My parcel arrived damaged, or something is missing

Email info@tracktoolfactory.com with your order number and, if you can, photos of the part and of the box it came in. Pictures of the outer packaging are what settle a claim with the carrier, so do take them before the box goes in the bin.

Who carries the risk

Your parts travel at our risk until they reach you. If a carrier damages or loses a shipment, sorting it out with them is our job, not yours.

What happens next

Depending on the part and what has gone wrong, we will repair it, replace it or refund it. We will tell you which before anything happens, and we will not ask you to post anything back until we have agreed what we are doing.

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