A package arrives with visible damage to the box or contents. It can feel confusing or stressful to know what to do next. There are sensible first steps you may take to keep your options open.

Why This Situation Matters

Damaged deliveries can cause inconvenience and delay. You may not be able to use the item right away. Damage can make returns or claims harder if it is not documented. Taking a few calm steps can make resolving the issue easier.

What to Do Immediately

1. Stop and leave it where it is. Pause before moving or discarding the package so you can document the condition.
2. Take clear photos. Photograph the outer packaging, labels, and any visible damage from a few angles. You may also take photos of the contents if you open the box.
3. Note delivery details. Write down the date, time, tracking number, and the name of the delivery person if available.
4. Keep all packaging. Hold on to the box, inserts, and receipts. These items may be useful for a claim.
5. Tell the delivery person you noticed damage. If they are still there, you can politely note the damage before signing or accepting the package.

Things to Avoid

• Do not throw away the package. Keeping the box and packing helps if you need to report the issue.
• Do not alter or repair the item. Fixing or changing the product may affect support or claim options.
• Do not rush to discard evidence. Removing labels or receipts can make it harder to resolve the matter.
• Do not use a clearly damaged item. Using something that seems unsafe may make matters more complicated.
• Do not skip documenting the issue. Lack of photos or notes can slow a claim or return.

What to Do Next

Watch the item and any communications from the seller or carrier. Check the seller’s or carrier’s stated return and claim instructions on their website. Contact customer support and give them the photos and delivery details you collected. Keep a record of any messages or claim numbers you receive. If a return or replacement is offered, follow the steps they give you.

When to Get Help

Help may be appropriate if the damage continues to be unresolved or if the item seems unsafe. You can contact the seller or the delivery company for support or to file a claim. If the item is a large appliance, vehicle part, or something that may need a professional, you may consult a licensed repair service or your insurance provider. Seeking help can be useful when you need an inspection, estimate, or formal documentation.

Quick Summary

• Keep the package and take clear photos of damage.
• Note delivery details and keep receipts and labels.
• Contact seller or carrier with your documentation and follow their guidance.
• Seek professional help or a claim if the issue is not resolved or the item may be unsafe.

About the Author

Situation Guide Editorial Team

The Situation Guide editorial team writes clear, practical guides for common real-world situations. Content focuses on safe first steps, plain-language explanations, and helping readers recognise when professional help may be appropriate. This guide provides general information only and is not a substitute for personalised professional advice. Specific circumstances can vary.