What Do I Do If My Item(s) Arrives Damaged?Updated 4 days ago

Last Updated: March 12, 2025 

Receiving a damaged item can be frustrating, but we are here to ensure a smooth resolution process. Please follow these steps if you find that any item in your order has arrived damaged:

Step 1: Document the Damage

• Take Photos: As soon as you notice any damage, take clear photos of the item and any damage to the packaging. These images are essential for documenting the condition of the item and for supporting your claim.

Step 2: Contact ELO Support Immediately

• Report the Issue: Contact our customer support team within 48 hours of receiving your order to report the damaged items. The quick reporting helps us address the issue more efficiently. You can reach us via:
  • Phone: +1 512-807-0031
  • Email:[email protected]

Step 3: Provide Necessary Information

• Details Required: When you contact us, please provide your order number, the description of the damage, and the photos you took. This information will help us understand the extent of the damage and determine the next steps.

Step 4: Return and Replacement Process

• Pre-Paid Shipping Label: We will provide you with a pre-paid shipping label to return the damaged item to us via our return portal - https://eloesports.com/pages/returns
• Replacement or Refund: Once we receive the damaged item and assess it, we will either send you a replacement or issue a refund, depending on your preference and the item’s availability.

Your Satisfaction is Our Priority At ELO, your satisfaction is paramount. We strive to resolve any issues with damaged items quickly and efficiently. Thank you for your cooperation and understanding in these situations.