What if my order arrives broken or incomplete?

We want every delivery to go smoothly. If something isn't right with your order, here's what to do.

At the time of delivery

Before confirming receipt in the app, inspect your items. If anything is visibly broken, incorrect, or in a condition that doesn't match what was agreed, you have the right to refuse the delivery and contact our support team. Do not confirm receipt of items you are not accepting.

After confirming receipt

Once you confirm receipt in the app, the transaction is considered complete. If you discover an issue after confirming, you must contact our support team and notify your traveler through Grabr messaging within 24 hours of your confirmation timestamp. Reports submitted outside this window may not be eligible for review.

To submit a report, contact our support team at help.grabr.io and include:

• Your order number(s)
• A description of the issue
• Clear photos of the damage or incorrect item

What counts as a valid claim

We review claims where items arrive broken, structurally damaged, or materially different from what was described or agreed upon. This includes items that are non-functional, physically broken, arrive in a clearly used condition when new was agreed, or were purchased from a retailer other than the one agreed upon.

Issues that could reasonably have been identified before confirming receipt (for example, visible cosmetic damage such as scratches or dents on the item or its packaging) fall outside the scope of our guarantee. Cosmetic damage reported within 24 hours of confirmation is reviewed on a case-by-case basis.

What happens next

Our team will review your evidence and reach out within 3 business days. For items that are broken, incorrect, or incomplete, we will work toward a resolution based on the evidence provided. The guarantee does not automatically entitle shoppers to a cash refund in all cases.