Damaged Package? Here's Exactly What to Do

Step 1: Document the Damage

Before you move anything, take photos of:

• The shipping box (all sides, especially damage)
• The packaging inside
• The damaged part (close-ups from multiple angles)
• The shipping label

Phone camera is fine — just make sure photos are clear with good lighting.

Don't throw anything away — keep all packaging until the claim is resolved.

Step 2: Contact Us Within 48 Hours

Fastest: Call Us

Phone: (855) 714-9393
Hours: Mon-Fri 7 AM - 5:30 PM PT | Sat-Sun 7 AM - 4:30 PM PT

Email (Include Photos)

Email: support@vicrez.com
Include: Your photos, order number, and brief description of damage.
Response time: Within 4 business hours.

Step 3: We Handle the Rest

• We review your photos and order (usually within 24 hours)
• Replacement ships out ASAP (same day if in stock)
• Return label emailed for the damaged part — no cost to you
• You don't need to fill out any forms

Freight Shipping Damage

For large items that shipped freight:

• Inspect before signing. Note any damage on the delivery receipt.
• If damage is severe, refuse delivery — we'll send a replacement.
• If you accepted delivery and found damage after, that's OK — still contact us with photos.
• Our warehouse team coordinates directly with the carrier for freight claims.

Missing Parts or Pieces

If your kit arrived with missing hardware, brackets, or pieces:

• You do NOT need to return the entire kit
• Call or email us with your order number and what's missing
• We'll ship the missing pieces separately at no charge

What's Covered

Timeline

• Standard parts: Replacement ships next day (if in stock), delivered in 3-5 days
• Custom/painted parts: 2-4 weeks for replacement production
• Freight items: Replacement ships within 2-5 days, delivery scheduled within 1 week