Report a Shipping Problem
Damaged, short or never arrived
One form, every detail we need, so nobody has to email you back asking for the basics.
Read this before you unpack anything else
Three photos decide the claim
Shipping claims are filed with the carrier, and the carrier wants proof. These are the three shots that get a claim approved. Take them on your phone before you move anything.
The box, as it arrived
Outside, all the way around, before you unpack any further. Crushing, punctures and water stains are the whole argument.
The damage inside
Leave the packing material where it is and shoot into the open box. Then shoot the damaged items themselves.
The packing slip
The paper that came in the box. It ties the damage to your specific order and the specific carton it shipped in.
Keep the box and the packing material. The carrier can ask to inspect them, and a claim with no packaging and no photos cannot be processed. Report within 14 days of delivery, and sooner is better.
Worth checking first
If tracking says delivered and the box is not at your door, one of these finds it most of the time. It takes two minutes and it beats waiting on a claim.
Before you file for a missing shipment
- Open the tracking detail. Carriers note when a package went to a mailbox, a side door, a reception desk or a neighbor
- Check for a door tag. Signature deliveries get held at a hub after a failed attempt
- Ask anyone else at the address. Packages signed for at a front desk or by a receptionist count as delivered
- Reread the address on your order confirmation. Saved browser and wallet addresses sometimes overwrite what you typed
Report the problem
Pick what happened and the form asks only what applies. Photos go by email in the next step.
Faster than this form: call 714-868-7088 any day, 9 to 7, and say you have a shipping problem. Have your order number ready.
Then send the photos
The form does not take attachments, so photos come by email. Fill in your order number above and this button will fill in the subject line for you.
Email the photosOn a phone? Reply to your order confirmation email and attach the photos there. It reaches the same inbox and it already carries your order number.
Attach three things: the outside of the box, the damage inside, and the packing slip.
What happens next
A claim is a carrier process, so some of the clock is not ours. Here is the honest version of it.
We read it and confirm what we have
If a photo is missing or something is unclear, we call or email you first rather than filing a claim that will bounce.
We open the claim with the carrier
Damage and loss in transit are claimed against the carrier that handled the package. The photos and the packing slip are what we file.
We work out which one gets you moving faster
If the item is in stock, a replacement is usually quicker than waiting on a claim decision. If it is out of stock or discontinued, a refund is the cleaner answer. You tell us the preference on the form and we tell you what is realistic.
We tell you why, in plain terms
Claims get denied for missing photos, discarded packaging, or a carrier record showing a clean delivery and signature. We will say which one it was and what options are left.
This form is for shipping problems only. Returns, exchanges and change of mind are covered on the returns and exchanges page. Defects on lamps, drills and dust collectors are manufacturer warranty claims, and we will point you to the right RMA if you call.
Signature deliveries. A package that has been signed for is treated as delivered, including packages signed at a reception or management desk. If your building accepts packages on your behalf, that signature is the delivery record.
Address accuracy. We ship to the address on the order at the time we pack it. Saved browser and payment addresses can overwrite what you typed at checkout, so it is worth comparing your confirmation email to where you expected the box.
International orders. Claims take longer and customs fees are not refundable. Full detail on the shipping and handling page.
Or bring it in
13858 Brookhurst St
Garden Grove, CA 92843
Open 7 days, 9:00am to 7:00pm
Excluding holidays
The box, the packing material and the packing slip
Frequently Asked Questions -
Whether you're shopping online or in store at our California location, we have the answers to the most common questions.
Contact Us
Unable to find answers to your Nail Questions - Contact Us during our business hours - 714-868-7088 or email support@c8nailsupply.com