We're sorry to hear that your item arrived damaged. To help us resolve the issue as quickly as possible, it is important that you report the damage promptly and provide as much information as possible when opening your support ticket.
Important reporting deadline
Damage claims must be reported within 72 hours of package delivery. Delayed reporting may affect our ability to assist with certain types of claims.
Determine the type of damage
There are two common types of damage claims: manufacturer defects and carrier damage. The steps required for each type of claim are different.
Manufacturer defects
If the item arrived intact but has a defect related to manufacturing, workmanship, materials, or product performance, the claim must first be submitted directly to the manufacturer under their warranty policy.
Nearly all products sold by Arm Or Ally are backed by a manufacturer's warranty. Manufacturers are typically best equipped to diagnose and resolve product defects, provide replacement parts, perform repairs, or issue replacements when appropriate.
If you are unable to locate the manufacturer's warranty information or need assistance contacting them, please open a support ticket and we will do our best to help.
Please note that manufacturers generally do not issue refunds. Refund requests involving manufacturer defects are reviewed on a case-by-case basis.
Carrier damage
If the package itself was damaged during shipping and the contents were damaged as a result, please include the following with your support ticket:
- Photos of the damaged item.
- Photos of the damaged shipping box or packaging.
- Photos of any carrier markings indicating "Delivered Damaged", "Received Damaged", "Without Contents", or similar carrier notations.
If the package was visibly damaged upon delivery and the carrier did not mark the package accordingly, you may be required to contact the carrier for additional documentation.
Do not discard the packaging
Please retain all packaging materials, shipping boxes, packing materials, labels, and damaged items until the claim has been fully resolved.
Carriers and insurance providers may request an inspection of the original packaging during the claims process. Disposing of packaging materials before the claim is completed could affect the outcome of the claim.
Opening a support ticket
When submitting your ticket, include your order number, a detailed description of the issue, and all requested photographs. Providing complete information up front helps us process your claim more quickly and may reduce the need for follow-up requests.
Our team will review the information provided and determine the appropriate next steps based on the nature of the damage and the applicable warranty or shipping claim process.
