Skip to main content
All CollectionsCommonly Asked QuestionsOrder & Account Management
Some of my items arrived damaged from the carrier
Some of my items arrived damaged from the carrier

We will work with you file a claim with the carrier and apply a refund or credit toward your next order if damage is incurred in transit.

Updated over a year ago

Sometimes unforeseen issues can occur while items are in transit leaving our facility. If your packaging project happens to arrive with damage we will work with our friends in the carrier industry to submit a claim on your behalf.

Filing a Claim with the Carrier

To begin the claims process, we ask that you prepare the following:

  1. Photos of the damaged outer packaging

    1. We ask that you provide photos of all 6 sides of the packaging

  2. A photo of the shipping label

  3. A photo of the box contents

  4. A written description of the incurred shipping damage

Please reach out to our in-house team of experts to begin the process by sending a note to help@boxgenie.com.

It is crucial that all of the required documents be provided to prevent a delay on the claim.

How Long is the Claims Process?

The claims process could take anywhere from 7-10 business days. We count business days as Monday through Friday, excluding federal holidays.

After the claims process is complete and verified we can issue a refund via two reimbursement options. If you wish, we can:

  • Reimburse you for the applicable damaged order or;

  • Apply the refund amount toward the cost of a future order.

Did this answer your question?