Damaged or Defective Items

Although it is unfortunate, items are occasionally damaged in transit or have concealed damage. If your order arrives damaged, please report it within 48 hours of receipt. Damage claims cannot be filed after 5 days, so please inspect and report within this window. Damaged items cannot be returned for a refund. We will replace damaged items, parts, or pay to have them fixed. Follow these steps to file a damage claim:

  • Email several pictures of the damaged merchandise to cs@onfloatingvanity.com
  • Please include close-ups and wide shots of the damage and photograph the box and shipping label, as well.
  • In your message, please note your order number and contact information. A prepaid UPS label will be prepared and emailed to you upon approval.
  • We will work to send you a replacement product. Damaged items cannot be returned for a refund.

After you have filed a claim with our team, we will strive to respond within a single business day. From time to time it may take a little longer. We may ask for additional media, such as, but not limited to, a video or additional photos to help us make a damage claim with our manufacturer/shipping partner. After approval, we will help to arrange the pickup products for replacement or refund.