We encourage you to inspect your order as soon as it arrives. If any item is damaged during shipping, please contact our Customer Support team as soon as possible so we can assist you.
When contacting us, please provide a brief description of the issue along with clear photos showing:
The affected product, including the product name or label.
The damaged area of the product or its packaging.
The outer shipping packaging, such as the box or poly mailer the order arrived in, including any visible damage.
These photos are required when we submit a damage claim with the shipping carrier. Missing information or photos may prevent the carrier from approving the claim.
You can contact our team through chat or by email.
Replacement Process
Once the damages are confirmed:
A replacement product will be shipped to the address on file, free of charge.
You will receive tracking information via email within 72 business hours of confirmation.
Please note: Damage or product issues must be reported within 20 days of the delivery date shown in the carrier's tracking information. Claims submitted after this period may not be eligible for review, and the order will be considered to have been received without any reported shipping damage or product issues.
General Notes:
Providing photos promptly ensures a faster resolution process.
Nuvane cannot process claims for replacements without photographic evidence, as these are required for shipping claims.