Discovering that your eagerly awaited outdoor furniture shipment from Hongyi Outdoor Furniture Factory has been lost or damaged in transit can be frustrating. Understanding our clear procedures will help resolve such situations efficiently.
If your shipment tracking shows no movement for an unusually extended period, or if delivered items show visible damage, immediately contact our customer service team within 48 hours of delivery confirmation. Document everything with photos and videos, especially if packaging appears compromised.
For damaged items, we require photographic evidence showing both the packaging condition and the specific product damage. This documentation is crucial for filing claims with our shipping partners. For lost shipments, we initiate trace procedures with the carrier once the expected delivery window has passed significantly.
Hongyi Outdoor Furniture protects all shipments with transit insurance. For verified damage, we typically offer three solutions: sending replacement parts for minor issues, shipping entirely new units for significant damage, or providing compensation according to your original purchase agreement. The specific resolution depends on product availability and damage extent.
For confirmed lost shipments, we either dispatch identical products from our inventory or process a full refund according to your preference and stock availability. While standard investigations with carriers can take 7-14 business days, we prioritize expediting solutions for our customers.
To minimize transit risks, we use reinforced packaging materials specifically designed for outdoor furniture protection. Our partnerships with reputable logistics providers include strict handling requirements. We recommend inspecting shipments upon delivery before signing, and noting any concerns on the delivery receipt when possible.
Our commitment extends beyond simply manufacturing quality outdoor furniture to ensuring it reaches you in perfect condition. While shipping complications remain rare, our systematic approach to claims ensures fair and prompt resolutions, honoring our warranty protection throughout the delivery process.
