It is HYSSES responsibility to make sure that the item is securely packed with ample cushioning such as sponge or bubble wrap. If you have opened the packaging and found that your item is broken or damaged, please take a photo of the damaged product, internal packaging and external carton packaging (top, botton and side views) immediately and send it to customer.care@hysses.com. HYSSES will contact you to guide you on the process to receiving your replacement.NOTE:If product has separate parts, we may send replacements for only parts that were damaged. HYSSES will not be liable for the product part(s) that is mistakenly thrown away which is verified against photos of product taken before delivery pickup.