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Contact Us Promptly
File a damage claim as soon as the damage is discovered. Please have your order number and item information available.
Damage Policy
Damaged Shipments
We’re Here to Help
We are very sorry if your order arrived damaged. Every Iron Accents shipment is insured, and our customer-service team will guide you through the claim process, explain what is needed, and help determine the appropriate next step.
REPORT DAMAGE WITHIN 5 DAYS
Please inspect your order promptly after delivery. All shipping damage, including concealed damage discovered after opening the package, must be reported to Iron Accents within five (5) calendar days of the carrier-confirmed delivery date.
Many of our products ship directly from the manufacturer, and manufacturers and carriers may have strict deadlines for filing damage claims. Reporting damage within five days gives us the opportunity to document the problem and submit a claim within the required timeframe.
Damage reported after the five-day period may no longer be eligible for a shipping-damage claim, replacement, refund, or credit. If you discover damage after this period, please contact us and we will be happy to determine whether any options are still available.
What to Do First
Contact Us and Keep Everything
Keep the Item and Packaging
Save the merchandise, shipping carton, packing materials, shipping label, hardware, and all damaged or broken pieces.
Wait for Instructions
Do not return, discard, repair, install, alter, or modify the merchandise until Iron Accents provides instructions.
Please do not send damaged merchandise back on your own. Damage claims are handled separately from standard returns. The carrier, insurer, or manufacturer may require photographs, inspection, or possession of the merchandise and packaging before the claim can be completed.
Delivery Information
Parcel and Truck Deliveries
Parcel Deliveries
Inspect merchandise promptly after delivery, even when the outside of the carton appears undamaged. Concealed damage may not be visible until the package is opened.
- Keep the carton and all packing materials
- Do not flatten or discard the box
- File a claim as soon as damage is discovered
- Wait for instructions before returning anything
Freight, Blanket-Wrap, or Truck Deliveries
Whenever possible, inspect the merchandise and packaging before signing the delivery receipt or bill of lading. Note visible damage, crushed or torn packaging, missing cartons, or other concerns directly on the delivery document.
If the driver will not wait while you inspect the shipment, write “Driver would not wait for inspection” on the delivery receipt or bill of lading before signing.
- Keep a copy or photograph of the signed document
- Photograph visible damage before unpacking when possible
- Inspect the merchandise promptly
- File a claim as soon as possible
What Happens Next
We’ll Guide You Through the Claim
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Submit the Damage Claim Form
Provide your order information, a brief description of the damage, and the requested photographs.
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We Review the Information
Our team will review the report and contact you if any additional information, photographs, or documentation is needed.
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We Provide the Next Steps
Once the required information is received, we will begin the appropriate claim process and contact you regarding the available resolution and instructions.
Ready to Begin?
File Your Damage Claim
Please complete the damage-claim form as soon as possible. Continue to keep the merchandise, carton, packing materials, shipping label, hardware, and any broken pieces until we confirm they are no longer needed.
Need help completing the form? Contact us at sales@ironaccents.com or (866) 438-4766.
