Skip to content
Contact Us
  • There are no suggestions because the search field is empty.

What do I do if my item(s) arrives damaged, my order gets lost, or stolen?

At American Frame, every order is carefully packaged to help ensure it arrives safely and ready to enjoy. If something isn’t right, please let us know. We are here to help and will guide you through the next steps.

If Your Order Arrives Damaged

Please inspect your shipment as soon as it is delivered, even if the outer box appears to be in good condition.

If you notice damage to the product or packaging:

  1. Contact us within five (5) business days of delivery.

    • Claims reported after five business days may not be eligible for resolution.

  2. Provide the following information:

    • A brief description of the damage

    • Clear photos of the damaged item

    • Photos of the outer shipping box

    • Photos of all internal packaging materials

    • A photo of the shipping label

  3. Retain all packaging materials.

    • Carriers may require inspection of both the item and packaging before approving a claim.

Once we receive your documentation, we will review the claim and work directly with the carrier. If the damage is confirmed to have occurred in transit, we will arrange an appropriate resolution.

If Your Order Appears Lost in Transit

If tracking shows your order has shipped but it has not arrived within the expected delivery timeframe, please contact us.

We will:

  • Verify shipment details

  • Initiate a carrier investigation on your behalf

  • Keep you informed throughout the process

Carrier investigations may take several business days to complete. We will work toward resolution once the carrier provides its findings.

If Tracking Shows Delivered

If the carrier tracking confirms delivery, including proof of delivery when available, responsibility for the shipment transfers to the recipient at the delivery address.

If you cannot locate the package, we recommend:

  • Checking with household members or coworkers

  • Confirming with neighbors

  • Contacting your building management, front desk, or mailroom

  • Reaching out to the carrier for additional delivery details

If the carrier confirms delivery and the package cannot be located, recovery must be pursued through the buyer’s homeowner’s, renter’s, or business insurance, or another applicable third party.

While American Frame cannot assume responsibility for packages confirmed delivered by the carrier, we are happy to provide documentation to support your insurance claim.