Delivery Issues

Problem with Delivered Items

Please view our policy below and complete the form on the Contact Us page to open a Support Ticket regarding your issue. To ensure your ticket gets to the right department, choose Problem With Delivered Items for the field, "Reason for Contact".

If your reason for contact is urgent, please call us at 866-707-0008. We have Customer Care representatives standing by to assist you.

What if My Order Arrives Damaged?

We strive to have all packages arrive on your doorstep snug, safe, and secure. We refuse to sell products that are easily damaged during shipping.

• If your order is delivered with no signature required, open all packages, inspect the products, and notify us of any damage or missing items within 48 hours of delivery.
• If your order is delivered by LTL freight and requires a signature, check every side of all boxes and note ANY damage to packaging by writing "Package Damaged” on BOL before signing. Also note any missing items on BOL. The driver should allow you a few minutes for that inspection. If the driver does not allow for that inspection - note that on the BOL before signing. (If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment.)
• After delivery, open all packages, fully inspect the product for any concealed damage or missing items, and report that to us as well as the shipping company within 48 hours.
• If you received a damaged product or the wrong product and we cannot solve the issue with either a full replacement or replacement parts, we will pay to return the item to us, in addition to issuing the refund.
• If your product has a manufacturer’s defect, we will contact the manufacturer to either replace the defective part or, if necessary, the entire unit.

Items Missing from an Order

If your tracking information shows that your package was delivered, but you are unable to find it:

• Verify the shipping address is correct.
• Look for any notice of attempted delivery.
• Look around the delivery location for your package.
• Check to see if someone else accepted the delivery.
• Some packages may travel with multiple carriers. Check your mailbox or wherever you receive mail.
• Wait 24 hours. In rare cases, packages may say "delivered" up to 24 hours prior to arrival.

Your package was insured. The insurance on the package will take care of replacing the lost shipment. As with any insurance claim, there is a process that must be followed in order to have the lost shipment replaced.

If your package is missing from a delivery, you (as the RECIPIENT) MUST contact the Carrier (UPS, FedEx, etc.) immediately. The sooner the Carrier is notified, the sooner the tracer and claim can be initiated for your missing package.

VENIA PRODUCTS LLC will not be responsible for any order that is tracked and delivered but not received. However, after you file a claim with the Carrier (UPS or FedEx) you must contact us so that we can assist you with the replacement of the missing shipment.

How do I file a claim?

File a claim with FedEx.

What can I do if UPS Tracking says that my package is delivered, but I don’t have it?

Visit UPS Tracking Support for steps to locate your package. If your package is still missing, you can file a Lost Package Claim with UPS.

Also, if you are missing an item, contact us with your order information. If the missing item in question has shipped , please check your confirmation email for that item's tracking number. Frequently, items are coming from different warehouses due to availability and will not arrive together.

**If your order is only missing parts or other items, please contact us immediately.