All damages must be reported to us within 3 days of arrival:•If you purchased Route Package Protection, then your order is insured, and will be refunded or replaced. All we ask is for you to email  3 clear photos and any comments to Route Protection. They are a third party insurance company that we have partnered with and they handle all claims.• If you purchased first class shipping and did not purchase the insurance add on, then your order is not insured and refunds or replacements will not be sent out.