What happens if my item arrived damaged or was lost?

What happens if my item arrived damaged or was lost?

CampSaver partners with only the most reliable carriers and apologizes for any delays caused by lost or damaged packages. We will work hard to resolve all shipping errors with our carriers and will strive to settle all claims within two weeks from initiation.

To investigate a potential shipping error, follow the appropriate procedure for the shipping method below:

Lost Packages

• Contact us immediately if the tracking number has no scans for over 48 hours. In addition, contact us to initiate a claim if tracking shows a package as delivered that is not in your possession. Each carrier has a unique process of claim handling and a set of timeframes that it follows. We will communicate all details to you via phone or email. Carriers also may conduct detailed investigations in cases of possible mail tampering and postal fraud. Full cooperation is imperative in order to quickly and effectively resolve such issues.
• Upon a favorable claim resolution, CampSaver may initiate a replacement order; an email will be sent to your account with the new tracking number once the product has left our warehouse. If an in-stock replacement item is requested prior to a claim resolution, your credit card will be billed and a refund is instituted once the lost claim is approved by the carrier.
• Contact us immediately if the original shipment arrives prior to the resolution of the claim. If the original package arrives, at a future date after the delivery of the replacement, contact us immediately for a pickup at our expense. Keeping this delivery will result in the customer being billed for both the original shipment and the replacement order.

Damaged Packages

• Upon receipt, please inspect the order for any evidence of damage and do not sign for a package without fully inspecting the contents. If there is visible damage to the box, the merchandise, or items are missing, kindly refuse the package.
• Contact us immediately to initiate a claim if a package arrives damaged. Please provide the product number of the affected item(s), the nature of the damage (e.g. shattered, cracked, dented, item missing), and specific information about the condition of the box (e.g. re-taped, poked, contains a hole). If a package was partially accepted, please denote which item(s) were refused. Reseal the shipment and hold on to the original packaging materials for a possible inspection by the carrier. It is vital you hold onto the package for up to 30 days. Please do not send the damaged package back to CampSaver as this will result in a denied claim and you will be responsible for all associated costs. If no inspection occurs, you can discard the shipment after the 30 days expire.
• Each carrier has a unique process of claim handling and a set of timeframes that it follows. We will communicate all details to you via phone or email.
• Upon a favorable claim resolution, CampSaver may initiate a replacement order; an email will be sent to your account with the new tracking number once the product has left our warehouse. If an in-stock replacement item is requested prior to a claim resolution, your credit card will be billed and a refund will be instituted once the damage claim is approved by the carrier.