Short answer
Contact support with the order number and clear photos so the issue can be reviewed against the support policy.
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Free Shopify contact page FAQ answer builder for damaged item help
Open the free browser builder with a focused starting point for damaged item help on a Shopify contact page. No payment, no login, no email capture.
Surface: contact pageConcern: damaged item helpFree toolFAQPage JSON-LD
What to avoid
Do not promise automatic refunds or replacements unless the policy says so.