Step-by-step
| Step | Action |
| 1 | Do not sign for the delivery |
| 2 | Do not open the package |
| 3 | Take photos of the damage (box + shipping label) |
| 4 | Contact us immediately at service@ascentizexo.com |
| 5 | Wait for our instructions before proceeding |
Signing for delivery = accepting the package as-is. This may limit your options for claims.
Why this matters
| If you sign... | If you refuse to sign... |
| You accept the package in damaged condition | We can file a claim with the carrier |
| Warranty may not cover internal damage | Replacement or refund may be available |
| You may be responsible for return shipping | We handle the process |
For high-value items like exosuits, always inspect before signing.
What if the damage is minor (small dent, no puncture)?
| Situation | Action |
| Box damaged but exosuit appears fine | Record unboxing video – open carefully, check all contents |
| Any internal damage found | Stop. Contact support within 24 hours with photos/video |
We recommend recording a full unboxing video for every delivery – even if the box looks fine.
Already signed before noticing damage?
| Step | Action |
| 1 | Take photos of box and damage immediately |
| 2 | Contact support within 24 hours of receipt |
| 3 | Provide order number and photos |
Late reports (after 24 hours) may be denied – carriers have strict claim deadlines.
Quick summary
| Situation | Action |
| Box visibly damaged at delivery | ❌ Don't sign. Contact support. |
| Small dent, internal unknown | ✅ Record unboxing video. Check contents. |
| Internal damage found | 📞 Contact support within 24 hours |
| Already signed, found damage | 📞 Contact support immediately – still within 24 hours |