Each item is carefully inspected by us and we make sure the packaging is secure before shipping. However, if you receive a damaged item, please report the damage to us by email ( send to info@toirokitchen.com ) immediately in order for us to start the claim filing process with a shipping carrier in a timely manner. Please note we are unable to take any damage report by phone. Please also keep all the package and damaged item(s) in the original forms until further notice, as the shipping carrier might request to submit them for further inspection. If either the item or packing materials are thrown away without a shipping carrier’s permission and claim is denied subsequently, we are unable to take any responsibility for the damaged product. The damage report must be made to us within 7 days of the delivery date. We will ask for you to submit the photos and descriptions of the damaged item and packaging, plus the verification of the claim with the shipping insurance company. Upon the completion of the process, we will send a replacement or issue full refund if the item is already out of stock. We are unable to take any responsibility for the damaged product if the damage report is made thereafter. Please also note we are unable to take any damage report for exchange/ refund if the item is already used.