How to Report an Order Damaged During Shipping#
Quick Answer#
If your order arrives damaged, contact GemIQ support directly at support@gemiq.com with your order number and photos of the damage. You don’t need to file a claim with the courier yourself, because our team handles that process for you.
Before You Start#
Have your GemIQ order number ready, along with a phone or camera to photograph the damage. Keep the product, all accessories and all original packaging, both the inside and outside materials, until our team tells you the case is resolved
Reporting the Damage#
Contact GemIQ support at support@gemiq.com as soon as you notice the damage. Please don’t contact the courier or file a claim with them yourself. We have our own process for shipping damage and will handle any communication with the courier.
What to Include in Your Message#
To help us resolve this quickly, include your GemIQ order number, a short description of the damage, photos or videos of the damaged item(s), photos or videos of the inside and outside of the shipping box, and your full shipping address and contact phone number.
What Happens Next#
Our team will review your report and let you know the next steps. If we need anything else from you, such as more photos, we’ll reach out directly.
Common Questions#
Q: What should I do if my GemIQ order arrives damaged?
A: Contact GemIQ support at support@gemiq.com with your order number and photos of the damage. Our team will guide you through the next steps.
Q: Do I need to file a claim with the courier?
A: No. Please contact GemIQ directly, and we’ll handle the process with the courier for you.
Q: Should I keep the box and packaging?
A: Yes. Keep the product, accessories and all original packaging until our team confirms your case is resolved.
Q: What if only an accessory is damaged?
A: Report it the same way, with photos of the damaged accessory and your order number.
Q: How soon should I report the damage?
A: Please contact us within 7 days after delivery.
Common Mistakes#
Throwing away the box or packing materials before the claim is resolved.
Waiting more than 7 days after delivery to report the damage.