Claims

We take great care in filling, checking, and packing your order. However, sometimes errors are made.

Packing List: Verify with order upon receipt. Backorders will be shipped when available. A.C.E. will absorb shipping costs on backorders.

Missing Items: Contact Customer Service within 10 days of receiving your order to report any missing items.

Defective Materials: Items will be replaced at no charge. Contact Customer Service, identifying the materials and type of defect.

Lost Shipment: If the entire shipment or partial shipment has not been received, contact Customer Service.

Damaged Shipment: (Damage discovered at delivery or before opening the box) – If your package arrives visibly damaged or appears tampered with, contact A.C.E. Customer Service immediately. Do not file a claim with the carrier. A.C.E. will file and manage any carrier claim on your behalf. Please keep all packaging and take photos of:

• The outer box (all sides), including the shipping label.
• Inner packaging.
• The damaged area(s).

Items damaged in transit by A.C.E. or the carrier will be replaced at no charge. Shipments handled by a customer selected freight forwarding company are the customer’s responsibility.

Damaged Materials (Damage discovered after opening the box) – If damage is discovered after unpacking, contact A.C.E. Customer Service within 10 days of delivery, providing the item details and the type of damage.

• Keep all packaging and the damaged materials until the claim is resolved.
• Provide photos of the damage, packaging, and shipping label.

Materials damaged by A.C.E. or the carrier will be replaced at no charge. Materials that were altered or damaged by the customer or by a customer selected freight forwarding company will be the customer’s responsibility to replace.

Customer Service