Damage During Shipping Policy

Short Summary

This article explains what to do if an order arrives damaged in transit and what evidence The Stackhouse needs to review a replacement or carrier claim path.

Quick Answer

If your package or print arrives damaged, keep all packaging, photograph the damage, and submit a reprint request within 7 days of delivery with your order number and photos.

What Counts as Shipping Damage?

Shipping damage means the order appears to have been harmed during carrier transit or delivery. Examples may include:

• Bent, crushed, punctured, or wet packaging.
• Bent corners, creases, dents, scratches, or surface damage on the print.
• Canvas, mounted, packaged, or display products damaged during shipment.
• Packaging damage that appears connected to a damaged print or product.

Damage Review Timeline

1. Inspect the package when it arrives. Do not discard the box, tube, mailer, label, or packing materials yet.
2. Photograph the damage. Take photos of the outside packaging, inside packaging, shipping label, damaged item, and close-ups of the issue.
3. Submit the request within 7 days of delivery. Use the Request a Reprint form so support has the order number, photos, and issue details in one place.
4. Support reviews the evidence. We may approve a replacement, request more photos, or use the information for a carrier claim.
5. Approved reprints move into production. Most approved reprints follow our current production timing, usually 3-5 business days for production, plus carrier transit unless support confirms otherwise.

What to Include

• Your order number.
• Tracking number if available.
• Photos of the damaged print or product.
• Photos of the box, tube, mailer, shipping label, and packing materials.
• A short description of what was damaged and when you noticed it.

Important Notes

• Do not discard damaged packaging until support confirms the next step.
• Shipping damage needs photos of both the product and packaging whenever possible.
• Damage reported after 7 days may be harder to review or claim with the carrier.
• If the product was not damaged in transit but has a possible production defect or Stackhouse-applied order issue, submit the reprint request within 14 days of delivery.
• Shipping speed is separate from production time. Approved replacements still need production time unless support confirms a different plan.

Frequently Asked Questions

Why do you need packaging photos?

Packaging photos help us understand whether the damage happened in transit and may be required for carrier review.

Should I send the damaged print back?

Do not send anything back unless support asks you to. Start with the reprint request form and photos.

What if only the package is damaged but the print is fine?

If the print is fine, no reprint may be needed. If you are unsure, keep the packaging and send photos so support can review.

Related Articles

• Report a Print or Order Problem
• The Stackhouse Promise
• Lost Package Policy
• How to Track Your Order
• Current Production Times

Need More Help?

If your print or package arrived damaged, submit a reprint request with your order number, photos of the item, and photos of the packaging.

If there is no transit damage but the product has a possible production defect or Stackhouse-applied order issue, submit the same form within 14 days of delivery.

For a general shipping question that is not about damage, submit a Help Center request.