My equipment arrived damaged/defective/missing a critical component. What do I do?

Overview

If any of your equipment arrives damaged, we want to make it right. This article outlines what qualifies as damage, how to report it, and what to expect during the replacement process.

What qualifies as damage/defective/missing a component?

Damage refers to issues that are visible when you unpack the item. Examples include:

• Cracked screens or glass
• Dents, breaks, or missing components
  • Note - For components that were ordered as a separate item, please refer to the item status specifically.  If item does not have a status of delivered yet, please wait for delivery.
• Equipment that doesn’t power on
• Exterior packaging damage that impacts the item inside

How to report damage/defective or equipment missing a component

To help us process a replacement quickly, follow the steps below:

1. Take photos
   • The damaged item
   • The shipping box (especially if there’s visible damage)
   • The shipping label
2. Submit a request
   • Visit support.firstbase.com and click Submit a request
   • Include a short description of the damage
   • Attach the photos
   • Include your name and the email address associated with your Firstbase account
3. Wait for confirmation
   • We’ll review your request and follow up with next steps
   • If approved, we’ll arrange a replacement and provide any return instructions if needed

Terms & Limitations

• Damage must be reported within 3 business days of delivery in accordance with our Firstbase Policies
• Items must not be used once damage is discovered
• Claims submitted outside the 3-business-day window may not be eligible for replacement
• Replacements are subject to approval based on Firstbase’s review of the reported issue and photos provided

Need more help?

If you have questions about the process, feel free to reach out to our Support team at support@firstbase.com, or reply directly to your onboarding email

We're here to help!