Damages + Order Issues

We want your purchase to arrive in the condition you expect. If an item arrives damaged, defective, or incorrect, or something is missing, please contact Dwell + Drift promptly so we can help.

The steps below help us document the issue and coordinate an appropriate resolution with our manufacturing and delivery partners.

How to Report an Issue

Please report delivery damage, defects, incorrect merchandise, or missing items within 48 hours of delivery.

Email cs@shopdwellanddrift.com with the subject line “Order Issue — Your Order Number”

Please include:

Your name and order number.
The affected product and a description of the issue.
Clear photographs of the entire item and close-ups of the problem.
Photographs of the packaging, including all sides and any visible damage.
Photographs of shipping labels and product labels.
Delivery paperwork, if available.

Contact us within the reporting period even if you are still gathering photographs or documents. We will explain what additional information is needed.

Please retain the item and its packaging while we review your report. Do not return, dispose of, repair, or alter the merchandise without written instructions.

Freight & Furniture Deliveries

Inspect the packaging and merchandise before signing whenever possible.

If you see damage, ask the driver to record a specific description on the delivery paperwork. For example, describe a punctured carton, crushed corner, broken leg, or scratched surface rather than writing only “subject to inspection.”

Take photographs of the packaging and affected merchandise, and keep a copy of the delivery receipt.

If you cannot inspect the merchandise before the driver leaves, document any visible packaging concerns and inspect the item as soon as possible afterward.

Noting damage with the driver does not replace notifying Dwell + Drift. Please contact us within 48 hours of delivery.

Concealed Damage

Some damage is not visible until an item is unpacked. If you discover concealed damage, photograph it immediately and contact us within 48 hours of delivery whenever possible.

If you discover an issue later, contact us as soon as you become aware of it. Delayed reporting can affect our ability to investigate or recover from a carrier, but we will review the circumstances and any applicable warranty or legal rights.

A signed delivery receipt does not, by itself, establish that concealed damage did not exist.

Parcel Deliveries

For orders delivered by UPS, FedEx, or another parcel carrier:

Inspect the carton and unpack the item promptly.
Photograph any damage to the item and packaging.
Keep the carton, protective materials, labels, and accessories.
Report the issue to us within 48 hours of delivery.

Avoid using or installing an item with a known issue until we provide guidance. Do not use an item that appears unsafe.

Packaging & White Glove Deliveries

Original packaging can be important for inspection, transportation, and documenting a claim. Please retain it until you have inspected your purchase.

For white-glove deliveries that include packaging removal, inspect the item before the delivery team removes the materials whenever possible. Photograph any concerns and note them on the delivery paperwork.

If the delivery team has already removed the packaging, or it is otherwise unavailable, tell us when reporting the issue. We will explain what documentation or alternative arrangements may be needed.

Refusing a Damaged Delivery

If merchandise is visibly damaged, document the condition and contact us before refusing delivery whenever possible.

If the driver cannot wait or you have already refused the shipment, notify us promptly with photographs, the delivery paperwork, and the reason for refusal.

Refusing delivery does not automatically cancel the order or initiate a refund. We must review the issue and coordinate the next steps.

For refusals unrelated to damage or an order error, please see our Orders & Returns policy.

How We Resolve Reported Issues

Depending on the circumstances, a resolution may include:

Replacement parts or missing components.
Professional repair.
Replacement merchandise, subject to availability.
An agreed price adjustment if you choose to keep the item.
An authorized return and refund.

We may request an assessment from the manufacturer or a qualified technician to determine whether a repair can restore the item to its intended condition.

A replacement is not automatic when an appropriate repair is available. We will explain the proposed resolution, taking applicable warranties and legal rights into account.

Please do not arrange repairs independently unless we authorize them in writing. Unauthorized repair expenses may not be reimbursed.

Review & Resolution Timing

Our initial review generally takes 2–3 business days after we receive the necessary photographs and documentation.

This is an initial review period, not a guarantee that a repair, replacement, or refund will be completed within that time. Final resolution may require additional time for inspection, manufacturer approval, parts, or transportation.

We will communicate the next steps and share updates as information becomes available.

Missing or Incorrect Items

Please report missing components or incorrect merchandise within 48 hours of delivery.

Before reporting a missing item, check your tracking information and packing materials. Orders may arrive in separate shipments, and smaller parts may be packed inside protective materials.

For incorrect merchandise, include photographs of the item, its labels, and the carton. Do not assemble, install, or return it before receiving instructions.

We will investigate and coordinate an appropriate correction.

Packages Marked Delivered but Not Located

If tracking shows delivery but you cannot locate the package, check nearby delivery locations and with household members, building staff, or neighbors.

Notify us promptly so we can help investigate with the carrier. We will review available tracking, delivery photographs, and other relevant information before determining the next steps.

Open-Box & Final-Sale Merchandise

Any condition disclosed before purchase is part of the item’s advertised condition and is not treated as newly discovered damage.

If an open-box or final-sale item arrives with additional damage or an undisclosed defect, contact us within 48 hours of delivery. Replacement availability may be limited, and another appropriate resolution may be necessary.

Final-sale status does not eliminate rights relating to damaged, defective, or incorrect merchandise that are protected by applicable law.

Natural Materials & Finish Variations

Wood grain, stone veining, leather markings, woven fibers, and handcrafted finishes naturally vary. Screen settings and lighting can also affect how colors appear online.

Expected characteristics consistent with the product description are not, by themselves, defects. However, breakage, structural problems, incorrect materials, or a material discrepancy from the listing should be reported for review.

If you are unsure whether something is a natural variation or damage, send us photographs so we can help assess it.

Returns, Refunds & Shipping Costs

Please wait for written authorization and return instructions before sending merchandise back.

Approved damage or incorrect-item resolutions are handled separately from change-of-mind returns. We do not apply a discretionary-return restocking fee to an approved return for merchandise that arrived damaged, defective, or incorrect.

We will confirm return transportation arrangements and the treatment of shipping or delivery charges as part of the resolution, consistent with applicable law. Refunds are issued to the original payment method unless otherwise agreed.

Contact Us

For assistance with a damaged, defective, incorrect, or missing item:

Email: cs@shopdwellanddrift.com
Subject: Order Issue — Your Order Number

You may also visit our Contact Us page.

Nothing in this policy limits applicable warranty rights or rights and remedies that cannot be excluded under law.