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Knowledgebase: Return/Exchange
My Alovéa product arrived damaged. What should I do?
Posted by Alovéa Administrator on 14 March 2012 03:01 PM
We are sorry to hear that your product was damaged in transit. UPS unfortunately damages the packaging or even product on occasion. What we suggest you do is refuse the delivery when the carrier attempts to deliver if the boxes are clearly damaged. Accepting delivery is admission that it is in an acceptable condition.

If you come home and the package is destroyed, leaking, re-packaged in a brown box, missing, or in any way unacceptable, please first call 1-800-PICK-UPS within 24 hours of the delivery and tell UPS (or whichever carrier it may be) that you received a delivery that is unacceptable and to arrange for the driver to come back and pick it up.  It is also best to take pictures of your damaged package when possible.

There is no need to un-package the damaged shipment. If it's wet or leaking, then leave it outside. Then tell the story to UPS when you call, and express your concern that the shipment was damaged and is in an unsellable and unusable condition and should not have been left on the doorstep.

Next, contact us at 888-280-9555 and inform us that you refused an order because it was damaged. When you call us, we will make arrangements for a replacement.

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