Unfortunately, if your object was damaged before shipping, it isn’t covered by smart shipping insurance. If you’ve added your own manual shipping insurance, check with the shipping company or insurer to see if they cover damage before shipping. 

In most cases, you’ll need to contact the buyer. Together, you can discuss your options and come up with a solution.

If you manage to come up with a solution with the buyer, that’s great!

But if you don’t manage to resolve the issue together or the buyer hasn’t responded to you within 72 hours, please let us know. In your message to us, include:

• At least 3 photos clearly showing the object in its current damaged state or a copy of the official police report if the object was stolen.
• A short description of the main issues with the object.
• Details on how you’d like to resolve the situation.

Once you’ve sent this information, we’ll do our best to resolve the issue as quickly as possible.