Support Center

What do I do with a product / package that was damaged during shipment?

Last Updated: Aug 08, 2017 11:47AM EDT

We take every reasonable precaution to ensure that products are not damaged, however damage can occur during the cross-country travel from our shipping facility to your location.

If your products are damaged during transit you may take delivery of the products or refuse the damaged products. If you take delivery of the damaged products, please sign the delivery receipt marking the box, "damaged". Add notes to the exception field about what products were damaged and what type of damage they sustained. Note any visible damage on the delivery receipt. Be as specific as possible as this will assist us in processing your damage claim with the delivering carrier.

All our products are insured with the respective shipment carrier. If your order was shipped via FedEx Ground or FedEx Express and appears to have been damaged while in transit, contact FedEx at Toll Free: 800.463.3339 with your shipment tracking number and inform them that the shipment was damaged. Take pictures of the damaged product, if possible. Contact us and we will process the claim on your behalf and send out a replacement item. Replacements are sent out in 5-7 days after the claim has been filed with the shipping carrier.

Shipment Damage: Upon acceptance of a shipment, it is your responsibility to open the package(s) immediately and report any damage AND file a claim with the freight / courier company. Do NOT throw the packaging unless you have ensured that the product is working as per your satisfaction.  

IMPORTANT: It is imperative that you take pictures of the packaging - specially at the location where the damage occurs. Our shipping carriers request multiple pictures of the packaging and the damaged item.

Damaged Displays Policy: Any physical damage to display screens and/or display accessories which occurred during shipment must be reported within 5 days of receipt, in order to be eligible for a claim.

Obvious Freight Damage: If a shipment is received with obvious freight damage or the carton is obviously damaged, REFUSE the package(s) and contact us immediately to allow us to supply you with a replacement. Please open a support ticket on our support center and provide us with details of the shipment, damage and photos of damage, if possible. We will file a claim with the shipping/freight company on your behalf. If you accept a package with obvious damage, Mvix will supply you with a replacement at your cost, but it is again your responsibility to report any damage to the freight company.

Concealed Freight Damage: If a shipment is received with concealed freight damage, notify us and the freight company immediately. It is your responsibility to file a claim with the freight company. Keep the product in the original carton. If the concealed damage is not reported to the carrier and Mvix immediately (within 7 days or receipt of the shipment), there is no recourse.

In case of damaged shipments, it is very important to report quickly and accurately. Time is of the essence. Always contact the freight company first - ask them to provide you a confirmation or claim number. Subsequently, open a support ticket with our customer support department describing the damage, such that your issue is officially logged in our system.

Freight companies prefer to work directly with the customer on damage claims. That's because they need pictures from the customer of the damaged merchandise, and they need to schedule an investigation based on the customer's availability.

Problems, Questions, Corrections: If you have any further questions, problems, or corrections you would like to see made, please open a support ticket at www.mvixusa.com/support/

mvixsupport@mvixusa.com
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