What do I do if my package arrives damaged?

If your package arrives damaged, we at Catson will quickly and easily take care of an appropriate solution. To ensure we can properly review and promptly process the case, please briefly document the condition and send us the most important information.

Here’s how to proceed with a damaged package:

1) Document condition

Please take clear photos of the damaged package and – if affected – also of the contents.

Especially important are:

• outer packaging (visible damage)

• shipping label / package label

• inner packaging

• affected products or parts

• if applicable, close-up shots of the damage

The clearer the photos, the faster we can review the case.

2) Contact Catson support

Send us the photos along with your order number by email to our customer service.

Helpful for quick processing:

• Order number

• brief description of the damage

• Photos of the package and contents

• Information on whether only the packaging or also the product is damaged

This allows us to clearly assign the process and immediately initiate the next steps.

3) Review by support

After receiving your information, we review the case and decide on the appropriate solution.

In particular, we consider:

• type and extent of the damage

• affected parts / products

• Condition of the shipment upon arrival

What happens after the review?

If a relevant transport damage is confirmed, we will take care of an appropriate solution.

Depending on the case, after the review we may initiate, for example:

• a replacement delivery of the affected parts

• another suitable solution as part of the review

In many cases, a return is not immediately necessary. If further steps are required, we will inform you clearly and directly.

Catson note:

Please document the damage as soon as possible after receiving the shipment and send us the photos along with your order number. This way, we can review your case faster and assist you promptly.