If you receive a trash can from our factory and it arrives with visible damage — a dented lid, a cracked body, or a crushed rim — you are fully protected by our return policy. We understand how frustrating it is to wait for a heavy-duty product and then see it banged up by careless handling. Here is exactly what you need to know, step by step.
First, inspect the package immediately upon delivery. If the box looks crushed or punctured, note it on the delivery receipt before signing, or take photos of the package and the damaged product inside. Our policy requires this documentation to process your claim quickly and accurately.
Second, contact our customer support team within 30 days of the delivery date. You can reach us through the contact form on our website or by emailing support@trashcanfactory.example. Provide your order number, a clear description of the damage, and at least two photos: one showing the damaged area and one showing the entire product. This helps us verify that the issue is not from normal wear or misuse.
Once we receive your claim, here is what happens next. Within one business day, our team reviews your photos and order details. If the damage is confirmed as a delivery issue or a manufacturing defect, you have two options: a free replacement shipped to your address with no return shipping cost, or a full refund to your original payment method. For replacement, we prioritize expedited shipping so you get a working trash can as soon as possible. For refund, the amount is issued within 3 to 5 business days after approval.
In rare cases where the carrier denies responsibility, our factory still honors the warranty because we stand behind our product quality. We will not leave you stuck with a broken trash can. You do not need to return the damaged item unless we specifically request it. If we do ask for a return, we will email you a prepaid return label, and you can drop the package at any nearby shipping center. We only request returns for larger industrial bins when we need to inspect the damage further for quality control.
What about shipping costs? You never pay for return shipping or restocking fees on damaged items. The original shipping cost is also refunded if you choose a refund instead of a replacement. If you received a promotional discount or used a coupon, the refund reflects the actual amount you paid, not the list price.
One important exception: if the damage is caused by improper use after delivery — such as dropping the trash can from a high place, overloading it beyond its rated capacity, or leaving it in extreme heat that warps the plastic — this is not covered. Our policy only applies to damage that occurs during transit or from factory defects. So please inspect the product before assembly and before you start using it.
If your trash can is part of a set or came with accessories, like wheels or a lid handle, and only one component is damaged, we still replace the entire unit or refund the full order. We prefer to keep things simple for you rather than sending partial pieces that might not match perfectly.
For urgent needs, we also offer an express claim process. You can call our hotline, and a dedicated agent will walk you through the claim. In many cases, we can approve a replacement on the same call once you email the photos. This is especially helpful for businesses or property managers who need multiple trash cans right away.
To summarize our return policy for damaged delivery:
- Report within 30 days.
- Send photos and order number.
- Choose either a free replacement or full refund.
- No return shipping, no restocking fee.
- Original shipping cost refunded with a refund choice.
- Prepaid return label provided only when we request the item back.
We also keep a batch record in our factory, so our quality team can check if the damage pattern suggests a problem with our packaging line. If we see repeated issues, we improve the packaging or change carriers. That means your report not only helps you — it helps future customers avoid the same hassle.
Need to start a claim? Just visit our Returns Center, click “Damaged During Delivery,” and fill out the short form. Most customers receive their replacement or refund confirmation within two business days. We treat every damaged package seriously because our reputation depends on delivering a perfect trash can to your door. If you have any other questions about our policy, feel free to reply to the confirmation email you get after submitting your claim. Our team is ready to help, Monday through Friday, 8 AM to 6 PM Central Time.
