Damaged, Wrong or Defective Items

EZ Able® Support

Damaged, Wrong or Defective Items

We know how frustrating a damaged or defective item can be.

Shipping Damage

If your item is damaged IN SHIPPING, we will be sure to get a resolution for you if reported within 24 hours of the delivery date.   Unfortunately, shipping carriers have very short window to make SHIPPING DAMAGE CLAIMS.  

PLEASE NOTE: You have the right to refuse any items that are defective, the wrong item or any item damaged in shipment.
Inspect your order right away. It is the customer’s responsibility to inspect every item as soon as it is delivered and to report any shipping damage within 24 hours of delivery. Damage that happens after delivery, including on a job site or from handling or dropping the item, is not shipping damage and is not covered.

Defective or Wrong Item

If you received a wrong or defective item, we will work to get a resolution for you, if the issue reported within 30 days of the delivery date.  

Defective means a manufacturing defect. Damage that occurs after delivery, including on a job site, is not a defect and is not covered by this 30-day window.

PLEASE NOTE: Used items are covered under the manufacturer's warranty and are subject to the item's manufacturer's warranty. 

To ensure we make your order right, we require a photo(s) of the damage and/or for the original item to be returned when providing a resolution.  

If you are instructed to return the original item and it is not received at our Returns Center, we reserve the right to reverse the refund or charge for a replacement unit. We reserve the right to refuse to service any issue if it isn't reported to us within the timeframes specified above.

Report Damaged, Defective or Wrong Items:

We offer 2 ways to create a support ticket: 

-OR-

Follow the steps below and create a support ticket via Chat

1

Open Chat Icon and start a chat - it is located in the lower right of this screen.  chat-icon.png

Report Damaged or Defective Item
2

Enter Your Inquiry - Type Damage, or shipping damage 

3

Choose Report Damage - Create a Ticket. 

Follow instructions.  When prompted, enter your Order Number, Name, Email and Phone Number .  Be sure attach photos that show the damage.

Shipping damage ticket

Please upload photos that display:

1The entire item (out of the box - if safe, please inspect the item even if the packaging is damaged),
2The packaging if available,
3Close-up and clear photos of the damage
4Bill of Lading (The paperwork that came with your order or the paperwork that you signed.)
Once your request is submitted, you will receive an email confirming your resolution and next steps.  Please allow 2 business days for EZ Able to process the ticket.  If you are asked to return the original item, instructions will be provided via email.

Common Questions

How do I know if my item has a manufacturer’s warranty?

To check item eligibility, scroll down on the item’s product page, view Warranty details under the “Warranty" Tab.

What if my open box or clearance item is damaged/defective?

We can assist with open box or clearance items however resolution options are limited.

What do I do if I am instructed to return my damaged/defective item but I don’t have the original packaging?

You can return the item in its original packaging or a similar box if the packaging has been damaged/discarded.

EZ Able is unable to provide boxes or packaging for the return.

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