What to Do If Your Shockwarehouse Order Arrives Damaged or Incomplete

We take great care in packaging and shipping your suspension parts, but occasionally issues can occur during transit. Whether your box arrived damaged, a part is missing, or something doesn't look right, here's what to do.

Step 1: Inspect Your Package When It Arrives

We recommend inspecting your shipment as soon as it arrives:

• Check the outer shipping box for signs of damage, crushing, or moisture.
• Open and inspect each product box inside — look for dents, leaking fluid, or missing hardware.
• Verify all items against your order confirmation email to make sure nothing is missing.
• Check for all included hardware — shocks and struts often include bushings, washers, sleeves, or spring seats. Make sure all components are present.

Tip: Take photos of the shipping box and products as you unpack them. If there's an issue, having photos from the start makes the resolution process much faster.

Step 2: Contact Us Right Away

If you notice any damage or missing items, contact our customer service team as soon as possible:

• Email: customerservice@shockwarehouse.com
• Include your Order Number (starts with "S")
• Describe the issue — what's damaged, what's missing, etc.
• Attach photos — pictures of the damaged packaging, the product, and any visible defects

The sooner you report the issue, the faster we can get it resolved.

Damaged Products

If a shock or strut arrives visibly damaged or is leaking hydraulic fluid:

1. Do not install the part. Installing a damaged component can affect your vehicle's safety and may complicate the replacement process.
2. Take clear photos of the damage, including the shipping box, the product box, and the part itself.
3. Email us with the photos and your order number. Our team will arrange a replacement or refund.

Missing Items from Your Order

If your order is missing one or more items, here are a few things to keep in mind:

Your order may ship in multiple packages. Some items — especially from brands like Bilstein — may ship directly from the manufacturer's warehouse rather than from Shockwarehouse. This means parts of your order can arrive on different days from different carriers.

• Check your email for multiple tracking numbers — your order confirmation or shipping notification may include more than one.
• If you ordered front and rear shocks together, the fronts and rears may arrive separately.
• Allow a few extra business days for items shipping directly from the manufacturer.

If all tracking numbers show delivered and you're still missing items, contact us right away and we'll investigate.

Missing Hardware or Accessories

Shocks and struts typically include all necessary mounting hardware (bushings, washers, sleeves, spring seats, etc.) inside the product box. If you open the box and find hardware is missing:

1. Double-check the product box carefully — small hardware pieces can settle to the bottom of packaging material.
2. Photograph the box contents showing what was included.
3. Contact us with your order number and details about the missing hardware. In most cases, we can ship replacement hardware quickly.

Received the Wrong Part?

If you received a part that doesn't match what you ordered or doesn't fit your vehicle:

1. Do not force-fit the part. If a shock or strut doesn't match your vehicle, do not install it.
2. Contact us with your order number, a description of the issue, and the part number printed on the product.
3. Our team will verify the order and arrange for the correct part to be sent. We'll provide a prepaid return label for the incorrect item.

Important: Please keep all original packaging — you'll need it to return any incorrect or damaged parts.

How Quickly Will My Issue Be Resolved?

We prioritize damaged and incomplete orders. In most cases:

• Replacement parts or missing hardware are shipped within 1–2 business days of confirming the issue.
• Return labels for damaged or incorrect items are provided at no cost to you.
• Refunds are processed promptly once returned items are received.

Questions about your order? Reach out to us at customerservice@shockwarehouse.com — we're here to make it right.