We expect you to check in your order as soon as you receive it. All and any damages or shortages must be reported to LARP Distribution within 5 business days. No exceptions. For damages, we ship all packages insured. If you receive an item damaged, you need to notify us immediately so we can start the claim process. Save the damaged item(s) and packaging, UPS will need to pick up the damaged package to complete the claim so we can re-send your order out. Claims can take 1-2 weeks for processing. Damaged or defective items result in replacement only, unless the item is out of stock for a long period of time.