Order Damaged By CarrierUpdated 3 months ago
What to do in the rare and unfortunate case of damage noticed upon receiving my order.
Be bummed, be upset, if need- be down-right angry. Then take a few breaths, and center yourself.🧘🏻♀️🧘🏽🧘🏼♂️📿...
⚘ Return to the receiving instructions that we've shared with you. You will need to follow those basic instruction closely before contacting us.
✲ If you have followed the immediate receiving instructions then you can take a little comfort in knowing that we have over two decades of experience working with customers amidst these unfortunate circumstances, and we are here to help you.
✲ Every order / package that Zenwaro fulfills to carriers is insured. However we, along with your assistance have to follow a few specific policies and procedures. If followed correctly, this allows us to either replace or refund your purchase with less stress and more ease.🪬
Next Steps and What to expect.
✲ First, follow the *Receiving Instructions.
• Receiving Instructions will appear on a pamphlet placed at the very top of each package.
*For your viewing pleasure an example of this beautifully printed pamphlet is at the bottom of this article.
• These instructions were first shared in the order shipping confirmation message sent to you after your order was fulfilled to carrier.
✲ To properly notify us of damage during transport closely follow these instructions.
- Do not discard any of the packaging material.
- Make sure to notify us immediately by sending an email [email protected].
- Or visit the home page of the Zenwaro Help Center and click the "Contact Us" card at bottom of the page. On the following page complete the form attach any necessary files (keep attachments at 1MB) and click send .
- Include as much accurate information and pictures of the damaged goods in your email.
- Our fulfillment team will respond within 24 hours with specific instructions to assist you with the next steps.
- To speed up this process, read our Pro-Tips shared below. Following these Pro-Tips will reduce unnecessary complications and reduce friction therefore making your life easier.🪬
✲ Pro-Tips for faster resolution. Following the steps below will allow us to proceed faster.
*When sending us your initial message notifying us of damage, follow the steps below and include the requested information and images.
- In body of your message briefly describe the damage you found upon opening & unpacking your order.
- Reference your order number in body or subject line of message.
- Attach clear picture of shipping label on the outside of box(es) which have items damaged during transportation.
- Attach pictures of internal packaging material- styrofoam sidings, packing peanuts, foam/bubble wrap.
- Attach pictures of the box(es) that carried the damaged good(s). Specifically any sides, corners, or edges displaying any damage to outer cardboard i.e.- dents, dings, depressions, bends, punctures, abrasions, imprints, discolorations (darkened or other abnormal color markings).
- *If none of the afore listed criteria are visible on the package this does not mean that the package was not miss handled. Damage to contents does and will occur even if the box does not appear to have visible damage.
- Attach a picture of Box Certification. The cardboards manufacturer seal is usually a circle / round inked seal that details the specifics about the cardboard box. The cardboards manufacturer seal is commonly found on bottom of the box or on lower portion of package.
- If upon partially opening your package you discover clear damage only unpack or remove as little of packaging that is sufficient enough to take a clear image of damaged goods. You will be re-packaging the damaged goods so if damage is evident it is not necessary to completely un-pack item(s).
- Again, email the above requested documentation [email protected].
- Or visit the home page of the Zenwaro Help Center and click the "Contact Us" card at bottom of the page. On the following page compile your message attach the requested documentation (keep attachments at 1MB), then click send.
- All you need to do now is sit tight... Our fulfillment team will respond within 24 hours with remaining instructions to assist you with the next steps.
Receiving Instructions Pamphlet.
Found at the top of every Zenwaro package.
My package is missing or possibly delivered to another address.
☯︎ Keep calm and retrace your steps from check-out.
- Make sure that you did not accidentally enter the wrong “Ship To” address.
*We do not and cannot alter or change any address that is provided at check out. Unless we are given the authority to do so by customer.
- If you feel that something is not quite right, we urge you to contact us. Do understand that all carriers are 3rd parties. While we have a great amount of experience in working with parcel and freight transporters, these services are not an extension of Zenwaro therefore once an order is within their possession we have no control over their policies and procedures.
• Missing or incorrectly delivered packages is extremely rare and every circumstance is unique. Of course, we always want to be and will be of assistance in these rare circumstances.
*To the best of our capabilities we ensure that such a situation never occurs. Therefor we conduct a google maps search before booking every order for transport and reach out to individual customers if an error in the provided address appears.
• Should the respective carrier’s tracking portal state that the package was indeed delivered to your address, but you do not have it.
A few immediate suggestions either before or after contacting us.
- Have you studied tracking timeline report in a detailed fashion to see if there is an RTS (return to sender) or other report that does not correctly coincide with transport?
- Have you spoken to any of your neighbors to ensure they did not accidentally accept your package?
- Make sure that you are referring to or are identifying the correct online purchase?
- If the order shipped with US Postal Service. Do you know your mail carrier and have you spoken with them or made them aware of the situation?
- Be prepared to contact and possibly visit the UPSP delivery hub / office to ensure there was no issue during the last mile delivery.
Our fulfillment team will be assisting, investigating, and communicating with carrier from our end. All shipments are insured, all steps will be taken to ensure your order is safely received.