We're sorry to hear this. It does happen occasionally and we have some solutions to help out.

If you receive your product and the box looks a little beat-up, don't worry. Any damage visible or concealed in the carton can be dealt with by calling our Customer Service Department at 1-877-773-7221 or sending an email to: for assistance. You will need to identify the damaged parts by referencing the part number and description in the assembly instructions. We recognize getting you a replacement part is a priority. All parts orders will be processed within 2 business days and will be shipped via UPS Ground or mail. Ground shipments typically take 5-7 business days once they leave our facility. If you provide us with an e-mail address you will automatically receive a tracking number for your parts order.

If you receive your product with excessive carton damage (greater than 30% of the parts damaged) please contact our Customer Service Supervisor at 1-800-665-1266 ext. 109 or send an email to: for assistance. We will quickly determine the extent of the damage, and supply replacement parts, or at our discretion call UPS and arrange for a replacement. All parts orders will be processed within 2 business days and will be shipped via UPS Ground or mail. Ground shipments typically take 5-7 business days once they leave our facility.

If this solution is not satisfactory we will need to redirect you to the retailer that you purchased your product(s) from.

Please note: we cannot authorize refunds for any purchases as our products are sold through authorized retailers. Your monetary transaction was made with a retailer and therefore we do not have the ability to issue credits. Please contact your retailer directly for their return policies and procedures.

DO NOT refuse delivery or send back product(s) to Prepac without first getting a Return Authorization (RA#) from the retailer from where your product was purchased. If you do not follow this procedure when returning an item, you will likely encounter difficulty with replacements or credits. Please contact your retailer directly for their return policies and procedures as restocking and/or freight fees may apply.

Our products are sold exclusively through our Authorized Dealer Network of catalog, internet and "bricks and mortar" retailers. We do not offer direct sales to consumers therefore, in the event that you are not satisfied with a product and wish to return a product for a refund, you will need to contact the retailer where you originally purchased the product. As the product manufacturer we will be more than happy to assist you by providing replacement parts or any service help that you require.