Damaged Order

We take the utmost care in preparing and packaging your order. We are dealing with delicate materials, so it's in our interest to make sure that everything is correctly handled and processed. Each order is inspected before it gets rolled up in a sturdy tube and securely fastened.

Occasionally an order may be damaged in transit. UPS and Kespen require all of the following to process the claim:

Photo 1: The damaged item.
Photo 2: A close-up photo of the shipping label on the parcel, showing the tracking number (generally starts with 1Z).
Photo 3: The outside of the package (clearly showing any dents, bends, or damage to the box). You can send more than one photo for this damaged photo requirement.

Important: Please keep the product and all of its original packaging until UPS has finished investigating the claim, as they may request an inspection.

We will process the refund or send the replacement after you provide the photos mentioned above.