If a device or accessory arrives damaged, follow these steps to open a claim as quickly as possible. Acting promptly improves the likelihood of a successful resolution.
Before unpacking or using the device:
- Take photos of the outer packaging — show any visible damage to the box or protective material.
- Take photos of the damaged item — photograph all angles, focusing on the damage.
- Note the delivery date and time.
Do not discard the original packaging. Carriers often require it as evidence during claims investigations.
Step 2 — Open a claim in Primo
- Log in to your Primo cockpit.
- Go to Purchasing > Orders.
- Open the relevant order.
- Click Report an issue or Open a claim.
- Select Damaged on arrival.
- Upload your photos and describe the damage.
- Submit the claim.
Primo’s team will review the claim and follow up within 1–2 business days.
Step 3 — Wait for resolution
Depending on the severity of the damage:
- Minor damage (cosmetic only): Primo will advise on next steps.
- Functional damage (device doesn’t work): Primo will arrange a replacement or repair.
- Carrier fault confirmed: a claim is filed with the carrier on your behalf.
What if I already unpacked the device?
If you discover damage after unpacking, still follow the same process — document the damage with photos and open a claim. Note in your claim description when the damage was discovered.
For urgent cases, contact support@getprimo.com directly with your order number and photos attached.
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