We understand how frustrating it can be to receive an order that has been damaged during shipping. At Mountain View Hearth Products, we are committed to ensuring our customers experience minimal inconvenience in such situations. Our goal is to make the process of resolving damaged orders as smooth and hassle-free as possible, reaffirming our dedication to exceptional customer service. Follow the steps below to report the damage and start the replacement or refund process.
Step 1: Inspect Your Order Upon Delivery
Once you receive your package, inspect it for visible signs of damage such as dents, tears, or crushed areas on the box. If you notice any damage, make sure to:
- Take pictures of the package and the damaged areas before opening it. Ensure photos include all sides of the box (top and bottom as well).
- Note the damage on the delivery receipt or electronic delivery acknowledgment, if applicable.
Step 2: Check the Contents
Open the package carefully and check the items inside for damage. Look for broken or otherwise compromised parts. If any items are damaged:
- Take clear photos of the damaged items, including close-ups of specific issues and all sides.
- Keep all original packaging and items until instructed otherwise by our support team.
Step 3: Submit a Claim
Reach out to our support team within 7 days of receiving your shipment to report the damage. Use our contact form to file your claim:
When submitting your claim, please include:
- Your order number and contact information.
- A description of the damage.
- The photos of the damaged package and items.
Step 4: Resolution Process
Once we receive all necessary information, we will process your claim within 7 business days.
- Replacement: A replacement item will be shipped to you automatically at no additional cost.
- Return: If the shipping carrier requires the damaged item to be returned, we will provide instructions and cover the return shipping cost.
- Partial Replacement: For orders where only part of the shipment is damaged (e.g., one log in a gas log set), we will replace only the damaged portion to minimize potential further damage.
You will receive email updates when your claim has been processed and when the replacement has shipped.
Step 5: Monitor Your Case
Our team will handle all claims directly with the shipping carrier on your behalf. You can track the progress of your case by contacting us during our business hours (Monday–Friday, 8 AM–5 PM) or checking your email for updates.