Inspecting Your Order & Reporting a Problem

We want your order to arrive safely and be ready when you need it. Please inspect it promptly—even if your event or installation is weeks or months away.

Report apparent problems within five business days

Report visible damage, missing items, incorrect items, or apparent defects within five business days after delivery. For shipping damage, contact us and complete our damage-report form within that period, including the required photographs listed below. If you cannot access the form or provide a requested photograph, email us within the same period so we can guide you through the next steps.

Email hello@1801andco.com with:

• Your order number.
• The affected item or items.
• A description of the problem.
• Clear photographs showing the item and the issue.

Do not wait until your event or installation date to check your order. If you cannot inspect an area or are unsure how to proceed, contact us within the reporting period for guidance.

Inspect carefully, then keep the item protected

Inspect acrylic on a clean, soft, padded surface. Check the edges, visible surfaces, design, and all included hardware or accessories.

Leave protective film in place where you can inspect through it. Follow the product’s instructions before removing film.

After inspection, return the item to its protective wrapping until you are ready to use or install it. Protective film does not replace the cushioning and support of the original packaging.

If inspection reveals shipping damage, keep the damaged item, shipping box, label, and all internal packing materials until the carrier has closed its investigation and we confirm that they are no longer required. If inspection finds no shipping damage, you may discard the outer shipping box and packing materials. Keep enough protective wrapping to store your item safely until use or installation.

Material or manufacturing defects concealed by protective film

A material or manufacturing defect revealed only after removing the film is separate from shipping damage. We review that issue directly; it does not require a carrier claim. Discarding the outer shipping box or packing materials after an inspection that found no shipping damage does not, by itself, disqualify a concealed-defect report.

If an issue was concealed by the protective film and could not reasonably have been identified during your initial inspection, the five-day deadline does not apply to that issue.

Contact us immediately when you discover it. Stop handling the item and photograph the problem.

Removing film does not, by itself, disqualify a claim. We will review the available information to distinguish an issue present when the item arrived from damage caused during later handling, storage, film removal, cleaning, transportation, or installation.

Shipping-damage photographs and packaging

If something arrived damaged, stop handling it and retain the damaged item, entire shipping box, shipping label, and every piece of internal packaging.

We need the following documentation to submit a shipping-damage claim:

1. Full shipping box: photograph the entire label-bearing face of the box with all four corners and the shipping label visible. Add photographs of the remaining sides and any exterior damage.
2. Shipping label: provide a separate close-up with the tracking number clearly readable.
3. Entire damaged item: show the whole item, rather than only the damaged area.
4. Damage details: provide all close-up photographs necessary to document each damaged area.
5. All packing materials: photograph the included inserts, cushioning, wrapping, and other protective materials.
6. How the item was packed: where safe and possible, show the item’s position and protective materials inside the box.
7. Additional evidence: provide any further photographs or information reasonably requested by us, the carrier, or the insurer.

The carrier or insurer may require an inspection or arrange to collect the damaged package. UPS may return to pick up the item and packaging as part of its investigation. You must cooperate with reasonable inspection or pickup requests and provide the damaged item, box, and packing materials requested. Follow the collection instructions and tell us promptly if you cannot attend a scheduled pickup or need assistance. Keep everything until the carrier has closed its investigation and we confirm that the materials are no longer required, even if your replacement has already arrived.

Do not handle sharp or broken pieces to take photographs. Contact us if you cannot safely provide a requested view.

Let us coordinate the carrier claim

For our shipping-damage replacement process, contact us before opening your own claim with the carrier or shipping insurer.

The package insurance we purchase is intended to cover our loss when an item is damaged in transit. For eligible shipping damage, we replace the affected item at no cost to you. Once we have the complete documentation needed to submit the claim, we normally arrange your replacement without waiting for the carrier or insurer to finish its investigation. We complete the claims process separately and will let you know your replacement’s expected production and shipping timing.

If you have already opened a carrier or insurance claim, tell us immediately and cancel it promptly. To use our replacement process, provide confirmation that your independent claim has been closed.

If you choose to continue your own claim, you must manage it directly and will not qualify for our complimentary replacement for the same loss, except where required by law. If your claim is approved and paid, you may use that payment to purchase a replacement. Payment is subject to the carrier or insurer’s terms and decision. The party compensated for the loss is responsible for arranging the replacement; the same loss cannot receive both an insurance payout and our free replacement.

You cannot receive both insurance compensation and a complimentary replacement for the same damaged item. Disclose any compensation already received so the resolution can be coordinated.

Required evidence and replacement eligibility

Your cooperation is necessary to document shipping damage and submit our insurance claim. Notifying us alone does not keep a shipping-damage request open indefinitely. Complete the report and respond promptly to requests for evidence or carrier cooperation. We will tell you what is needed and any applicable response deadline. If you do not follow up within the communicated timeframe and your delay prevents us from filing or completing the claim within the carrier’s or insurer’s requirements, we will treat the shipping-damage request as abandoned and you will not qualify for a complimentary replacement under this policy, except where required by applicable law.

If photographs or packaging are unavailable, contact us immediately. We will explain what is missing and whether other documentation can address it. If missing evidence or discarded packaging leaves shipping-insurance coverage uncertain, your replacement will need to wait for the carrier or insurer’s decision. These decisions are usually received within approximately 10 days, although the carrier or insurer may take longer. This waiting period applies to shipping-damage cases with incomplete evidence, not concealed manufacturing defects.

If our claim is denied specifically because you did not provide the required evidence or retain materials needed for inspection, you will not be eligible for a complimentary replacement under this shipping-damage policy, except where required by applicable law.

An insurance denial for another reason does not automatically establish that you failed to meet these requirements.

Missing, incorrect, or defective items

Check all packaging before reporting a missing accessory. Small hardware may be attached to an insert or enclosed separately.

For an incorrect item or manufacturing defect, send photographs showing the item and the problem. These issues are reviewed separately from carrier insurance claims.

Keep usable hardware and stands. If those components are also missing or damaged, include them in your report.

Later reports and handling damage

Late reports of visible damage or apparent order problems will be reviewed based on the available evidence. A complimentary replacement is not guaranteed.

Damage caused after delivery by improper handling, storage, cleaning, transportation, or installation is not covered by complimentary replacement.

These reporting procedures do not limit rights provided by applicable law.