MY order was damaged in shipping!

Rats! Thank you for bringing this to our attention. Sorry to hear your order was damaged in shipping—this is a rare occurrence for us given our volume, but it's still a major bummer! We appreciate your patience and understanding…we’re here to help you sort this out. Here’s some info and next steps:

NOW WHAT?

Not to worry…Your package was insured for the full value.

We'll file a shipping damage claim with the carrier on your behalf.

Please keep the shipping box until the claim has been settled.

What do you need from me?

Please send us the following within (7) days of delivery:

1. Photos clearly showing:
   - the damage to the box (if any)
   - damaged item inside (multiple angles, if that helps illustrate damage)

   - all internal and external packaging (in the original way it was packed)

   - see the example gallery below

2. Brief, (1) sentence Damage Statement:
   - Email to email@woodshedstageart.com (fresh email thread)
   - State that the item was "clearly damaged during shipping transit"
   - State that the the item is "damaged beyond use and cannot be repaired"
   - Your first & last name
   - Your shipping address (the shipping address from this shipment)
   - Please do NOT include any other information

what’s next?

Once we receive your photos and statement, we'll file your damage claim. We'll reach back out to you if we need anything else, or as soon as we get an update.

While ultimately the decision is out of our hands, in most cases when noticeable damage has occurred, the claim is paid out within 30 days. In most cases, the carrier pays out the full insured value of the item.

You can find additional information regarding our Shipping damage process and policy (just scroll down to "Shipping").

what about the replacement order?

For the replacement, we've got a few options:

1. Need it ASAP? We'll create a new order. You can submit payment for the new order now (and we ship a new one out to you ASAP); we'll reimburse you if/when the carrier approves the damage claim and refunds us the insurance amount.

2. No rush? You can wait until the claim is processed and once the carrier sends us the refund, we'll use that check to pay for the replacement case. 

3. Don't need this item right now? We'll still process the claim; once the claim is paid out, we'll credit your account for the reimbursement amount for a future order with us. 

In all cases, you are responsible for any replacement order costs that are not covered by the carrier's insurance reimbursement.

HOW DO I MOVE FORWARD?

Please contact your sales rep directly or email us at your earliest convenience and we’ll get the ball rolling for you ASAP.