We're truly sorry to hear that your package arrived damaged and your satisfaction is our top priority. Ensuring the safe delivery of your items is of utmost importance to us, and we deeply regret any inconvenience this may have caused.
Please follow the steps below to address this issue:
- Document the Damage: Before opening the package, take clear photos of the damaged exterior. If the product inside is also damaged, please take photos of that as well. This will help us better understand the extent of the damage and provide evidence if needed for shipping or insurance claims.
- Do Not Discard the Packaging: Retain all packaging materials, including the box and any internal protective material. This may be required if a shipping claim is initiated.
- Contact Customer Service: Reach out to our customer service team as soon as possible. For ease, please refer to our Zendesk support link to facilitate the process: https://support.totembags.co.za/hc/en-us/requests/new. When contacting us, please provide: Your order number. A brief description of the damage. The photos you took.
- Next Steps: Once you've contacted us, our team will guide you through the replacement or refund process, depending on your preference and product availability. If necessary, we may also provide instructions for returning the damaged item.