Before we wrap each unit of material, and also take photographs before they are shipped. We also mark on each wrapped unit exactly what materials are in that unit. If something is reported missing, we check the packing list and our photographs to ensure that we loaded those materials. If our packing list and/or photographs show we missed something, we will replace the material at our expense.
For broken material, we will ask you to send photographs of the material (with something that shows scale if required). We’ll check those against our own photos to determine, as best we can, when and how the material became damaged and, if it’s clear we shipped the material in that condition, we will repair or replace it at our expense.