4 must-do’s if your order arrives damaged

NEW YORK >> Nowadays, consumers shop online for just about everything. So you’ve likely experienced the stinging disappointment when a TV, piece of furniture or something else you ordered finally arrives on your doorstep — damaged.

Here’s what you should do if your delivery comes in lessthan-optimal shape.

1. Examine the item (thoroughly)

As soon as you receive a dented box or open a package only to discover broken merchandise, get to work. Take pictures to document the condition of the delivery when it arrived — retailers may want proof. Hang onto any enclosed packing slips and return labels.

If the item is brought into your home as opposed to being left on your porch, inspect it for damage before you’re asked to sign off on the delivery. This procedure is common with large products such as a couch or dining set.

2. Contact the retailer (quickly)

Most businesses have return policies on their websites, and there will typically be a section within that policy that addresses damaged or defective items. With a quick Google search, you can pull up such policies for big-name retailers like Amazon, Overstock, Wayfair and Best Buy.

Look for information about how the damaged product should be handled. The return policy at Lowe’s advises contacting customer care within three days of receiving a damaged item.

Best Buy’s policy says customers can return products that were defective or damaged in shipping either to a store location or through the mail during the return and exchange time period. The retailer says to call for returnby-mail instructions and it’ll cover “all reasonable and customary ground shipping fees.”

Report the broken item right away so the retailer doesn’t think you’re responsible for the damage, advises Kevin Brasler , executive editor at the nonprofit Consumers’ Checkbook.

If you don’t notice the damage for weeks, instead of shipping the item back to the retailer for a replacement, you may need to ship it to the manufacturer for repair.

“If it’s a defective item, the store should just step up and make it right, get you a replacement item as fast as possible,” Brasler says. “If it’s a

MARK LENNIHAN — THE ASSOCIATED PRESS FILE File photo boxes are loaded on a cart for delivery in New York. In the era of online shopping, you’ll likely have at least one of your deliveries come damaged. If a product arrives broken, take pictures, contact customer service and request a refund or replacement.