If you received a damaged GemLightbox order, please keep all original contents and file a claim to the courier (**FedEx,** DHL, USPS, TNT, SF Express, ARAMEX) within 24 hours from the time you receive your order.

Please submit all photo and video evidence and take note of the complaint or claim number.

Then, submit us a ticket here and ensure to inform and attach the following details and files:

• Complaint or claim number from the courier
• Description of the issue
• Photos/video recordings of the damaged unit or parts
• Photos/videos of the inside and outside packaging
• Order number or copy of the order receipt
• Complete shipping address and contact number

The GemLightbox comes warranted so if there is any damage during the shipping process, the shipping company will take responsibility.