What to do if your package arrives damaged or incomplete?

Delivery is the last step of your order and even though TAEDA works only with reliable carriers, damage or missing items can still happen. In such a situation, speed and the right procedure are crucial, so this guide shows you how to resolve the issue as fast and smoothly as possible.

1. The parcel is visibly damaged when the courier arrives

If, when the courier (GLS, PPL, DPD, Toptrans or another service) hands over your parcel, you can clearly see that the box is deformed, dented, torn or wet, you have two options:

• Do not accept the parcel: Tell the courier that you refuse the shipment because the packaging is damaged. The courier will record this in their system and send the parcel back to us. Please inform us at info@taeda.cz so we can prepare a replacement solution.
• Accept it “with reservation”: If you still want to accept the parcel, insist on having a damage note added to the courier’s scanner or to the transport document. Without this note it is very difficult to prove later that the damage occurred during transport.

2. Hidden damage found after unpacking

The box looked fine from the outside, but after opening you found broken items such as printed glasses, mugs or bottles? In this case you need to act immediately.

Rules for a successful damage claim

• Do not throw away the packaging! For a damage claim, carriers always require photos not only of the goods, but also of the outer carton, inner filling and shipping label. Keep everything until the case is closed.
• Take clear photo documentation:
  • Full view of the parcel with clearly readable shipping label.
  • Close-up of the damaged item(s).
  • Photo of how the goods were placed inside the box, including protective filling.
• Report the issue within 24 hours: Carriers have strict deadlines for reporting hidden damage (in many cases only 2–3 business days). To make sure your claim is not rejected, contact us as soon as possible, ideally within 24 hours of delivery.

3. The shipment is incomplete

Did the parcel arrive in good condition, but some items from your order are missing? Please first check the following:

1. Delivery note / invoice: Make sure the order was not split into multiple parcels. Larger orders, for example of textiles or promotional pens, may arrive separately.
2. The entire inside of the box: Small items such as USB flash drives or lanyards can be hidden in the filling material or at the very bottom.

If items are really missing, send us your order number and the missing products by e‑mail. Our warehouse team will check the packing process (including camera footage) and we will arrange a solution for you.

Important carrier deadlines

Why is fast reporting so important? Carrier terms and conditions are strict and late claims are usually rejected:

• GLS / PPL / DPD and similar parcel services: Hidden damage must typically be reported within 2–3 business days from delivery. Claims reported later are usually refused by the carrier.
• Toptrans and pallet transport: For pallet shipments, the parcel should ideally be inspected thoroughly at the time of delivery, before you sign the hand‑over protocol.

You might also be interested in

• General terms and conditions
• Contact information and warehouse address
• Help & advice for your promotional items

FAQ – damaged or incomplete shipment