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This article covers damage caused by shipping, whether you notice it at the moment of delivery or shortly after. If your device is not damaged but is the wrong item, or is defective with no visible damage to the packaging, see Wrong or defective item received.

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Refuse a visibly damaged parcel at delivery

If the parcel is visibly damaged when the carrier hands it to you, refuse it on the spot rather than accepting it.
A parcel you accept is considered received in good condition. Refusing it at the door is the only way to have it sent back directly to the carrier.

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Step 1: Document the damage immediately

Before unpacking or using the device:
  1. Take photos of the outer packaging showing any visible damage to the box or protective material.
  2. Take photos of the damaged item, photographing all angles and focusing on the damage.
  3. Note the delivery date and time.
Do not discard the original packaging. Carriers often require it as evidence during claims investigations.

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Step 2: Open a claim

To open a claim, contact support@getprimo.com with:
  • Your order number
  • A description of the damage
  • The photos from Step 1
  • The carrier’s tracking link for the shipment
The support team will review your claim and follow up within 1-2 business days.

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Step 3: Wait for resolution

Depending on the severity of the damage:
  • Minor damage (cosmetic only): the support team advises on next steps.
  • Functional damage (device doesn’t work): the support team arranges a replacement or repair.
  • Carrier fault confirmed: the support team files a claim with the carrier on your behalf.

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What if I already unpacked the device?

If you discover damage that is clearly linked to shipping, such as a crushed box or an impact mark carried through to the device, after unpacking, still follow the same process: document the damage with photos and open a claim, noting when the damage was discovered. If the packaging showed no sign of damage but the device does not work as expected, this falls outside this article. See Wrong or defective item received instead.

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Contact

For urgent cases, contact support@getprimo.com directly with your order number and photos attached.