My product is missing hardware, what do I do?

At Vicrez, we strive to ensure that every order is complete and all necessary parts are included. However, if you receive a product that is missing hardware or components, we’re here to help resolve the issue quickly.

Steps to Take If Your Product Is Missing Hardware

1. Check the Packaging Thoroughly

   • Before reaching out, double-check the packaging. Sometimes smaller pieces of hardware, like screws or bolts, can be hidden in the box, between packaging materials, or attached to the product in a way that’s not immediately obvious.

2. Contact Vicrez Customer Support

   • If you’ve confirmed that hardware is missing, contact our customer service team at 1-855-714-9393 or via email at support@vicrez.com.
   • Be ready to provide the following details:
     • Your order number.
     • A description of the missing hardware (e.g., screws, brackets, bolts, etc.).
     • Photos of the product or packaging (optional but helpful).

3. Resolution Options

   • Once we’ve confirmed the missing hardware, we will:
     • Ship the missing parts to you at no additional cost.
     • Replace the entire product, if necessary, and arrange for the return of the incomplete item.

Frequently Asked Questions (FAQ)

1. How long does it take to receive missing hardware?

   • Once we’ve confirmed the missing hardware, we typically ship replacement parts within 1-2 business days. Delivery times will vary depending on your location.

2. Can I use third-party hardware?

   • We recommend using only the hardware provided with the product. If you’re missing pieces, please contact us so we can supply the correct parts to ensure proper installation and function.

3. What if I discover missing hardware after installation?

   • If you notice that something is missing during or after installation, please reach out to our customer support team as soon as possible to resolve the issue.

Tips for Handling Missing Hardware

• Review the Product Manual: Check the installation guide or product manual to confirm all parts that should be included with your product.
• Contact Us Quickly: If you discover any missing hardware, don’t delay in reaching out. The sooner we know, the sooner we can send you what’s missing and get you back on track with your project.