Wrong, Damaged or Missing Item Claims
If something about your order does not look right, please contact us as soon as possible. We are happy to review claims involving a wrong item, physical shipping damage, or missing contents.
To help us resolve the issue fairly and efficiently, please keep the merchandise, shipping box, product packaging, labels, and packing materials until the review is complete.
If You Believe You Received the Wrong Item
Please send clear photos of the product you received, including the front and back.
Include the model number, UPC or barcode, serial number or other identifying information when applicable.
Please also photograph the retail product packaging, shipping carton, shipping label, packing slip, accessories, and other included contents.
We may compare the information with the original order, fulfillment records, inventory information, product listings, and other available documentation.
If an Item Arrived Damaged
Please contact us promptly and keep the damaged product, shipping carton, shipping label, internal packaging, retail box, and accessories.
Clear photographs of the product and packaging may be required.
If you purchased Shipping Protection, the separate Shipping Protection deadlines and terms may apply.
If Something Is Missing
Please photograph the shipping carton, shipping label, packaging materials, product boxes, and everything that was actually received.
We may review package condition, shipping weight, fulfillment information, carrier records, delivery information, photographs, and other available evidence.
Please Keep All Packaging
Do not discard the shipping carton, labels, internal packing materials, retail product packaging, accessories, or products involved until we confirm the claim is resolved.
These materials can be very important when reviewing a shipping or fulfillment issue.
Clear & Consistent Photos Help Us Review Faster
We may ask for original, clear photographs showing the product, packaging, and identifying information together.
If the photos are incomplete, unclear, or materially different from information previously submitted, we may request additional documentation so we can understand exactly what happened.
All documentation submitted during the claim may be reviewed together.
Additional Verification May Be Needed
Depending on the situation, we may request additional photos, original full-resolution image files, a video showing the merchandise and packaging, model/UPC/serial information, shipping-label details, the packing slip, carrier information, or other reasonable documentation.
Prepaid Return Labels Are Not Automatic
We may need to review your claim before deciding whether a return is appropriate.
A prepaid return label is not automatically issued simply because a wrong, damaged, or missing item is reported.
If a return is approved, we will provide the applicable return authorization and instructions.
Please Do Not Send an Unauthorized Return
Contact us first and wait for written return authorization.
A company address alone does not mean a return, refund, replacement, exchange, or prepaid label has been approved.
How Claims Are Resolved
Depending on the facts and applicable policy, the resolution may involve a replacement, return authorization, store credit, warranty guidance, Shipping Protection review, carrier investigation, no adjustment, or another appropriate solution.
We will review the available evidence and explain the next step.
Need Help?
Phone: 702-900-9972
Email: contact@buybarber.com
Website Chat: BuyBarber.com
Customer service hours: Monday through Friday, 10:00 AM to 6:00 PM Pacific Time.