Handling Damaged Items Received from McGee & Co.
If you receive a damaged item from us, please follow these steps to resolve the issue efficiently. These guidelines cover general rules as well as specific instructions for unique cases such as broken glass and furniture.
Additionally, note that the procedures may vary depending on when the damage is noticed—either during or after delivery.
General Instructions for Reporting Damaged (non-furniture) Items:
Start a Return: Visit the McGee & Co. returns portal and click on “Start a return.”
Select Reason: When prompted, choose the return reason as "Damaged/Defective."
Provide Documentation: Upload clear photos of the damaged item along with a brief description.
Await Review: Once the submission is completed, McGee & Co. will review your claim and notify you via email about the next steps. This could include instructions to either dispose of the item safely or return it, depending on the issue. Claims are typically reviewed within 1–2 business days, after which replacements or refunds are processed according to the specific case.
Store Credit or Discount: Customers may also opt for store credit or a discount for future purchases as a resolution option.- Discount or Incentive: In cases of minor defects, customers may be offered a percentage discount or fixed-value store credit as an incentive to keep the item.
Damaged Item Discovered During Delivery
Contact the Delivery Carrier:
Notify the delivery carrier responsible for handling your order immediately.
Provide them with detailed delivery information, a description of the damage, and photos documenting the issue.
Common resolutions may include professional cleaning, repair, or other remediation provided by the delivery carrier.
Handling Items with Broken Glass:
Photograph the Damage: Take clear photos showing the broken glass and include them in your online return submission.
Safely Dispose of the Item: For your safety, carefully dispose of any broken glass immediately. There is no need to retain the damaged item.
Handling Damaged Rugs:
Report the Damage: Notify McGee & Co. by submitting a claim through the returns portal. Include clear photos of the damage.
Choose Your Resolution: Select from a replacement rug, a full refund, or store credit/discount for future purchases.
Final Sale Rugs: If the rug is a final sale item, you can still initiate a return request. After selecting your resolution, McGee & Co. will review the claim and inform you whether the item needs to be returned or can be safely disposed of. If a return is required, a shipping label will be provided.- Final Sale Items: For items that cannot be processed through the standard return portal, an agent can assist you by processing the issue on the backend. Available options include a refund or a replacement order. Once your request is submitted, you will be notified by email when the resolution is reviewed and approved.
Resolution Options:
Replacements: When possible, a replacement for the damaged item will be processed as soon as your claim is approved. Replacement times typically follow the usual shipping timeframe (as noted on the product page).
Refunds: If a replacement cannot be provided (due to the item being discontinued or out of stock), you will receive a refund. McGee & Co. will confirm this via email once processed. Customers approved for replacements will also receive tracking information via email; standard shipping for replacements can take up to 4 weeks and cannot be expedited.- Unavailable Replacements: If a replacement or parts are unavailable for your damaged item, such as a pre-lit tree, you can receive a refund to your original payment method.
Refunds for delivered items require the return of the item. If you have received an item and wish to obtain a refund, you must return the item to McGee & Co.
Store Credit: Customers may choose to receive store credit as an alternative resolution. This credit can be used for future purchases.
Specific Scenarios:
Items with Multiple Issues
If your item has multiple issues, such as scratches, missing or loose hardware, or cracks, the following options are typically available:
Replacement parts (e.g., a hardware kit for missing or loose screws)
A full replacement of the item
Store credit to keep the current item
A refund
Confirm your preferred option with support to process the claim.
If a Replacement Also Arrives Damaged:
If your replacement item is also damaged:
Report the issue using the same return process.
Include photos of the additional damage.
McGee & Co. will create a new replacement order and provide email confirmation. You can safely dispose of the damaged replacement; a return is not required for broken items.
Handling Large Items (for example, Furniture):
Damaged furniture orders will follow these steps:
Please email us at [email protected] with clear photos of the damaged piece (and packaging if available), a detailed description of the damage, and your desired resolution.
McGee & Co. will assess the damage and depending on the analysis, will process a replacement order, refund, or credit for the damaged item.
Disposition of the damaged furniture piece will be determined by the McGee & Co. Team.
Important Notes for Return Shipping
Postage Due Items: Any returned item that arrives with postage due will be returned to the sender and will not qualify for a refund.
Secure Packaging: Package all return items securely to prevent damage or loss during transit. Returns damaged due to inadequate packaging will not be eligible for a refund or replacement.
Liability for Transit Damage: McGee & Co. is not responsible for items that are lost or damaged in transit. Ensure that your return is properly packaged and shipped with a reliable carrier.