How do I claim for damage during shipping?

Inspect the boxes upon delivery. If damage is found, keep photos of the outer packaging and the waybill information, and contact us within 15 days. We coordinate with the forwarder or courier to verify the case and arrange a replacement or compensation per the carrier assessment and the contract.

Evidence matters: photos taken before opening the cartons show whether damage happened in transit or at the warehouse. Note visible damage on the delivery note at receipt if the carrier allows it.

After you report, we confirm receipt within one working day, file the claim with the forwarder or courier (DHL, FedEx and UPS for express shipments) using your evidence, and arrange replacement or compensation. Small damaged quantities are usually replaced on the next shipment; larger claims follow the carrier settlement.

Insurance is recommended for large shipments and can be arranged at booking; under CIF terms insurance is already covered. Write to quote@vantrecomb.com with your order number and photos within the claim window — handled in working hours (Mon–Fri, 18:00–05:00 (UTC+8) / 10:00–21:00 (UTC+0)).

Related reading: Shipping time and cost · Quality issue process