What Should I Do If I Receive a Damaged or Incorrect Product?
At Service Club, we take product quality and order accuracy seriously. However, in rare cases, you may receive a product that is damaged during transit or not the item you ordered. If this happens, don’t worry — we’re here to help resolve the issue quickly and professionally.
This article outlines the steps you need to take if you receive a damaged, defective, or incorrect product and how to file a claim for a refund or replacement.
1. Reporting Damaged Goods and Missing Items
If your product arrives damaged, incomplete, or is the wrong item entirely, it’s important to act quickly so we can help you resolve the issue.
Common Issues to Report:
Physical damage (leaks, cracks, broken packaging)
Missing items from your shipment
Incorrect product or variation (wrong size, scent, bundle, etc.)
Malfunctioning equipment (doesn’t turn on, doesn’t work as intended)
What You Should Do Immediately:
Take photos of the item and packaging right away (including damage or incorrect product).
Do not use the product if it is visibly damaged or wrong.
Check your packing slip to confirm what was supposed to be delivered.
📸 Photos help us resolve your issue faster and are required for claims involving damage or wrong items.
2. How to File a Claim with Customer Support
To ensure fast support, please follow these steps to file your claim:
🔍 Step-by-Step Claim Process:
Contact Support
Email us at support@serviceclub.shop or use the live chat on our website.
Subject line: “Damaged or Incorrect Order – [Your Order Number]”
Include the Following Information:
Your full name and order number
A description of the issue (what’s damaged or incorrect)
Clear photos of the item(s), packaging, and shipping label (if applicable)
Wait for Confirmation
You’ll receive a reply from our support team within 24–48 hours.
We’ll either approve a replacement or issue instructions for returning the item (if needed).
Receive Your Replacement or Refund
Replacements are typically shipped within 2–3 business days after your claim is approved.
Refunds (if applicable) are processed to your original payment method within 5–7 business days.
📝 There is no need to return damaged items in most cases. If we do require the item back, we will cover return shipping.
3. Timeline for Replacements or Refunds
We aim to resolve all claims as quickly and efficiently as possible. Here’s what you can expect:
| Action | Estimated Timeframe |
|---|---|
| Submit a claim | Within 14 days of receiving your order |
| Response from support | 24–48 business hours |
| Replacement shipped | Within 2–3 business days after approval |
| Refund issued | Within 5–7 business days |
⚠️ Claims submitted more than 14 days after delivery may not be eligible for replacement or refund, depending on the situation.
Frequently Asked Questions (FAQs)
Q: What if I opened the product before noticing the damage?
A: That’s okay — we understand that some damage is only visible after opening. Take photos and send them with your claim as soon as possible.
Q: Do I have to pay for return shipping?
A: No. If we request the item to be returned, we’ll send you a prepaid label or reimburse your shipping cost.
Q: Can I get a replacement instead of a refund?
A: Yes! You can request a replacement, refund, or store credit — whichever you prefer.
Q: The package was missing some items. What do I do?
A: Please report missing items right away with a photo of what you received. We’ll ship the missing products as quickly as possible.
4. Contact Our Support Team
If you need assistance with a damaged or incorrect product, we’re ready to help.
📧 Email: support@serviceclub.shop
💬 Chat: Available Mon–Fri, 9 AM – 6 PM EST
📞 Phone: (855) 555-CLUB
Final Notes
Mistakes and shipping damage can happen, but we’re committed to correcting them swiftly and fairly. Our customer care team will ensure you’re supported and satisfied — because your experience matters to us.
✔️ Easy claims process
✔️ Fast replacements or refunds
✔️ No hassle support experience
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