All damage claims, discrepancies and late delivery claims must be made within 3 business days of the gift being received. There will be No exceptions to this policy. If a gift arrives damaged or there is a discrepancy OccasionalSurprises.com will make every effort to resolve the issue in a timely manner to our customer's satisfaction. Credits or refunds will be at the sole discretion of OccasionalSurprises.com and will only be issued if damaged gifts or discrepancies can be verified by the carrier. If you, the customer, disposes of the gift before we can verify the damages/discrepancy we will not issue any refund. All claims must be issued in writing by e-mail. Claims will not be accepted via the phone.