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    Damage Claims

    We ship a high volume of orders every year, and each one leaves our warehouse in perfect condition, secured with protective packing materials and shrink wrap. Because of this, damage or loss in transit is very rare. But if it does happen, don’t worry—we’ll guide you through the simple steps to make it right.

    We recommend reading the information below that corresponds to your order type in order to preserve your rights to a claim just in case.

         Image of fireworks boxes damaged by the freight company during delivery. READ BEFORE DELIVERY! FREIGHT CLAIMS - FIREWORKS:

    NOTICE: All claims must be made within 48 hours of receipt of your order. Failure to submit a claim within 48 hours will void your ability to make a damage or shortage claim with us.
    Damaged or Missing Boxes

    Inspect Your Delivery Immediately

    • Check the outside of all boxes of your fireworks delivery before the driver leaves.
    • If your order is on a pallet, make sure the shrink wrap is intact and look for any damaged or missing boxes.
    • On your order paperwork, you’ll see the total number of units (pallets or boxes) shipped from our warehouse.
    • Double-check that the driver delivers the same number of units.
    • If any units are missing, you must note this on the Delivery Receipt or Bill of Lading before signing. This is your only proof that part of the order was not delivered.

    Important Delivery Documents
    Every shipment includes a Delivery Receipt or Bill of Lading (BOL). On this document, you must:

    • Clearly note any damages or shortages.
    • Sign the receipt or BOL.
    • Keep a copy or take a photo for your records.
    • Before opening the boxes, take pictures of all sides of the exterior cartons. You'll need them for your claim.
    • Don't make the driver wait while you open the boxes. This can result in a detention fee charged to you by the freight company.

    ⚠️ Important: If damages or shortages are not noted at the time of delivery, your shipment will not be eligible for a freight damage claim.
    Missing An Item?

    If an item is missing, you must email us within 48 hours of receiving your shipment. Claims made after 48 hours are not eligible for credit.

    Before You Contact Us - Please check the following first:

    • Search packing materials – Small items often get tucked inside paper or padding.
    • Compare your packing slip – Verify that what you received matches the slip and that no substitutions were made.

    If Something Is Still Missing

    • Take photos of all the items you received.
    • Email us the photos along with a list of the missing item(s).

    What Happens Next?

    • We’ll review our packing records (paper + video).
    • If we confirm a shortage, we’ll issue a credit for the missing items within 10 business days.
    • We do not reship missing items, but you may include them in a new order.

    Important Notes

    ❗ Do not inspect inside the boxes of your order while the driver is waiting. Holding up the driver may result in detention charges, billed directly to you by the freight company. Captain Boom Fireworks is not responsible for these charges.
    What If The Box Looks Fine, But The Item Inside Is Damaged?

    We pack orders carefully in reinforced boxes, so this type of damage is rare. But if it happens:

    Steps to Report Internal Damage

    1. Photograph the exterior shipping box
    • Take clear photos of the undamaged box from all sides.
    • This confirms the damage was not caused by the freight company.
    1. Photograph the damaged item(s)
    • Capture the item from all angles.
    • Email us your photos within 48 hours of receiving your shipment.
    • Claims submitted after 48 hours are not eligible for compensation.

    How We Handle It

    • If the item is unusable, we’ll issue a credit (which may be in the form of store credit for future purchases).
    • Cosmetic damage (e.g. torn labels, dented packaging) is not covered if the product itself is unharmed.
    Submitting Your Claim

    Email Us: HERE
    Subject line: Freight Damage Claim – [Your Order #]
    Attach the required photos as defined above, and include a brief description of the damage.

    ⚠️ Important: We cannot file a claim for you if you haven't noted the damage on the delivery papers before signing them.
     Image of a ground shipping truck delivering packages. READ BEFORE DELIVERY! DAMAGE CLAIMS - GROUND SHIPMENTS

    DEADLINE: You must submit your claim within 48 hours of receiving your shipment.
    What To Send (REQUIRED)

    Email the following photos so we can file your claim:
    • Exterior Box:Top & Two Sides
    • Exterior Box:Bottom & Other Two Sides
    • Box Bottom: Crush Rating (clearly visible) 
    • Shipping Label (tracking number must be readable)
    •  Packing Material (open the box, show how items were packed) 
    •  Damaged Product (clear photos of all product damage) 

    Note: Cosmetic-only issues (e.g., torn labels, dented packaging with undamaged product) are not eligible.

     ⚠️ Important: We cannot file a claim without all required photos. 


    How To Submit A Ground Shipment Damage Claim 

    Email Us: HERE 
    Use the Subject line: Ground Damage Claim – [Your Order #] 
    Attach the photos above and include a brief description of the damage.
     Related Resources For more details on specific policies and options, see these pages:

    Still have questions? Check out our FAQ Page where we have tried to answer the most common questions we get.