We understand the excitement of unwrapping your custom-crafted outdoor sanctuary. So, when you open a box and find a crack, a deep scratch, or a broken piece, it feels personal. It's not just damaged goods; it feels like a piece of your envisioned relaxation has been hurt. Don't worry, we're here to help you through this.

First, take a deep breath. Please, do not assemble the damaged item. The very first step is to document everything. Grab your phone and take clear, well-lit photographs and videos of the damage from multiple angles. Capture the damaged part itself, the packaging it arrived in, and any labels or order numbers visible on the box. This visual evidence is your strongest ally.

Next, locate your order confirmation email and the specific packing slip that arrived with the shipment. Your order number is the key that connects you to your furniture's story in our system. With your photos and order details in hand, reach out directly to our dedicated Customer Care team. You can think of us as your furniture's personal advocates. When you contact us, please provide your order number and share the photos you took. This allows us to immediately see what you see and understand the issue intimately.

Here’s the good part: your custom piece is protected. Our warranty covers manufacturing defects and transit damage. Once we receive your claim, we spring into action. Our goal is not to repair the damaged piece but to craft and dispatch a flawless replacement part to you as swiftly as possible. We will handle the logistics and keep you updated every step of the way. In most cases, you will not need to ship the damaged component back; we will arrange for its responsible disposal.

We pour our heart into every custom order, and a damaged arrival disappoints us as much as it does you. Our promise is to turn this frustrating moment around with empathy, speed, and a seamless resolution. Your perfect outdoor oasis is waiting, and we are committed to ensuring it arrives complete and beautiful, just as you dreamed.