What should I do if my item arrives damaged?
If your item arrives damaged, please keep the item, packaging, and shipping materials. The next step depends on whether Route Shipping Protection was selected for your order.
Step 1: Keep all packaging
Please keep the product, retail box, shipping box, packing materials, and any included accessories. Do not discard the packaging until your claim or review is complete.
Step 2: Take clear photos
Please take photos of:
- The damaged product
- The product box or retail packaging
- The outer shipping box
- Any visible damage to the shipping box
- The shipping label, if available
- Any packing materials inside the box
Step 3: If you selected Route Shipping Protection
If Route Shipping Protection was selected for your order, filing a claim directly with Route is usually the fastest and primary next step for shipping damage.
Route manages Route claims directly, including eligible lost, stolen, or damaged shipment claims.
Step 4: If you did not select Route or are not sure
If Route was not selected, or you are not sure whether Route was included on your order, please submit a request to IDJNOW. Our team will review your order, photos, shipment details, and available next steps.
Please include your order number, a description of the damage, and the photos listed above.
What happens next?
Our team will review the information provided and let you know the next steps. Depending on the shipment and carrier information, we may ask for additional photos, packaging details, carrier claim information, or other documentation before a final resolution can be determined.
Keeping the item and packaging available helps avoid delays during the review process.