My order arrived damaged: what do I do?Updated 3 hours ago

What We Need From You

1. A clear photo of the outer shipping box (front and any damaged sides)
2. A clear photo of the packaging inside the box (the inner box or sleeve, any insulation, any leaks or visible damage)
3. A clear photo of the damaged product itself: bottle, pump, label, cap, or whatever's affected
4. Your order number (look for an email with subject "Adegen: Order #YourOrderID has shipped")
5. A brief description of what's wrong

The photos help us file a claim with the carrier and confirm the replacement on our end. Without them, we can still help, it just takes longer.

How to Submit

Message support through your Adegen account or email us with the photos attached. Include your order number in the subject line.

What Happens Next

1. We confirm receipt of your message, usually same day during business hours
2. We verify the damage from your photos
3. We arrange a replacement shipment at no charge
4. The replacement typically ships within 1–2 business days of confirmation
5. You'll get a new tracking email when the replacement ships

Replacement Timing

• Verification: usually within 24 business hours
• Compounding (if it's a prescription product): 1–2 business days
• Shipping: 5–7 business days

Most damaged-order replacements arrive within 7–10 days of your initial report.

What if the Product Is Unusable?

If your topical, oral medication, or shampoo arrived in a state where it can't be used safely, whether a broken bottle, contaminated product, or compromised seal, please do not use it. We'll send a replacement and you can dispose of the damaged product according to your local pharmaceutical disposal guidelines.

What if I'm Missing an Item From My Order?

Same process. Photo the box, photo what was inside, message support with your order number. We'll verify against your packing slip and arrange the missing item.

What if My Order Arrived Opened or Tampered With?

This is a safety issue. Do not use any of the products. Message support immediately with photos. We'll file a carrier claim and arrange a full replacement.

What's Not Covered

• Damage caused after delivery (accidental drops, pet damage, etc.)
• Reports submitted more than 14 days after delivery (we may still be able to help, so message us)
• Issues with carrier delivery (e.g., porch theft): these are handled through a separate replacement-or-claim process, so message support

When to Escalate

If your message hasn't been responded to within 2 business days, please follow up or ask for a senior support specialist. Damaged-order issues should never sit in a queue.