We’re sorry that your package or product arrived damaged. We understand how disappointing this can be, and our Support Team will help review the issue and explain the available next steps.
Please keep the product and all original packaging, shipping labels, accessories, and included parts until the issue has been reviewed.
Take clear photos of:
- The exterior of the shipping carton;
- The shipping label;
- The damaged area of the package or product;
- All included items;
- The product serial information, if visible.
Contact our support team as soon as possible and provide:
- Your order number;
- The tracking number;
- A description of the damage;
- The supporting photos.
After reviewing the information, our Support Team will provide the appropriate next steps. Depending on the circumstances, OVAL may request additional information or ask you to assist with a claim or investigation conducted by the carrier. Any replacement, refund, or other resolution will be determined after the damage has been reviewed and in accordance with the applicable OVAL policies.
Safety warning: Do not install, plug in, power on, or use a product that appears wet, punctured, severely crushed, or electrically damaged. Keep the product disconnected from power while waiting for further instructions.