Shipping Damage

While we make every effort to have items arrive safely, damage may still occur. If your product has been damaged during shipping, our customer service team will be happy to work with you to resolve the situation. Alternatively, order parts directly from the Order Parts section of our website.

Items Received with Damage

If your box or its contents are visibly damaged, submit a parts order request directly from our website or contact our Customer Service Department at 1-877-773-7221 or parts@prepacmfg.com for assistance. You will need to identify the damaged parts by referencing the part number and description in the assembly instructions. We recognize getting your replacement(s) is a priority. All replacement orders will be processed as quickly as possible and will be shipped at no charge via UPS Ground or mail. Ground shipments typically take 5-7 business days to arrive once they leave our facility. A tracking number can be sent on request.

Wrong Items Received or Missing Parts

If you have received the wrong item or are missing parts, please submit a replacement request directly from our website or contact our Customer Service Department at 1-877-773-7221 or parts@prepacmfg.com for assistance. You will need to identify the missing parts by referencing the part number and description in the assembly instructions. If you received the wrong item, we would need details from the product carton indicating what was received. We recognize getting your replacement(s) is a priority. All replacement orders will be processed as quickly as possible and will be shipped at no charge via UPS Ground or mail. Ground shipments typically take 5-7 business days to arrive once they leave our facility. A tracking number can be sent on request.

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 about their return policies and procedures.

Refusing a Delivery

DO NOT refuse delivery or send products back to Prepac without first getting a Return Authorization (RA#) from the retailer from which 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 about their return policies and procedures, as restocking and/or freight fees may apply.