What if something arrives damaged?
How to report shipping damage and what our team does to resolve it quickly.
Every shipment is fully inspected before it leaves our factory, but damage can occasionally occur during international transit or last-mile delivery.
Whether the damage is visible on the outside of the pallet or only discovered after unpacking, we’ll help you resolve it as long as it’s reported properly and within the required timeframe.
If the Damage Is Visible on the Outside
If a pallet, crate, or wrapping arrives with obvious signs of impact, punctures, or crushing:
• take photos before the driver leaves
• note the damage on the delivery receipt
• email the photos to aftersales@ekodome.com
This helps us file a claim with the carrier immediately.
If the Damage Is Hidden Inside the Crate
Some items are packed in fully enclosed wooden crates where exterior damage might not be visible. Hidden damage is still considered shipping damage, but it must be reported quickly after unpacking.
If you discover damage after opening the crate:
• take clear photos of the damaged item
• take a photo of the inside of the crate
• take a photo showing the crate exterior
• keep all packaging materials until we confirm the claim
• email everything to aftersales@ekodome.com
Carriers require proof that the item was damaged during transit, not during handling or assembly. Photos of the unopened crate, the opened interior, and the damaged part allow us to support your claim even when no exterior damage is visible.
What If the Damaged part is a glass panel?
Glass panels are not covered under warranty due to the inherent nature of the material, including susceptibility to breakage during handling, installation, or due to environmental conditions. Glass panels are inspected prior to shipment to meet quality standards. Inspection and reporting of defects, supported by photographic evidence, within 7 days of delivery are required to file a claim.
How to Report Any Damage
Email aftersales@ekodome.com with:
• your order number
• photos of the damage
• photos of the crate exterior and interior
• the delivery receipt (if available)
• a brief explanation of when you discovered the issue
What Happens Next
Our after-sales team reviews your report and coordinates the replacement directly with the factory. Replacement timing depends on the part and production schedule, and we will keep you updated throughout the process.
Important Notes
• Hidden damage must be reported promptly after delivery, ideally within 24-48 hours of opening the crates.
• Damaged parts must be kept until the carrier closes the claim.
• Damage discovered after assembly is not considered shipping damage.
• Replacement parts do not include on-site labor.
If you ever feel unsure, send a photo to aftersales@ekodome.com and we’ll guide you right away.