Damages
Shipping Damage Policy
What to do if your items arrive damaged.
We take great care to ensure every order leaves our shop in perfect condition. However, once your package is in transit, it becomes the responsibility of the shipping carrier. While we are not liable for damages caused during shipping, we’re happy to file a claim and make sure you're taken care of.
If your order arrives damaged, please contact us within 48 hours of delivery. We’re happy to offer store credit for damaged items, but in order to do so — and to file a claim with UPS — we must receive specific photos required by their claims process.
Please provide the following photos:
- Damaged merchandise inside the box, exactly as it arrived
- Packaging material used (e.g., bubble wrap, foam, etc.)
- Damaged item(s) outside of the box
- A close-up of the shipping label with tracking number
- The top and two sides of the shipping box
- The bottom and the opposite two sides of the box
- The Box Manufacturer’s Certificate (BMC) — a round stamp typically found on a bottom flap showing the box’s strength rating
Please also include the exact item(s) and quantities affected.
Email photos to: damage@mosleylanewholesale.com or text them to: (513) 593-5830
We know it’s a lot to gather — we feel it too — but these steps are part of UPS’s process, and we’ve got to play their game to ensure your claim is processed smoothly.
Thank you for your understanding and for working with us to get things resolved quickly!
For your reference, here’s a screenshot from UPS outlining the required documentation for submitting a damage claim.
