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. Your photos attach right here, at the bottom.
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.
What happens with this. We use these details to investigate your claim. If it becomes a carrier claim, we share the order details and your photos with the carrier, because they cannot process a claim without them. We do not sell your information. The photos you attach are kept in a private C8 folder that only the staff working claims can open, and we clear them out after the claim closes. See our privacy policy or manage your privacy choices.
The three photos that settle it
A claim with these three attached almost never needs a second round of questions. Take them before you unpack anything else.
- 1The outside of the box. All shipping labels readable, and whatever the carrier did to it.
- 2The damage inside. The broken or leaking item where it sat, before you move it.
- 3The packing slip. The paper in the box, so we know which shipment this is.
Keep the box and everything in it until the claim closes. Carriers can ask to inspect, and a discarded box ends a claim.
Cannot use the form? Call 714-868-7088 and we will take the details over the phone. We will still need these three photos, so email them to support@c8nailsupply.com with your order number in the subject line.
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.
Address changes after you order. We pack quickly, often the same day, so call 714-868-7088 the moment you spot a problem. A minor correction we can usually fix before the order is packed: a missing apartment or suite number, a unit number, a typo in the street, a wrong ZIP digit, anything that keeps the same building and the same recipient. A larger change, a different street, a different city or a different person, means cancelling the order and placing it again, so the card and the delivery address are verified together. That is a card-fraud precaution and we apply it the same way for everyone. Once an order has shipped we cannot modify it, but you can reroute it yourself with FedEx Delivery Manager or USPS Package Intercept using the tracking number in your shipping email.
If a package cannot be delivered. A missing apartment or suite number, an address detail that does not match, or a package held for pickup and never collected all end the same way: the carrier attempts to return it to us. That return leg usually takes longer than the delivery did, and in rare cases a package is lost on the way back. A refund is available once the package is physically back in our hands, less shipping, and a restocking fee may apply on items that carry one, such as full sets and bundles. We say "once" rather than "when" on purpose, because we cannot refund a shipment we never receive. Checking the address at checkout is the whole fix.
Where our part ends and the carrier's begins. Once a package leaves us, the routing, the scanning and the delivery are the carrier's. We open the claim, send the evidence, chase the answer, and tell you exactly what comes back, including when the answer is no. What we cannot do is overturn a carrier's delivery record. It is the one part of this we do not control, and we would rather say so than let a claim look like a sure thing.
International orders. Claims take longer, and shipping and customs fees are not refundable. Every international order ships Delivery Duty Unpaid, so duties, local taxes and import charges are set and billed by your own country, are not included in what you pay us, and can change quickly. 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
Contact Us
Unable to find answers to your Nail Questions - Contact Us during our business hours - 714-868-7088 or email support@c8nailsupply.com