Damaged on Arrival

What to do if your item arrives damaged

We’re sorry if your order has arrived damaged, whether you noticed it on delivery, during unboxing, or while assembling your new product. We’re here to help get things sorted as quickly as possible.

To get started, get in touch and provide:

• Your order number
• Photos of the damage: both the product itself and the packaging or carton it arrived in
• Close-up photos of the specific damage
• A brief description of what’s damaged

If damage is visible when the carrier arrives

If a parcel looks visibly damaged when it's delivered (torn outer packaging, crushed corners, items rattling around), you have two options:

• Don't sign for it. Refuse the delivery and let the carrier take it back. Then get in touch with us within 24 hours so we can arrange a replacement and lodge the carrier claim on your behalf.
• Sign and take it if you want to inspect it more carefully before deciding, but please check the contents and let us know within 24 hours if there's damage.

The 24-hour window is what protects your right to a full carrier-claim resolution for visible delivery damage. If damage isn't obvious at delivery and you discover it later during unboxing or assembly, the no-time-limit rule below applies instead.

Safety warning, electrical and gas products

If your damaged item is electrical or gas-powered and there’s any sign of a safety concern (such as sparking, smoke, or unusual smells), please stop using the product immediately and don't attempt to charge or operate it until you’ve heard back from us.

Photos we’ll need

Clear photos help us assess the damage quickly and get your resolution sorted faster. Please send us:

• Close-up photos of the product damage
• Photos of the outside of the packaging
• Photos of the internal packing materials
• A wider photo showing where the damage is on the product
• Multiple angles if possible

For assembled products like sheds or furniture, it’s helpful if you can identify the damaged parts using the product manual (if included).

If the issue is functional (for example, something isn’t working properly), a short video showing the problem is really helpful. You can send videos via email, or through Facebook Messenger or WhatsApp if that’s easier.

Please attach photos directly to your email rather than using cloud storage links, as these don’t always come through correctly.

How we’ll resolve it

Replacement (most common)

For most damaged items, we’ll send you a replacement. We’ll confirm your delivery address before dispatching to make sure it gets to the right place.

If you’re near one of our showrooms in Auckland or Christchurch, we can also arrange for you to pick up your replacement in store.

Replacement parts

For larger assembled products like sheds, trampolines, or outdoor furniture, it often makes more sense to send replacement parts rather than a whole new product. We’ll ask you to identify the damaged parts using the part numbers in your product manual so we can get the right components sent out to you.

What happens to the damaged item?

Depending on the situation, you may be welcome to keep the damaged item as a spare or dispose of it. If we need the item returned, we’ll arrange a courier collection at no cost to you. We’ll let you know the collection date and provide labelling instructions.

If the replacement is out of stock

If your replacement product is temporarily out of stock, we’ll let you know when new stock is expected and give you the option to wait or explore an alternative solution.

What to expect

• Once you’ve sent us photos, we’ll typically review your claim within 1–3 business days.
• More complex cases (for example, where we need to check with our supplier) may take a little longer, but we’ll keep you updated.
• For damage visible at the door, please let us know within 24 hours so we can sort the carrier claim alongside your replacement (see "If Damage Is Visible When the Carrier Arrives" above).
• For damage discovered later, during unboxing or assembly: there's no time limit. If you find it days or even weeks after delivery, just send us photos and we'll take care of it.
• All freight and carrier claims are handled by us. You’ll never need to deal with a courier company directly.
• All our products are brand new. If your item looks scuffed or dirty on arrival, please let us know and we’ll sort it out.

Contact us

Ready to report damage or have questions about the process? Get in touch and we’ll help you out:

• Email: support@tradetested.co.nz
• Phone: 0800 800 880 (Mon–Sat, 9am – 5pm)
• Live Chat: Available on our website
• Social: Message us on Facebook Messenger or WhatsApp