What to do if your order arrives damaged:

We understand the frustration. You placed an order, waited patiently for it to arrive, and when you finally opened the box - you find a sticky, broken mess. We do the best we can with high-quality packaging materials, but unfortunately, when shipping glass jars, accidents are bound to happen no matter how much you prepare. Thankfully, Sechler's Pickles guarantees all shipments, so with just a few easy steps, your replacement jars (or refund if you prefer) will be on their way. 

How to file a claim:

  1. If you are able*, take photos of the damage INSIDE THE ORIGINAL PACKAGING - our shipping insurance provider becomes skeptical if we submit photos of broken jars on the floor, table, or other surface and can deny our claim.
  2. Send the photos to showroom@sechlerspickles.com and let us know if you prefer a refund or replacement jars.
  3. That's it! We handle the rest - your replacement jars will be mailed immediately or, if you prefer a refund, it should appear in your account within 1-2 business days. 

*If you are unable to submit photos, please call us at 260-337-5461 to report your damage. We can send you a form to be filled out either on-line or through the mail. Please be aware that refunds/replacements are not issued until we receive either photos OR a claim form, so claims processed through the mail will result in a longer wait for compensation.

 

Frequently Asked Questions

Which shipping service should I choose to avoid damage?

Unfortunately, we see roughly the same amount of damage with both UPS and USPS so it's difficult to predict which carrier is "safest." Most damage happens within the "last mile," or your local area, so we recommend asking around to see which carrier your neighbors have the most success with.

Should I file a claim directly with the shipping carrier?

You can, if you prefer, but once you open a claim as a customer, we cannot open a claim as the shipper, so we will not issue a refund or replacement. Please be aware that the carriers often deny claims, so you may not get your money back if you go this route. If you send photos of the damage and file a claim with us, we will refund/replace the damaged items immediately, regardless of whether or not the carrier refunds us for them.

Why don't you use better packaging?

The packaging we currently use is the best available to us in terms of cost-effectiveness and recyclability, and meets all the standards for shipping with both UPS and USPS. Our damage rate averages around 1.5%, which is well within the expected range for ecommerce businesses of 1%-3%. 

My order arrived damaged, should I even bother ordering again in the future?

Absolutely! Most of the damage claims we file are completely random, one-time occurrences. We rarely have damage at the same address more than once, and we have hundreds of customers who have been ordering regularly for years without any recurring issues.Â