What Should I Do If My Product Arrives Damaged or Missing Parts?

If your order arrives damaged or with missing parts, you can request assistance directly from the seller through your order page on thotfy.com. Sellers are usually the best point of contact and can review the issue quickly to help resolve it.

Follow the steps below to report the issue and request support.

1. Inspect the Product and Packaging

When your order arrives, carefully check the item and its packaging. Look for the following:

• Any visible damage to the product
  
• Missing parts, components, or accessories
  
• Signs of damage to the outer packaging during delivery

If you notice any issues, document them before contacting the seller.

2. Take Clear Photos

Before submitting your request, take clear photos showing:

• The damaged part of the product
  
• Any missing components or accessories
  
• The packaging if it appears damaged

Photos help the seller understand the problem and resolve it faster.

3. Contact the Seller Through Your Order

You can report the issue directly from your order page on Thotfy.

Follow these steps:

1. Sign in to your account on thotfy.com
   
2. Go to Your Account
   
3. Select Profile
   
4. Click Order History
   
5. Choose the order with the issue
   
6. Scroll to the Chat section below the order details
   
7. Select the product you need help with
   
8. Describe the issue clearly and attach photos if available
   
9. Click Send Help Request
   

The seller will review your request and respond to help resolve the issue as quickly as possible.

4. If the Seller Cannot Resolve the Issue

If the seller is unable to resolve the issue, Thotfy Support may step in to help mediate and review the case.

To speed up the process, make sure your request includes:

• A clear explanation of the issue
  
• Photos or videos showing the problem
  
• Any relevant order details

5. Orders Placed as a Guest

If you placed your order as a guest, you will need to link the order to a Thotfy account before requesting support through the platform.

Once your order is linked, you will be able to:

• View order details
  
• Contact the seller
  
• Track your order
  
• Request assistance if there is an issue

If you prefer not to create an account, you can send your concerns to support@thotfy.com.