The way we handle packages that are lost or damaged in transit differ depending on whether the goods were supplied by Impress Designs or the goods were customer supplied.
Impress Designs Provided Goods:
In the event that a package is lost or damaged during transit, Impress Designs will take responsibility by providing you with a credit for both the lost items and the associated services. However, please note that items that have been confirmed as delivered by the carrier do not fall under this category of loss.
If your item has been lost in transit the items Impress Designs will credit you back for the lost items and services provided on the items. Items that show to have been delivered by the carrier do not qualify as lost.
Should any of your items suffer damage during transit, it's important to inform us within 24 hours of their arrival. To facilitate the credit process for damaged goods, we may request photographs of both the original packaging and the damaged items. In order to receive the credit, the original goods will need to be returned to Impress Designs for evaluation. Rest assured, we will coordinate this process, either by supplying a return shipping label or arranging a pickup through a local courier or a similar service.
Customer Supplied Goods:
Impress Designs is unable to cover the expenses associated with customer-supplied goods that experience loss, damage, or delays due to shipping carriers. We strive to provide the best possible service, but external factors beyond our control can impact the shipping process.
For cases where you provide your own goods and request shipping, please be aware that once the carrier scans the shipment, you assume responsibility. You have the option, at your expense, to add carrier shipping insurance to your outbound shipments for added protection. Insurance is not added by default and you would need to let our team know how much you would like the shipment insured for. In the unfortunate event that your goods are lost or damaged in transit, and you decide to replace or reproduce these items, you will need to place a replacement order at your own cost. Please be aware, goods that are confirmed as delivered by the carrier, do not fall under this category of loss.
If both shipping and billing were handled by Impress Designs, you have the option to request that we file a claim with the carrier. Any reimbursement received from the carrier will be credited to your account or reimbursed upon your request.