What should I do if there is a problem with my order?
If your order arrives damaged, defective, incomplete, incorrect, or you are having another issue with your shipment, please review the steps below so our team can route your issue correctly.
Please report damaged, defective, incorrect, or incomplete items as soon as possible, preferably within 7 days of delivery. Keep all original packaging, shipping materials, accessories, manuals, and labels until the review is complete.
If your item arrived damaged
If your item arrived damaged, keep the product, retail box, shipping box, packing materials, and shipping label. Take clear photos of the item, packaging, box damage, and label.
If Route Shipping Protection was selected for your order, filing a claim directly with Route is usually the fastest and primary next step for eligible shipping damage.
If Route was not selected, or you are not sure whether Route was included on your order, submit a request to IDJNOW with your order number, photos, and a description of the damage.
If your item is defective or not working correctly
If your item is not working correctly, please check the product manual, power connection, cables, settings, software, app, driver, or firmware requirements first. Some issues can be resolved through setup adjustments or basic troubleshooting.
If the issue continues, submit a request and include your order number, product name or SKU, serial number if available, a clear description of the issue, troubleshooting already tried, and photos or video if helpful.
If you received the wrong item or something is missing
If your order arrived with the wrong item, a missing item, or missing parts/accessories, check your tracking details and packing slip first. Some orders ship in multiple packages or from more than one location.
Please keep all packaging and submit a request with your order number, photos of what you received, photos of the box and label, the packing slip if available, and a description of what appears to be wrong or missing.
If tracking says delivered but you did not receive the package
If tracking shows delivered but you cannot locate the package, check common delivery areas first, including your porch, side entrance, garage, mailbox, package locker, building lobby, front desk, mailroom, neighbors, or other household members.
If Route Shipping Protection was selected for your order, Route may be the primary claim path once the shipment meets Route claim eligibility.
If Route was not selected, or you are not sure whether Route was included on your order, submit a request to IDJNOW with your order number, tracking number, shipping address, and a short description of what happened.
If you want to return or exchange an eligible item
For eligible returns or exchanges, please start the return request from your IDJNOW account instead of submitting a general support request.
- Log in to your IDJNOW account.
- Go to My Orders.
- Select the eligible item or items you would like to return.
- Follow the prompts and submit the return request for review.
Please do not ship items back to IDJNOW unless your return has been approved and return instructions have been provided.
What happens next?
Our team will review the order details, shipment information, photos, packaging details, and any information you provide. Depending on the issue, we may ask for additional details before the review can be completed.
Submitting a request does not guarantee that an item can be replaced, reshipped, refunded, returned, exchanged, or credited until IDJNOW completes its review and confirms the next step.