If you believe you received a defective product, please contact Arm Or Ally first by opening a support ticket within 30 days of products receipt. Our team will review the situation and work with you to determine the fastest and fairest resolution available.
Start by contacting us
When opening your support ticket, please include your order number, a detailed description of the issue, and photographs whenever possible.
The more information you provide upfront, the faster we can evaluate the problem and determine the most appropriate next steps.
Every situation is different
Not all product issues are handled the same way. Some concerns may be the result of shipping damage, missing components, installation issues, product compatibility questions, or manufacturer defects.
Our team will review the information provided and determine the best course of action based on the specific circumstances of your case.
Possible resolutions
Depending on the product, manufacturer, and nature of the issue, possible resolutions may include:
- Troubleshooting assistance.
- Replacement of the defective item.
- Replacement of a defective component.
- Coordination with the manufacturer.
- Referral to the manufacturer's warranty department.
- Another mutually agreeable resolution.
Because every situation is unique, no single resolution applies to every claim.
Will I need to contact the manufacturer?
Possibly, but not always.
Many products sold by Arm Or Ally are backed by manufacturer warranties, and in some situations the manufacturer may be best positioned to provide replacement parts, repairs, or warranty service. However, we do not automatically direct customers to the manufacturer without first reviewing the issue ourselves.
Our goal is to help resolve problems in the most efficient manner possible while ensuring a fair outcome for everyone involved.
Do not modify the product
If you believe a product is defective, please do not modify, machine, alter, or attempt to repair the item before contacting us. Alterations may affect warranty coverage and limit available resolution options.
Act promptly
If you discover a potential defect, we encourage you to contact us as soon as possible. Early communication often makes it easier to diagnose the issue and identify the most appropriate solution.
At Arm Or Ally, we understand that product issues can be frustrating. Our team will review each case individually and work toward a resolution that is both reasonable and fair.
