If your smart screen arrives damaged in shipping, stop using it right away if the damage could get worse, and do not throw anything away. Photograph the box, the packing materials, and the device itself before you touch anything else. Then contact the seller or the shipping carrier through the correct channel, and wait for instructions before you send the unit back.
Getting a replacement without extra cost usually depends on how well you document the damage and how quickly you report it. The steps below walk through that process in order.
Stop Using the Screen and Keep the Shipment Together
Before you do anything else, leave the device and box exactly as they are. This keeps your claim strong and protects you from paying for a return later.
Take the action first, then think about why. Preserving the shipment now means you will have everything the seller or carrier needs if they ask for a look at the packaging or the device.
If the Box Is Visibly Damaged
Photograph the box, the shipping label, and any dents, tears, or wet spots before you open it or start setup. Keep the carton and every piece of packing material, even if the smart screen appears to power on and work normally.
If the Box Looks Intact
Sometimes the outer box looks fine, but the screen or housing is damaged underneath. If you find this after opening the package, keep the inner inserts, foam, wrapping, and accessories together with the carton. Photograph how the device was positioned inside the box, since that detail can support your report.
If Using the Screen Could Worsen the Damage
If the screen, housing, or power connection looks cracked, loose, or otherwise compromised, do not power it on or try to fix it yourself. Ask the seller or carrier for handling instructions first. Testing a damaged unit can turn a simple replacement into a more complicated repair claim.
Photograph the Package and the Damage
A quick transition here: once you have paused use and kept everything together, the next job is building a complete photo set. This table shows what to capture and why each item matters.
| Item to capture | What to show | Why it helps |
|---|---|---|
| Exterior box | All sides, dents, tears, or wet spots | Confirms transit damage occurred before opening |
| Shipping label | Tracking number and delivery date | Ties the claim to the correct shipment |
| Inner packaging | Foam, inserts, wrapping as found | Shows how the device was protected in transit |
| Device and screen | Cracks, scratches, or misalignment up close | Documents the exact damage for review |
| Accessories or contents | Any missing or damaged parts | Flags incomplete or partial damage |
| Written damage note | A short factual description of what you found | Adds context photos alone may not capture |
This list is a practical capture guide, not a universal requirement for every carrier. Still, a full set makes your first report far more convincing than a single photo. Standard advice for insured US mail is to keep the original packaging and every item in the box until your claim is settled, since an inspection may be requested before the case closes.
Gather the Order and Delivery Details
Once your photos are ready, put together the information the seller will need to open a case. This turns your evidence into a submission you can send in one message instead of a back-and-forth conversation.
Have your order number, the product model, and the delivery date on hand. Add the carrier name and tracking number, plus any purchase or insurance details from checkout. Write one or two sentences describing what happened and when you noticed it. You can attach photos or a short video, though video is not required if your photos already show the damage clearly.
Report the Damage to the Right Channel
With your packet ready, the next step is sending it to the right place. Where you report the damage depends on who you bought from and whether you added shipping insurance.
For an Apolosign Order
For orders placed with us, report damaged or incorrect items within Apolosign's 48-hour damage window and include 2 to 3 clear photos of the product, the packaging, and the shipping label. Send your Apolosign support request with your order number, product model, and issue details, or email support@apolosign.com directly.
When Shipping Protection or Carrier Insurance Applies
If you purchased Shipping Insurance on your order, contact us for Shipping Insurance claim assistance as soon as possible so we can help route your claim to the insurance provider. If your package shipped through eligible insured USPS domestic mail, either the sender or the recipient can file directly with USPS, but that filing window and eligibility apply only to that specific insured service, not to every carrier. Check the shipping method on your order before assuming a carrier claim applies.
Ask for an Authorized Replacement Before Returning Anything
Once your report is submitted, ask specifically for a replacement, a case number, and written return instructions before you ship anything back. This protects you from paying for a return that should not cost you anything.
Our current policy treats damage-related returns differently from other returns. For a qualifying damage-related return, we provide a prepaid return label and arrange a replacement once the claim is reviewed. This is different from returns for personal reasons, where the customer typically covers return shipping. Approval, replacement timing, and stock availability can vary by case, so keep the device until you receive written instructions rather than assuming the same outcome every time. Do not send the unit back to us or to the manufacturer without that authorization.
Track the Claim Until the Case Is Closed
After you request a replacement, the last job is keeping a simple record so nothing gets lost if the case takes a while. This is a follow-up step, not a second submission.
Save your case number, the date you sent your evidence, and any replies you receive. Keep the shipment itself until the case is fully closed. If the response stalls, send one concise follow-up through the same channel you used originally, referencing your case number and attaching the same evidence again if needed.
Decide on your next step based on how you ordered. If your damage claim is already submitted, wait for your authorized return label before mailing the unit back. For future hardware orders, adding Shipping Protection at checkout protects your parcel against transit damage, loss, and theft so any future claims can be resolved quickly.
FAQs
Does USPS's 60-day damage-claim deadline apply to every carrier?
No. That timing applies only to eligible insured USPS domestic services listed in USPS claim guidance. If your package shipped with another carrier, follow that carrier's own rules or the merchant's return instructions instead.
What should I do if USPS asks to inspect the damaged package?
Keep the entire package, the damaged item, and all packing materials together and follow the inspection instructions you receive. USPS may ask you to bring the complete package to a local Post Office for a closer look, so avoid discarding or repacking anything until that step is finished.
What if I do not have the original USPS mailing receipt?
USPS lists the original mailing receipt as one of the items needed to file a claim. If you are the recipient and do not have it, ask the sender or the merchant for proof of shipment before assuming your claim is eligible to move forward.
