Effective October 29, 2026 · Version 2026-10-29
Please inspect your delivery
Check the outer carton and its contents as soon as practical after delivery, including individual retail boxes. Please report visible damage, missing goods, or incorrect items in writing within 5 calendar days after delivery. Report a concealed defect promptly after discovery and explain when it became apparent. Prompt reporting helps us investigate and meet carrier deadlines; the requested reporting window is not a statement that every later defect claim or non-excludable legal right is automatically lost.
What to send us
Email info@marketplace24.ca with your business name, order number, delivery date, tracking number, affected SKUs, quantities, and a clear description of the issue. Please attach photographs of the damaged item, its retail packaging, the internal protective packing, the outside of the shipping carton, and the shipping label. For shortages, also photograph the packing slip and all goods received if practical. If a short video would help explain a mechanical or electrical problem, ask us for a suitable way to send it. Do not include payment-card details or unnecessary personal identification.
Keep the evidence
Retain the goods, carton, packaging, and label until we confirm they may be discarded. The carrier may request an inspection or additional evidence. Where possible, note visible carton damage with the carrier on delivery, without delaying your report to us. Do not return or dispose of the item, make a permanent repair, or submit inconsistent duplicate carrier claims before contacting us. If retaining an item would be unsafe, protect people first, document the issue if safe, and let us know.
How we resolve a concern
We will review the information and may request reasonable additional photographs, inspection, or return of the item. Depending on the issue, availability, our agreement, and applicable law, the appropriate remedy may be a replacement, missing part, agreed repair, credit, or refund. Do not ship the goods back until we provide instructions. A carrier’s claim decision does not by itself determine all of your rights against us. We will communicate about the remedy rather than promise that every resolution depends on the carrier first paying a claim.
Handmade wooden products and loose glue joints
Many wooden products are handcrafted and travel through changing temperature and humidity. A small glue joint may loosen during transit, such as a decorative figurine separating from its base. Photograph the issue and contact us before repairing it. Where safe and appropriate, we may offer a simple repair as an option and explain the method. You are not required by this policy to carry out a repair yourself as a condition of reporting damage, and a repair should not conceal a structural, electrical, heat-related, or other safety concern.
Unsafe or nonworking products
Stop using an item that appears unsafe. Do not operate a damaged electrical product, light candles near damaged components, or attempt an electrical repair. Do not resell the item until the issue has been assessed. Follow the product’s instructions and contact us for the next step. Misuse, accidental damage after delivery, and normal wear require a different assessment from a delivery defect.
Claim information template
Business name:
Order number and invoice date:
Delivery date and tracking number:
SKU and product name:
Quantity received and quantity affected:
Damage, shortage, incorrect item, or defect:
When and how the issue was discovered:
Photographs attached:
Packaging retained:
Preferred contact details: