What to do if an item is damaged in delivery

If an item is damaged in delivery, inspect it before the driver leaves, photograph the damage and the whole item, report it right away, keep the packaging, and don’t repair it yourself until the claim is reviewed. Here’s what to do, in order.

1. Inspect before the driver leaves

Walk around the item with the driver still there. Check corners, legs, upholstery and glass. Open drawers and doors.

2. Photograph everything

• The damage, close up and from a step back
• The whole item, so the damage is in context
• Packaging and wrapping
• Where it happened, if you know: a door frame, the stairs, the truck

3. Report it right away

Contact the company the same day, with your order or trip details and the photos. Note the time and who you spoke to.

4. Keep the packaging

Insurers and stores often want to see it.

5. Don’t fix it first

A repair before the claim is reviewed can make it hard to prove the damage.

6. Know what’s covered

Ask whether the company carries cargo insurance, what the limit is, and what’s excluded.

For how BoxHauls handles claims, see what happens if something is damaged on a BoxHauls haul. More guides are in the guides index.