What to Do When Your Order Arrives Damaged
We take great care in packaging our custom sports cards to ensure they arrive in perfect condition. However, we understand that shipping damages can occasionally occur. If your order has arrived damaged, we're here to help resolve the issue quickly.
Step-by-Step Damage Resolution Process
1. Document the Damage
As soon as you notice damage to your order:
- Take clear photos of the damaged packaging
- Take clear photos of the damaged items
- Keep all packaging materials and damaged items
- Note any visible damage to the shipping box
These photos will help us assess the damage and process your claim more efficiently.
2. Contact Our Support Team
Contact us within 7 days of receiving your damaged order:
- Email: support@matchmint.com
- Subject Line: "Damaged Order - [Your Order Number]"
- Include in your email:
- Your order number
- Description of the damage
- Photos of the damaged items and packaging
- Your preferred resolution (replacement or refund)
3. Our Resolution Process
Once we receive your damage report, our customer service team will:
- Review your submitted information and photos (within 1-2 business days)
- Confirm the damage is eligible for replacement/refund
- Process your replacement order or refund
- Provide you with tracking information for your replacement (if applicable)
Types of Damage We Cover
We cover damage that occurs during shipping, including:
- Bent or creased cards
- Water damage
- Torn or ripped cards
- Scratched or scuffed surfaces
- Damaged corners or edges
- Printing errors not visible in digital proofs
Replacement vs. Refund Options
In most cases, we offer:
- Full replacement: We'll reprint and ship your damaged items at no cost
- Partial replacement: If only some items were damaged
- Refund: In cases where a replacement isn't possible or preferred
Timeframe for Resolution
| Resolution Step | Estimated Time | |-----------------|----------------| | Initial response | 24 hours | | Review process | 1-2 business days | | Replacement production | 1-3 business days | | Shipping | Depends on location |
For urgent replacements, we offer expedited processing at no additional cost for damaged order replacements.
Do You Need to Return Damaged Items?
In most cases, you will not need to return damaged items. However:
- We may request return of damaged items in certain situations
- If requested, we'll provide a prepaid return shipping label
- Returns must be sent back within 14 days of receiving the return label
Prevention Tips for Future Orders
To minimize the risk of shipping damage:
- Consider premium shipping options for valuable orders
- Add shipping insurance during checkout for high-value orders
- Provide accurate delivery instructions for safe placement
- Request special packaging for delicate or high-value orders
Our Damage Protection Guarantee
At MatchMint, we stand behind the quality of our products and want you to be completely satisfied with your purchase. Our Damage Protection Guarantee ensures:
- Fair assessment of all damage claims
- No-hassle replacements for shipping damage
- Expedited processing for replacement orders
- Clear communication throughout the resolution process
Contact Support
If you have any questions about our damage claim process:
- Email: support@matchmint.com
- Subject: "Damage Claim Question"
- Response Time: Within 24 hours
We're committed to making this process as smooth as possible and ensuring you receive perfect products.