When an order arrives damaged or defective, BrandSKU covers a free replacement under our quality guarantee. This guide walks through what qualifies, what evidence to prepare, and how to submit the request cleanly.
What Counts as Damaged or Defective
1. Print Defects
Misaligned prints, missing colors, blurred output, visible smudges, streaks, or ink drops on the finished product.
2. Manufacturing Errors
Broken stitching, holes, uneven seams, warped ceramic, or noticeable flaws in product construction.
3. Wrong Item Shipped
The delivered product doesn't match the order — different size, color, style, or design than what was placed.
4. Damaged in Transit
Items arriving cracked, torn, stained, water-damaged, or otherwise unusable due to shipping mishandling.
5. Missing Items in a Multi-Product Order
An expected item is not included in the package.
Evidence You Need to Prepare
- Clear photos of the defect — front and back of the product, close-ups of the affected area
- A full product shot showing the item in its entirety for context
- Shipping label photo — the label on the outer packaging, confirming the correct order was received
- Package photo (for transit damage) — showing external damage to the box or mailer
- Order number — either your BrandSKU order number or the corresponding store order reference
For missing item cases, include a photo of all items received in the package so the discrepancy is clear.
Photos should be well-lit, in focus, and clearly show the issue. Blurry or partial evidence often triggers follow-up requests, extending the timeline.
Step-by-Step Request Process
Step 1: Open the Order
Log in to your BrandSKU dashboard and go to Orders → All Orders. Locate the affected order by order number or store order reference.
Step 2: Click Request Resolution
On the order detail page, click Request Resolution. A form opens with dropdowns for the issue type.
Step 3: Select the Issue Type
Choose the option that best describes the problem — Print Defect, Wrong Item Shipped, Damaged in Transit, Manufacturing Error, or Missing Item. Each option prompts for slightly different evidence.
Step 4: Upload Evidence
Attach the required photos in the upload area. Multiple files are supported.
Step 5: Add a Brief Description
In the description field, add a short note explaining the issue in plain language. Example: "T-shirt received with print misaligned by 3 cm to the left. Front and close-up photos attached."
Step 6: Choose Replacement as the Resolution
Where eligible, select Replacement as the resolution type. Confirm the shipping address for the reshipment — same as original by default, but editable if needed.
Step 7: Submit the Request
Click Submit. You'll receive an email confirmation and a case ID for tracking. The case status is visible in Support → My Cases.
What Happens Next and Time Limits
Case Flow
Our team reviews the case within 1 – 3 business days. Once approved, a replacement order is automatically created, enters production within 1 – 2 business days, and follows standard timelines (2 – 5 days production plus destination shipping). A new tracking number is pushed to your connected store once shipped.
Submission Time Limits
Requests must be submitted within:
- 30 days from delivery — print defects, manufacturing errors, wrong item shipped
- 7 days from delivery — transit damage
- 14 days from "Delivered" status — missing item cases
Requests outside these windows are reviewed case-by-case but may not qualify for a free replacement.
Early access
