What if my package gets lost or arrives damaged?Updated 2 days ago

Lost packages

At The Indoor Golf Shop, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit.  However, mistakes do happen and our products are unique in that they are often extremely heavy and require special handling by the various carriers we work with.

In the event your package is lost, the best course of action depends on whether or not you purchased ROUTE shipping insurance with your order.

WITH ROUTE:

• If you've opted-in to ROUTE, excellent work!  You have the best possible protection for your package!  To start a claim, visit their claim portal HERE to start the process.  You'll need to have our store order number or Route ID, along gwith the email address attached to the order to start your claim.
• The Route team will work with you directly on your concerns and often has a solution within 24 hours.

WITHOUT ROUTE:

• First, check your tracking information and contact the carrier with your concerns.  The carrier will research your issue and will often provide a claim number.  Carrier contact information can be found on this article HERE.
• With your claim number in-hand, contact us here at The Indoor Golf Shop at the link below and our team will work with you to find the best solution to your concern, up to and including replacement of your package.
• https://shopindoorgolf.com/pages/contact-us

Damaged packages

We understand the disappointment of receiving a damaged package. In the event your package is lost, the best course of action depends on whether or not you purchased ROUTE shipping insurance with your order.

In ALL situations, it's a good idea to follow these best practices:

• Inspect immediately & thoroughly:  If damage is found, notify the carrier at once and ask them to note the delivery as "received with damage".
• Take Photos:  All sides of the unopened box/pallet and the shipping label.  Then, after opening be sure to photo any damaged product or inner packaging as well.
• Keep Everything: Box, packing materials, and damaged items.  The carriers often require these for inspection & claim approval.
• Report issues immediately: Carriers have strict claim deadlines.  Contact the carrier with your tracking information as soon as feasible to start the claim process.  

WITH ROUTE:

• If you've opted-in to ROUTE, excellent work!  You have the best possible protection for your package!  To start a claim, visit their claim portal HERE to start the process.  
• You'll need to have our store order number or Route ID, along gwith the email address attached to the order to start your claim.
• The Route team will work with you directly on your concerns and often has a solution within 24 hours.

WITHOUT ROUTE:

• First, check your tracking information and contact the carrier with your concerns.  The carrier will research your issue and will often provide a claim number.  Carrier contact information can be found on this article HERE.
• With your claim number in-hand, contact us here at The Indoor Golf Shop at the link below and our team will work with you on available solutions.  Please note however that as mentioned during checkout for your order by opting out of shipping protection at the time of purchase,  the The Indoor Golf Shop is not responsible for loss or damage of packages due to carrier mishandling.
• https://shopindoorgolf.com/pages/contact-us

If you prefer, you can also log your concern via our return portal here: https://returns.shopindoorgolf.com/#/