If your shipment arrived with visible damage, it's important to act quickly. Freight damage claims are time-sensitive, and the steps you take at delivery can make a significant difference in getting the issue resolved.
Step 1 — Do Not Refuse the Delivery (Unless Damage is Severe)
Unless the item is completely destroyed or unusable, accept the delivery and note the damage on the carrier's delivery receipt before the driver leaves. Refusing a shipment can complicate or delay the claims process.
Step 2 — Document the Damage Immediately
Before moving or unpacking anything further:
- Take photos and video of the packaging and the damaged item from multiple angles
- Photograph any damage to the box, pallet, strapping, or wrapping
- Keep all original packaging materials — do not discard them until the claim is resolved
Step 3 — Report It to Us Right Away
Contact us as soon as possible — ideally within 24–48 hours of delivery. The sooner we know, the faster we can open a freight claim on your behalf.
Option 1 — Submit a Ticket (Fastest)
Open a support ticket and attach your photos. Include your order number and a description of the damage and a member of our team will follow up promptly.
Option 2 — Visit One of Our Stores
If you purchased in-store or prefer to speak with someone in person, bring your documentation to any of our locations and a team member will assist you.
Option 3 — Email Us
If you're unable to submit a ticket, reach out to our team by email if all else fails:
support@busybeetools.com
What to Include in Your Report
To process your claim as quickly as possible, please provide:
- Your order number or invoice
- Photos/video of the damage (packaging and item)
- A description of the damage
- Whether the damage was noted on the carrier's delivery receipt
What to Expect
Once we receive your report:
- We'll open a freight claim with the carrier on your behalf
- We'll assess the damage and advise on next steps — which may include a repair, replacement, or partial refund depending on the situation
- Resolution timelines vary by carrier, but we'll keep you updated throughout the process
For general order questions, visit our Order Inquiry form or browse related articles in our Help Center.