What to Do If a Panel Arrives Damaged

How to document the issue and get a replacement quickly

While we take every precaution during packaging and shipping, damage can occasionally occur in transit. If a panel or frame arrives damaged, acting quickly and following the correct steps helps ensure you receive a fast replacement and avoid delays on your jobsite.

Step 1: Inspect Immediately Upon Delivery

• Unpack and inspect all panels as soon as they arrive — ideally before signing off with the delivery driver.

• Check for any visible damage to glass, metal surfaces, corners, finishes, or seals.

• Note any scratches, dents, cracked glass, or warped frames.

Step 2: Document the Damage Thoroughly

To process a replacement claim, we’ll need:

• Clear photos of the damage from multiple angles

• A wide shot showing the panel in context (to verify orientation and scope)

• Close-ups of specific damage areas

• A photo of the shipping label or crate label

• A description of the damage and how the product was received (crate condition, any signs of impact, etc.)

Tip: Take photos before moving the panel, if possible, and avoid discarding the packaging until the issue is resolved.

Step 3: Submit a Damage Report

Send your documentation and description to:

• Email: [e-mail]

• Or submit via our Contact Us Form on the website

Be sure to include your order number and project name in the subject line.

Step 4: What Happens Next

• Our support team will review your submission, usually within 1 business day

• If the damage is verified and falls within shipping coverage, we’ll initiate a replacement panel order at no cost

• We may ask follow-up questions or request a site contact for delivery coordination

Helpful Reminders

• Do not install any damaged panel — doing so may void warranty eligibility

• If possible, hold onto the original crate and all packing materials until the issue is resolved

• For concealed damage (not visible until unpacked), submit your claim within 48 hours of delivery

Still Have Questions?

Contact us anytime at:

• [e-mail]

• Or speak to your Mosaic Doors representative directly

We’re committed to making the replacement process as quick and painless as possible so your project can stay on schedule.