Damaged delivery wording example

Replacement Timeline wording for a Shopify toy store.

Use this self-serve example to explain the customer needs to know when a replacement will ship in a clear and parent-friendly support tone. Edit every line against your actual replacement, return, and carrier policy before publishing.

Open the free wording tool Use free resources

Starter wording

Hi there - I am sorry your toy arrived this way. Please send us 2-3 clear photos of the item, the packaging, and the shipping label if available. Once we have those details, we can confirm the best next step for a replacement or another policy-available resolution. We will keep the process simple and let you know whether anything needs to be returned before a replacement is sent.

Before you use it

  • Confirm the reporting window in your actual policy.
  • Say exactly which photos or packaging details are needed.
  • Avoid promising a replacement ship date until your team has confirmed inventory and address details.
  • Keep damage exceptions separate from normal preference-based returns.

Short support-page line

If your order arrives damaged, contact us with photos of the item and packaging so we can review the best policy-available next step.

Email subject idea

We are sorry your toy arrived damaged - here is what we need next.

Internal note

Use one consistent phrase for damage reports across FAQ, support macros, order-status emails, and return instructions.

Related self-serve pages

Return Label For Damaged Item for a Shopify toy store

Replacement Timeline for a Shopify pet gear store

Back to the damaged item replacement wording tool