Occasionally, the quantity received may differ from what was declared in your ASN, or some units may arrive damaged. This article explains how we handle these situations.

Quantity Discrepancies

If the received count differs from your ASN by more than the accepted tolerance, our team will flag the discrepancy on your receiving confirmation. Common causes include:

• Short shipment from your supplier.
• Cartons damaged or lost in transit before reaching our warehouse.
• Miscounting or packaging errors at the origin.

If you believe our count is incorrect, please submit a ticket within 5 business days of receiving your confirmation. Our team will investigate and can recount if warranted.

Damaged Goods

When we receive visibly damaged cartons or units, we photograph the damage and quarantine the affected inventory. We will notify you with photos and a damage report.

You will be asked to advise us on disposition: rework and relist, donate, destroy, or return to supplier. Quarantined inventory does not accrue order fulfillment charges but may accrue storage fees.

Carrier Damage Claims

If damage appears to have occurred in transit, we will retain packaging evidence to support a carrier claim. To file a carrier damage claim, please submit a ticket referencing the shipment tracking number. Our team will provide the documentation we have collected.