Items lost during shipping

[kellpenlan_0]

I recently shipped some roof racks for someone and it seems as though the hardware for installation fell out of the box during shipping somehow. Am I entitled to refund them? It’s not my fault the hardware fell out. 

[wooden_flower]

@kellpenlan_0 

You re responsible for the package until delivery, so you should either give them a partial refund to buy the hardware, or accept a return and issue a full refund.

You can try filing a claim with the carrier for the loss, but unless the box is obviously crushed or sliced open, they will deny it saying you did not seal the package properly. It can’t hurt to file the claim - ask the buyer for photos of the box.