Parts damaged during shipping. Dispute steps?

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Help Center / Dispute Process

Parts damaged during shipping. Dispute steps?

Last updated on Dec 22, 2025

If your custom parts arrive damaged due to shipping (e.g., broken components, crushed packaging, bent parts), follow these steps to resolve the issue—note that timely action and proper documentation are critical, especially for international shipments (returning damaged goods internationally is often costly or impractical, so we prioritize evidence-based resolution):

1. First: Document damage immediately (before signing for delivery)

Critical Rule:

Couriers (DHL, FedEx, etc.) will NOT accept liability for damage claims if you sign for delivery without noting damage—always inspect packages before signing.

If damage is found on delivery:

Refuse acceptance of the package (for severe damage) OR ask the courier to note “package damaged”/“contents damaged” on the delivery receipt and sign off to confirm.

Take clear photos/videos: Capture the damaged packaging (external and internal), the condition of the custom parts (close-ups of cracks, dents, or breaks), and the delivery receipt (with courier’s damage notation).

If damage is discovered after signing (no courier notation):

Document the damage with photos/videos within 24 hours of delivery.

Contact the local courier branch immediately to report the issue and request a damage confirmation record (though this may limit liability coverage).

2. Notify relevant parties within 24 hours

Contact our team:

Reach out to your dedicated sales representative via email/internal message, or use the website’s online chat (bottom right). Provide:

Order number + delivery date

Photos/videos of damage + courier receipt (if annotated)

Description of damaged parts (e.g., “3D printed bracket cracked at the joint” or “injection-molded housing crushed on one side”)

Contact the courier:

Report the damage to the courier’s local customer service (keep a record of the case number). For international shipments, our team can assist with escalating the claim to the origin courier if needed.

3. Dispute resolution options (for custom parts)

Since returning damaged custom parts internationally is often uneconomical (shipping costs may exceed the part value), we offer these solutions:

Option 1: Open a dispute via your order list

Go to your order list → select the damaged order → click “Open dispute”.

Select “shipping damage” as the reason, upload your evidence (photos/videos, courier records), and submit the request.

Option 2: Direct resolution with our team

Our team will verify the damage and offer the most practical solution:

Re-manufacture and re-ship: We will remake the damaged parts and send them via expedited shipping (at our cost) for urgent orders.

Partial/full refund: For non-urgent cases, we will issue a refund proportional to the damaged quantity/value (no return required).

Courier claim support: We will file a formal claim with the courier on your behalf to recover losses (you only need to provide the documented evidence).

4. Important notes for international shipments

No need to return damaged parts: Returning custom parts internationally is costly and unnecessary—we rely on your documented evidence to process resolutions.

Insurance coverage: For high-value custom orders, we recommend purchasing additional shipping insurance (our team can assist with this at checkout). Insured shipments qualify for faster courier compensation.

Liability limits: Couriers typically cap compensation at a multiple of the shipping fee (unless additional insurance is purchased). We will always advocate for full compensation based on the part’s actual value.

5. Prevention tips for future orders

For fragile custom parts (e.g., thin-walled injection moldings, delicate CNC components), we can upgrade packaging (reinforced boxes, foam inserts) at no extra cost—request this via your sales representative.

High-value orders (> $1000) should include shipping insurance to cover full replacement costs in case of damage.