Quick answer
Report shipping damage within 2 days of delivery, and a wrong or defective item within 30 days of your order date. Open a support ticket with clear photos of the item and packaging, and we'll email you the resolution and next steps, usually within 2 business days.
You always have the right to refuse a delivery that is damaged, defective or the wrong item.
Good to know
Large items such as shower stalls ship by freight, usually in a big crate. Inspect the shipment before you sign for it and write any damage on the delivery receipt. That one step makes a damage claim much easier.
To make your order right, we need photos of the damage, and sometimes the original item returned. If you're asked to send it back and it doesn't arrive at the returns center, we may reverse the refund or charge for the replacement.
No original box? A similar box works fine. We aren't able to provide boxes or packing materials for returns.
Once an item has been used, a defect is handled under the manufacturer's warranty. To check an item's warranty, scroll down its product page and open the Warranty tab. We can also help with open-box and clearance items, but the resolution options are more limited.
Orders with more than one box can arrive in separate shipments, on different days. Check the packing list to see which pieces are part of your order and which may still be on the way. If a piece is still missing, open a support ticket with your order number and a photo of what arrived.
2 days from the delivery date. Carriers have short claim windows, so report it right away, with photos.
Yes. You can refuse any item that arrives damaged, defective or wrong.
Return the item in a similar box. We can't supply boxes or packaging for returns.
Defects in used items fall under the manufacturer's warranty. Check the Warranty tab on the product page for details.
Need a hand?
Call us at 877-392-2531, Monday–Friday, 9–5 Eastern. You can also open a support ticket or chat with Abby on ezable.com.