Damage Claim Policy
Domaci strives to ensure merchandise is transported safely to you, and although this process most often proceeds smoothly, delays and damages may occur in transit. We will do our absolute best to assist in getting your product to you in a timely manner and in good condition and will notify you immediately if we are made aware of any expected delays or problems.
Receiving Your Shipment
Domaci and our vendor partners take great care in packaging each product to ensure safe transport to your home. Although these items are packaged properly, in some instances, transit-related damage may occur. It is imperative that you inspect your order carefully when it arrives. Take the time to note any damage to your merchandise and to the packing materials on the delivery receipt. Do not sign the shipping documents without recording details of transit damage.
If Your Item Arrives Damaged
If upon receiving your delivery from Domaci, you notice that a package has visible damage, it is recommended that you inspect your purchase before signing for the delivery. Note any damage of the product to the delivery company prior to signing for receipt. Contact our customer service department immediately at 610-419-4111 so that we may file a freight claim and get your purchase replaced as quickly as possible.
What We'll Need To Process Your Claim
Please help us with the claims process by completing the following steps within 24 hours of receiving the shipment:
- Do NOT refuse shipment. If you're able, notate damages on Bill of Lading.
- Take photos of the box(s) your item was shipped in. Additionally, please take clear photos of any labels including shipping labels and labels identifying the product
- Take photos of the item and zoomed in photos of the damages
- You may be asked to complete a Damage Claim Form.
Please help us with the claims process by photographing the damage and the packaging, and emailing the photos to firstname.lastname@example.org. In some cases, our customer service department will process a return authorization for the damaged item which will need to be repackaged in the original box and returned to the address on the return authorization.
What Happens Next
After we receive the required documentation, a Domaci customer service representative will process the claim. This process will normally take between 7 - 14 business days.
Once your claim has been processed, we will then determine whether a replacement will be sent or if the item you received can be repaired by a furniture repair technician. If your item was shipped directly from the manufacturer, we will work with that manufacturer to expedite their claims process on your behalf.
Please note that items shipped back to Domaci without a return authorization number issued by our customer service department will not be accepted and will be returned to you at your expense.