If the product was lost, contact our Customer Service department as soon as possible if you or your client does not receive their package.
If the product you received was damaged during shipping, please keep all products and packaging materials. To honor a damage claim, the shipping company needs photos of the damaged product and packaging and may return to inspect or pick it up. Any shipping damage reported later than 5 business days may not be covered and could require you to pay for the replacement product.
Please report any damage within 5 days by emailing customerservice@zookbinders.
The photos we will need of the damaged packaging and album to submit a claim with the shipping carrier as as follows:
- A photo of the damaged product.
- A photo showing the damaged merchandise, inside the original box, with the original cushioning. (The picture should show the placement of the merchandise and packaging inside the box.)
- A photo of the packaging material used inside the box. (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)
- A close-up photo of the shipping label with the tracking number. (Please zoom in enough to read the tracking number, which usually begins with 1Z.)
- Two photos displaying all 6 sides of the package. (1 photo should display the top and 2 sides, the 2nd photo should display the bottom and the opposite sides.)