Shipping Damage: What to Photograph and How Fast to Report It
If an espresso machine, grinder, or roaster arrives damaged, pause before discarding the box or straightening a panel. The carton, internal foam, label, and product create evidence needed to decide whether a carrier claim, replacement part, repair, or full replacement is appropriate.
Photograph the unopened shipment
- Take a full view of every side and the top and bottom when safe.
- Capture crushed corners, punctures, tears, wet areas, or resealing.
- Photograph the shipping label and tracking number.
- For freight, include pallet, straps, wrap, and bill of lading.
- Record continuous unboxing video if visibly damaged.
Document internal packaging
Photograph each layer before removal. Show where foam, cardboard, accessory boxes, and product were positioned. A broken part next to an intact outer carton can still be shipping-related, and internal arrangement helps identify movement.
Document the product
- Full front, rear, sides, top, and base
- Close and medium views of every damaged area
- Serial and electrical-rating labels
- Loose parts and where they were found
- Missing accessories compared with the list
- Leaking water, oil, or damaged cords
Do not energize unsafe equipment
Do not plug in a machine with a crushed case, exposed wiring, broken plug, liquid near electrical parts, severe frame damage, or shattered components. For minor cosmetic concerns, wait for instructions if testing could worsen damage.
Keep all packaging
Retain carton, foam, pallet, straps, bags, and accessory boxes until resolved. The shipping policy requires packaging for claims and possible return. Improper repacking can cause additional damage.
Report promptly
Submit a support ticket immediately. Freight damage should be reported within 48 hours, and damaged, defective, or missing items within five business days. Use the shortest applicable deadline.
What happens next
Espresso Outlet reviews evidence and determines whether to file a claim, send an easily installed part, arrange repair, provide a return label, or replace the product based on availability. Do not independently ship or repair it.
Cosmetic or functional?
Describe both appearance and operation without diagnosing the cause. Clear evidence lets support choose the least disruptive safe solution. Review the refund policy and warranty terms.
FAQ
Should I refuse a damaged parcel?
Document it and contact Espresso Outlet when possible. Freight damage must be noted before signing.
Can I discard the box after photos?
No. Keep everything until support confirms it is no longer required.
