What Happens If an Award Arrives Damaged?
Flawless Awards manages the insurance claim and coordinates the replacement process when an award is damaged during shipping. Customers should retain the damaged award and all original packaging and provide clear photos. Replacement timing depends on stock availability, production requirements and the event date.
If an award arrives damaged, Flawless Awards will submit and manage the insurance claim and coordinate the replacement process for you. Keep the damaged award and all original packaging, and provide clear photos of the award and shipping container. Replacement timing depends on whether the award is a stock item or a custom piece, as well as availability and your event date.
What to do when you find damage
Inspect every award shipment as soon as it arrives. If you find damage:
- Keep every damaged award.
- Keep the box and all original packing materials.
- Take clear photos of the damaged award and shipping container.
- Notify Flawless Awards so the claim and replacement process can begin.
Do not discard anything while the insurance claim is being handled.
Flawless handles the carrier claim
Flawless submits and manages the insurance claim on your behalf, so you do not have to deal directly with the carrier. The photos, damaged items and original packaging provide the documentation needed to support the claim.
How long a replacement may take
Stock and catalog awards are typically ready within 5–7 days of proof approval when the item is available, but stock cannot be guaranteed for every award.
Standard custom production takes 60–90 days from final artwork approval, including ocean freight and customs. A rush custom timeline of approximately 4–6 weeks using air freight may be possible when there is a firm event date and the budget allows, but feasibility and shipping costs must be reviewed for the specific project. For more context, see how long custom awards take to produce.
Options when an event is close
If a custom replacement cannot arrive before the event, Flawless will review the options for your specific project. These may include waiting for the newly produced piece, discussing whether air freight is feasible, or using an available stock award for the event.
For custom programs, Flawless may recommend ordering a few extra pieces during planning because very small additional production runs can be difficult and may require costly air freight. The appropriate number of extras depends on the project.
Shipping damage versus a production error
Shipping damage and production errors are handled separately. Transit damage is handled through the insurance claim and replacement process.
For a production error, Flawless reviews the submitted information, approved artwork and any changes made after approval. There may be a replacement charge if the customer supplied incorrect information or approved an incorrect proof. If Flawless changed the artwork after proof approval, expedited replacements are provided at no charge.
Frequently asked questions
Do I need to file the shipping claim myself?
No. Flawless Awards submits and manages the insurance claim on your behalf.
Can I throw away the broken award or shipping box?
No. Keep the damaged award, box and all original packaging until Flawless confirms that the claim has been resolved.
What photos are needed for a damaged award claim?
Provide clear photos of the damaged award and the original shipping container and packaging.
How quickly will a damaged award be replaced?
Timing depends on the award type, stock availability, production requirements and event date. Stock awards are typically ready within 5–7 days of proof approval when available; custom replacements may require a new production run and project-specific freight planning.
What if the problem is a typo rather than shipping damage?
Flawless reviews the submitted information, approved proof and any post-approval changes. A customer-approved error may result in a replacement charge, while expedited replacements are provided at no charge if Flawless changed the artwork after approval.