Immediate Steps When Your Package Arrives Damaged
Step 1 — Photograph before unpacking. If the outer shipping box shows damage (crushed, torn, wet), photograph it before opening. This external evidence is important for carrier damage claims and establishes that the damage occurred in transit rather than being a packaging defect.
Step 2 — Photograph the inner packaging in context. Open the outer box carefully and photograph the inner contents (original Labubu box, any protective wrapping) before removing them. Show how they were packed and any damage visible in the inner layer.
Step 3 — Photograph the figure. Once you've reached the figure, photograph any damage clearly. Multiple angles, close-ups of specific damage points. This is your primary evidence for the claim.
Step 4 — Contact the seller within 24–48 hours. Don't wait. Most sellers have time limits on damage claim windows, and prompt reporting signals that the damage occurred on arrival rather than weeks later.
What to Include in Your Damage Claim
Your order number, the date you received the package, and a clear description of the damage (e.g., 'outer box crushed, original Labubu box dented, figure has paint chip on left ear'). Attach all photos from Steps 1–3.
Specify what resolution you're requesting: replacement, refund, or partial refund if the damage is minor. Sellers appreciate knowing what you're asking for rather than having to guess.
Keep all packaging until the claim is fully resolved. The seller or carrier may request to see the damaged packaging as part of the claims process. Discarding packaging before the claim resolves can complicate resolution.
Expected Resolution Timeline
At Voxelyo: damage claims submitted with photos are reviewed within 1–2 business days. Replacements ship when inventory is available. Refunds process within 3–5 business days to your original payment method.
For marketplace purchases (eBay, Amazon): use the platform's built-in dispute resolution if the seller is unresponsive within 48 hours. Both platforms have buyer protection programs that cover items damaged in transit.
Carrier claims: for significant damage, a carrier damage claim (USPS, FedEx, or UPS depending on shipping method) can be filed independently. This is usually the seller's responsibility, but if they're unresponsive, filing directly as the recipient is an option. Carrier claim processing takes 5–15 business days.