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Stop, photograph everything, and keep the box and packing. Do not throw anything away until the claim is settled. Contact the seller first in most cases, since the seller usually holds the shipping account, and report the damage promptly with photos of the box, the packing, and the item.
A crushed corner or a cracked screen feels like a small thing until the claim asks for proof. Carriers and sellers decide damage claims on evidence, not on frustration, and the evidence is the packaging you are tempted to toss in the recycling. Slow down for ten minutes at the door and your claim gets much easier.
If the box is crushed, torn open, wet, or rattling in a way it should not, note the damage before you sign, or refuse the delivery if the carrier allows it. On a handheld device or paper slip, write "damaged packaging" next to your signature. That note does not prove the item inside is broken, but it stops anyone from later claiming the box arrived in perfect shape.
If the damage is hidden and you only find it after opening, that is normal too. Most damage claims cover concealed damage, where the outside looks fine and the item inside is broken. In that case the photos you take during opening matter even more, because there is no delivery note to back you up.
Photograph the outside of the box first, including the shipping label and every dent, tear, or puncture. Then photograph the packing material as it was arranged around the item, and then the item itself, with the damage in close-up. A photo of a broken item on a bare table proves little on its own. A photo series showing a thin layer of packing, a heavy item loose in a large box, or a crushed corner lined up with the crack tells the story of how the damage happened.
Keep the box, the packing, and the damaged item exactly as they arrived. Carriers sometimes ask to inspect the packaging, and sellers sometimes ask you to return it. If you throw the box away before the claim closes, you may lose the claim even when the damage is obvious.
| Evidence to keep | Why it matters |
|---|---|
| Photos of the outer box and label | Shows the condition on arrival and identifies the shipment |
| Photos of the packing as found | Shows whether the item was protected well enough |
| Close-up photos of the damage | Documents the loss itself |
| The box and all packing material | May be inspected before a claim is paid |
| Order receipt and tracking record | Ties the damage to a specific purchase and shipment |
Contact the seller first in most cases. The seller bought the shipping, holds the carrier account, and usually files the claim. Large retailers often replace or refund a damaged item right away and handle the carrier claim themselves. Going straight to the carrier can work, but the carrier may redirect you to the account holder anyway, which costs you days.
There is an exception. If you bought the shipping yourself, for example when returning an item with a label you paid for, or when you received a parcel from a private sender with no business behind it, then you are the one who deals with the carrier. In Canada, that often means a Canada Post claim through the outlet or online form, with your photos and receipt attached.
Packaging disputes are the most common sticking point. A carrier can deny a claim if the item was packed poorly, even when the handling was rough. That is why photos of the packing matter: they show whether the seller used enough cushioning, a sturdy box, and a size that fit the item. If the seller packed a fragile item in a thin mailer with no padding, that is a seller problem, and a refund or replacement is the fair outcome.
On the other hand, if the box was clearly crushed by something heavy or punctured by a forklift, the carrier bears more of the blame. Either way, you should not have to referee the argument between seller and carrier. Your job is to report promptly, supply the evidence, and keep the packaging until someone tells you the claim is closed.
Report the damage as soon as you find it, ideally the same day. Claim windows vary by carrier and seller, and a report that arrives weeks later invites the question of whether the damage happened after delivery. A same-day report with timestamped photos removes that doubt. If you are away when the package arrives and find the damage later, report it the day you return and say so plainly.
Do not repair the item, use it, or throw parts away while the claim is open. Using a damaged item can be read as accepting its condition, and repairs make inspection impossible. If the item is unsafe, such as a cracked battery or a shattered glass panel, set it aside safely and tell the seller rather than handling it further.
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