What if My Order is Damaged?

If you believe there is a problem with a print order you submitted and received, such as a printing defect or damaged product, please let us know as quickly as possible. You may submit a claim by following the steps below. Please retain all books and packaging until your claim has been resolved.

• If you are contacted by someone who received a damaged or defective copy of your book from one of Ingram's retail partners or a distribution partner of ours, they should return the book back to the business they purchased it from for a refund or replacement.
• If someone purchased a copy of the book directly from you, the book should be returned to you for a refund or replacement. You will work with the IngramSpark support team to resolve the problem. 

Minor manufacturing defects can occur during the manufacturing process of your book. Below is a list including, but not limited to, defects that when minor, are not considered unsaleable: 

• Cover scratches
• Smudges in the lamination (This is glue that can be wiped off with a damp cloth)
• Dents
• Ink spots
• Folded pages
• Lamination creases or scored hinges
• Gutter read marks

Submitting a Claim

All claims should be reported within 90 days of receiving the order. If you received your order over 90 days ago and are unable to submit a claim through your account, please submit a request. Include the order number, and attach images of the defect. Our support team will review your order report and contact you within 3-5 business days. 

1. Report a claim:
   • Log into your IngramSpark account
   • Click on Orders
   • Click on Submitted. This will take you to a list of the orders you have submitted for printing.
   • Click on the order number to pull up the Shipment Details page. 
   • Click on the Report an issue with this order button at the upper right-hand corner. The report button is available for 90 days after an order has shipped.
2. Select from the following options:
   • Preferred resolution:
     • Replace My Books
     • Credit My Account
   • Is this for an event?
     • Yes or No
   • Ship to address
     • Use Original Address
     • Use New Address
3. Select the book to add to the claim.
   • If there is only one book in the order, it will be automatically selected for you. You will also be required to add information about the claim in the Notes field.
   • Including the batch number will help expedite the claim. It can be found on the last page of the book. To ensure the number is transposed correctly, you can take a photo and include that in the claim form.

4. Reason for claim  
   •  
     • Incomplete Delivery
     • Missing Delivery
     • Order Damaged
     • Manufacturing Defect
     • Interior Printing
     • Cover Printing
     • Other-provide details in the Notes field.
5. Notes — Required to submit a claim. Please provide as many details as possible to help expedite the claim.
6. Image upload
   • Images cannot exceed 10 MB.
   • Acceptable file formats are JPG, GIF, and PNG.
   • Images are required. Please include images for a minimum of half the claimed books.  If the number of books in the claim is large, you can lay out the books, so the affected area is visible or take a video. A video link can be included in the Notes field, please make sure to provide permission to view the video.
7. Click submit.
8. Books needed for an event
   •  We will do our best to have the replacement order fulfilled in time for your event; however, we cannot guarantee this. It will depend on how much time there is for rush printing and expedited delivery options available to the event location.
   •  It's best to place an order so you receive your books one to two weeks in advance of an event.

For Large Orders Delivered on a Skid or Pallet):

• Inspect the skid for any type of transit or forklift damage. 
• If you see any damage to the cartons or skids, sign the freight receipt noting the skids are damaged and describe the damage such as forklift holes in cartons or corner of cartons/skid is crushed from transit damage. 
• If time permits, open the cartons and count and note the number of damaged books.  If the driver will not wait, note on the receipt there is transit damage and sign it stating an inspection is required to determine the extent of the damage.
•  Check the extent of damage to get a count of the damaged books. Provide images, as described above, and the number of damaged books (using the claim form) and we will file a claim for the damages with the carrier.
• If the freight receipt is not signed as damaged and requesting an inspection, it is impossible to get a claim accepted by the carrier. 

Viewing a Claim Replacement Order

You can view claim replacement orders in your account. Because we submit replacement orders internally, it will not appear in the Submitted Orders section with your other orders; however, you can see the claim replacement order if you click on Search for Orders. If you have search criteria, you can enter the information, or you can just click on Search without entering any search criteria. Replacement orders typically begin with RO-XXXX and will appear in the order list.