While we make every effort to have items arrive safely, damage can still sometimes occur. If your product has been damaged during shipping, our customer service team will be happy to work with you to resolve the situation.
If your box or its contents are visibly damaged (also known as 'concealed damage'), call our Customer Service Department at 1-877-773-7221 or send an email to firstname.lastname@example.org 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 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.
If more than 30% of the parts in your box are damaged, please contact our Customer Service Supervisor at 1-800-665-1266 ext. 109 or send an email to
email@example.com for assistance. We will quickly determine the extent of the damage and supply free replacement parts. (In some cases and at our discretion, we may call UPS and arrange for a replacement of the entire product.) 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 to arrive once they leave our facility.
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 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 for their return policies and procedures, as restocking and/or freight fees may apply.