We take every reasonable precaution to ensure that products are not damaged when they arrive. However damage can occur during the cross-country travel from our shipping facility to your location.
There are rare occasions where a product is broken during transit. It is up to you to decide if you want to accept the delivery of the products or refuse the delivery of the broken product. If you take delivery of the broken products, please sign the delivery receipt marking the box, “damaged”. Then, add notes to the exception field. The note should specify what exactly the damage is. The more detail you can provide the better. For example, the type and where it is.
Make sure to note any visible damage on the delivery receipt. Be as specific as possible as this will assist us in processing your claim with the delivering carrier.
The shipment carriers we use insure all our products. Was your order shipped with FedEx Ground or Express? In the instance where it was, and a product appears to have been damaged while in transit, contact FedEx at Toll Free: 800.463.3339. Give them your shipment tracking number and inform them that the shipment was damaged. Next, take pictures of the product, if possible. Contact us and we will process the claim on your behalf and send out a replacement item. We ship replacements out in 5-7 days after the claim has been filed with the shipping carrier.
Upon acceptance of a shipment, it is your responsibility to open the package(s) immediately and report any damage AND file a claim with the freight / courier company. Do NOT throw the packaging unless you have ensured that the product is working as per your satisfaction.
IMPORTANT: It is IMPERATIVE that you take pictures of the packaging – specially at the location where the damage occurs. Our shipping carriers request multiple pictures of the packaging and the item(s).
Physical damage from shipping needs to be reported in a timely manner. In other to be eligible for a claim, a report number be filled within 5 days of receipt. This includes damage to display screens and/or display accessories during shipment.
Obvious Freight Damage
If a shipment is received with obvious freight damage or the carton is obviously damaged, REFUSE the package(s) and contact us
immediately to allow us to supply you with a replacement. Please open a support ticket on our support center and provide us with details of the shipment, and photos of damage. We will file a claim with the shipping/freight company on your behalf. If you accept a package with obvious damage, Mvix will supply you with a replacement at your cost, but it is again your responsibility to report any damage to the freight company.
Concealed Freight Damage
If you receive a shipment with concealed freight damage, notify us and the freight company immediately. It is your responsibility to file a claim with the freight company. Keep the product in the original carton. Please notify Mvix and the package carrier. Within 7 days or receipt of the shipment else, there is no recourse.
In case of damaged shipments, it is very important to report quickly and accurately. Time is of the essence. Always contact the freight company first – ask them to provide you a confirmation or claim number. Subsequently, open a support ticket with our customer support department. Please describing the product, to ensure we have you logged in our system.
Freight companies prefer to work directly with the customer on these claims. That’s because they need pictures from the customer of the damaged merchandise. Additionally, they need to schedule an investigation based on the customer’s availability.