Claims, Replacements & Damages

Reporting Window

All damage, defect, and missing item claims must be reported within 72 hours of delivery. Claims submitted after this window may not be eligible for resolution.

How to Submit a Claim

To file a claim, log in to your Alder Row account and submit through your order history, or contact us directly at info@shopalderrow.com with the subject line "Damage Claim – Order #[your order number]."

All claims must include:

Your order number
Clear photos of the damaged or defective item(s)
Photos of the original packaging
A written description of the issue

Claims submitted without photos will not be processed.

Damaged Items

If your order arrives visibly damaged, document the damage immediately upon delivery. Do not discard the packaging. For freight deliveries, note any damage on the carrier’s delivery receipt before signing. Failure to note damage at the time of delivery may affect your claim eligibility.

Defective Items

If an item is defective upon arrival, submit a claim within 72 hours with photos and a description of the defect. We will arrange a replacement or issue a resolution at our discretion.