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How to Submit a Claim for Lost or Damaged Shipment

At Cycling Boutique Inc., we prioritize the safe and timely delivery of your orders. However, in the rare event that your shipment is lost or arrives damaged due to an unforeseen handling incident by courier companies, please follow the steps outlined below to ensure a swift resolution.

1. Immediate Actions Upon Receipt

For Damaged Shipments:

  • Inspect Immediately: Upon delivery, examine the package for any visible signs of damage.

  • Document the Damage:

    • Take clear photographs of:

      • The external packaging, highlighting any dents, tears, or compression.

      • The internal packaging and the condition of the contents.

      • The shipping label and any other relevant markings.

  • Retain Packaging: Keep all packaging materials and the damaged items until the claim process is complete.

For Lost Shipments:

  • Monitor Tracking: If your shipment hasn't arrived within the expected delivery timeframe, check the tracking information provided.

  • Contact Support: If there's no update or the tracking status is unclear, reach out to our customer service team promptly.

2. Timeframes for Reporting

  • Damaged Shipments: Report **IMMEDIATELY** upon receipt. Attempt to call us or if not reachable, leave a voice note in WhatsApp, alonng with the photos and videos taken.

  • Lost Shipments: Report within 7 business days from the expected delivery date.

3. How to Submit a Claim

Please provide the following information when submitting your claim:

  • Order Details:

    • Order number and date of purchase.

    • Tracking number (AWB).

  • Description of Issue: A detailed account of the damage or loss.

  • Photographic Evidence: As outlined in section 1., above.

Contact Methods:

4. Investigation Process

Upon receiving your claim:

  • Acknowledgment: Our team will confirm receipt of your claim within 2 business days.

  • Investigation: We will coordinate with our logistics partners to investigate the issue, which may take up to 10 business days.

  • Resolution: Based on the investigation, we will offer fair assistance as mentioned in our terms and conditions: here

5. Important Notes

  • Incomplete Claims: Claims lacking necessary information or documentation may result in delays or denial.

  • Retention of Materials: Please retain all packaging and damaged items until the claim is resolved, as they may be required for inspection.

If you need further assistance, feel free to contact our customer service team. We are committed to ensuring your satisfaction and will work diligently to resolve any issues with your shipment.