“What if pieces go missing?”* At YESDINO, we don’t just acknowledge those concerns—we’ve built a clear, actionable policy to address them. Here’s exactly how we handle lost or damaged parts during shipping, step by step, so you know what to expect and how to resolve issues quickly.
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### Immediate Actions for Customers
If your package arrives with visible damage (dents, tears, water stains) or unsealed packaging, **do not sign the delivery receipt** until you’ve inspected the contents. Take photos or videos of the damaged packaging *before opening it*. This documentation is critical for filing claims with carriers or resolving issues with our team. If parts are missing, check all packaging materials thoroughly—small components sometimes settle in corners or beneath padding.
Report the issue within **24 hours of delivery** via email or our online support portal. Include your order number, a description of the problem, and the visual evidence (photos/videos). Delayed reporting complicates investigations, as carriers often require proof within tight windows.
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### How We Investigate & Resolve
Once notified, our logistics team reviews the shipment’s weight, carrier scan history, and packaging photos to pinpoint where the loss or damage occurred. For example:
– If the package was underweight at a carrier hub, it suggests missing items.
– Crushed corners in photos may indicate mishandling during transit.
For verified issues, we prioritize **free replacements** if the item is in stock. If replacements aren’t immediately available, we offer refunds for the affected parts or expedited shipping for backorders. In cases where damage is caused by carrier negligence (e.g., improper handling), we file claims on your behalf and cover deductible fees—you don’t pay extra.
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### When Insurance Comes Into Play
High-value or fragile shipments often include third-party insurance. If damage exceeds $500, we require a **carrier inspection report** and a notarized statement detailing losses. While this adds 3–5 business days to the resolution, it ensures full reimbursement or replacement. We guide customers through this process, including template emails for coordinating with carrier adjusters.
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### Customer Responsibilities (Yes, There Are a Few)
We’re committed to fixing problems, but transparency matters. If a package shows no external damage and parts are missing, we’ll request a video of the unboxing process to rule out tampering. For DIY assembly kits, double-check the inventory list included in your package—human error during packing, while rare, does happen. If you accidentally discard a component or damage it post-delivery, we offer discounted replacements at 30–60% off retail pricing.
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### How We Prevent These Issues
Prevention starts long before your order leaves our warehouse:
– **Custom Packaging**: Fragile items are wrapped in dual-layer bubble film, anchored with foam inserts, and boxed in crush-resistant double-wall corrugated mailers.
– **Pre-Shipment Scans**: Every order undergoes barcode scans and weight verification. A mismatch triggers a manual recheck.
– **Carrier Partnerships**: We work with carriers that provide real-time tracking updates and climate-controlled shipping for sensitive items.
Still, carriers like USPS, FedEx, and DHL have varying loss/damage rates. For example, USPS reports a 0.3% damage rate for ground services, while FedEx Express sits at 0.1%. We factor these stats into our carrier selection for your region.
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### The Fine Print (Simplified)
– **Claims Deadline**: 24 hours for damage, 7 days for missing parts (some carriers allow longer investigations).
– **Non-Covered Scenarios**: Water damage from weather (unless insured), parcels left unattended in high-theft areas, or incorrect addresses provided at checkout.
– **Special Cases**: Lost packages marked “delivered” require a 48-hour waiting period (sometimes GPS scans show misdeliveries).
If you’re ever unsure about a claim, reply to your order confirmation email or visit our contact page. We’ll respond within 2 hours during business days.
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### Why This Matters to Us
Shipping isn’t just a line item—it’s part of the product experience. A dented box or missing screw can turn excitement into frustration. By clarifying our policies and investing in preventive measures, we aim to rebuild trust even when things go wrong. After all, your satisfaction doesn’t end at the “Buy Now” button; it’s sealed only when you’re unboxing a complete, undamaged product.
Got a specific scenario not covered here? Reach out. We’ve likely encountered it before and can share tailored advice.