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What do I do if my item was Damaged in transit?

Posted by on 10/15/2016 to All Questions
 What do I do if my item was Damaged in transit?

If a product was damaged in transit,  within 3 business days of receiving the product, please fill out the form below.
Further instructions will be sent.

  • An email return label will be emailed to you to return your order to us and a replacement will then be ordered.
  • If an item shows damage to the packaging or you can see physical damage while FedEx is still there, you can refuse the shipment.  Please call us immediately to let us know if this happens, so we can contact FedEx and handle returns, claims and resending a replacement item as quickly as possible.
  • We will need pictures of the outside of the box, the damages done to the product, and the inner packaging. (i.e. bubble wrap, paper, etc.) before a replacement or refund can be issued.


Damaged and Defective Items


In the event your item arrives to you damaged, due to shipping or packaging issues, please notify us at once.Take pictures of the damage done to the item that was shipped, and e-mail them to customer_service@midlandhardware.com. We will be able to work on getting your item replaced, or a refund issued, which ever you prefer as soon as possible. When the item is damaged by FedEx in transit we will pick up the damaged item at our expense.  We need to be notified within the 14 days as stated in our return policy.

If you receive an item that has arrived to you with a manufacturer defect, or is missing parts, please contact us immediately. For defective items the following procedures should be followed:
The customer should contact the manufacturer.  Sometimes the manufacturer will ask questions about the product we don't have the answers to because we do not have the product in front of us. If the manufacture states that they will only deal with the seller then the customer should give us a call, and we will see what we can do on our end to help get the issue resolved. 

Please be aware that all returns/refunds, exchanges, damaged, and defective items or claims, should be brought to our attention as soon as possible, and all packages should be inspected upon delivery. We have a strict 14 day return/refund policy from the date of shipment, and we will not able be to exchange or refund for anything that is not returned to us within that time period. Please see our full return/refund policy.



Damaged Item Claim Form

Damaged Item Claim Form

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