What happens if building damage occurs?

Our building damage rate is incredibly low (less than 1%!), but even the best of us make mistakes. If building damage occurs during pickup or delivery, please submit a claim here.

Claims must be received within 24 hours of pickup or delivery - otherwise, we can't hold our delivery teams accountable.

Once we review the damage, we can:

  1. Receive a quote from our contracting partner and have them repair the problem. This may take a few weeks to have our contractor visit the site, purchase the supplies, and complete the repair.
  2. Offer a refund based on the type of damage that occurred to reimburse your landlord or building management company, if they prefer to do the repair themselves. 
    1. If you choose option 2, please have a quote sent to us before the repair is completed. This quote needs to be approved by our claims department prior to the repair. Our claims department has the right to refuse the quote. Rest assured, we will provide a contractor/service to repair the damage.
Building damage requires us to work with our claims department and insurance team, which can take a little longer - up to 60 days for a complete resolution.


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