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What should I do if my order arrives damaged?

Stay calm! Here's what you need to do.

While always a disappointment, sometimes damage happens during the shipping process. In order to submit for damages, we require our customers to open and inspect all packaging upon delivery, and follow these steps below while the delivery driver is present. Hold onto all packing materials, and photograph the damage. Notify BOXHILL of any issues within 24 hours of receipt.

If your item is damaged, you must sign the Proof of Delivery for damage before the driver leaves. This acts as a delivery receipt for the goods being shipped. To sign for damages, clearly annotate on the Proof of Delivery that the package was received damaged, and note precisely what was damaged.

If damage is not noted on the Proof of Delivery document, you are essentially stating that the shipment arrived in perfect condition, and the carrier will likely deny any claims. Claims made after the fact are called "concealed damage" claims... and carriers rarely reimburse these.

You may always refuse delivery of the shipment.  The carrier will then send the item back to production for inspection of any damage.

Your failure to follow these mandatory instructions will greatly reduce BOXHILL's ability to assist you in resolving your issue, and any assistance will be at our discretion. That said - let us know how we can help.

BOXHILL will not assume responsibility for damages that were incurred during transit and are not annotated on the Proof of Delivery by the customer at the time of delivery.

We strongly encourage you to take pictures of both the damage to the item and the damage to the packaging, as applicable, as these photos will be used later in the claims process as proof of carrier fault. Please retain all packaging materials for 45 days -- this is required should the carrier elect to inspect the merchandise.

If damage has been correctly noted on the Proof of Delivery, BOXHILL will assist you in filing the freight claim and determining if the item needs to be fully replaced, or if it is repairable.

Should an item be received damaged when it is not due to a shipping issue, please contact BOXHILL within 24 hours of receipt, and be prepared to relay order details and images of said damage. BOXHILL reserves the right to repair, replace, or refund at our discretion.

Claims for lost or stolen goods must be reported within 72 hours of expected delivery.