If your package has been lost, stolen, or arrived damaged, contact us as soon as possible. Shipping issues are the courier's responsibility, but we'll work with you to establish a case and pursue the best possible outcome.

Important: shipping damage vs. product defects

Shipping damage and product defects are handled differently:

  • Product defects (misprints, manufacturing faults, wrong items) are covered directly under our return and warranty policy.

  • Shipping damage (items damaged by the courier during transit) is the courier's responsibility. RAGE Custom will help you build a claim with the courier, and if the claim is successful, we'll arrange a replacement.

If you're not sure which category your issue falls into, contact us and we'll help you work it out.

If your package arrived damaged

If the product or packaging is visibly damaged when it arrives:

  1. Keep the box and all packaging materials. Do not discard anything until the issue is fully resolved. This is essential for a successful courier claim.

  2. Take photos immediately, including the outer packaging, any visible damage to the box, and the product itself. The more evidence you have, the stronger the case.

  3. Contact us at info@ragecustom.com with your order number, a description of the damage, and the photos.

We'll use your photos and order details to file a claim with the courier (typically DHL) on your behalf. We also recommend contacting the courier directly on your end as well, as having a claim filed from both sides can speed up the resolution.

Once the courier accepts the claim, we'll arrange a replacement for you.

If your tracking shows "delivered" but you haven't received it

This can happen occasionally, especially if the courier left the package in an unexpected location. Before contacting us:

  • Check around your delivery address, including porches, side doors, mailrooms, or with neighbors

  • Check whether someone else at your address accepted the delivery

  • Review the tracking details for any delivery photos or specific drop-off notes

If you still can't locate the package, contact the courier company citing your tracking details and also contact us with your order number and we'll investigate with the courier on our end as well.

If your package appears to be lost in transit

If tracking hasn't updated for an extended period or the estimated delivery date has passed significantly:

  • First, check the tracking page directly. Occasionally there are delays in updates, especially for international shipments.

  • If tracking has genuinely stalled, contact us with your order number and we'll open an investigation with the courier.

These situations are rare, but when they do happen, we'll work to get a resolution as quickly as possible, whether that means locating the shipment or pursuing a claim for a replacement.

What we need from you

To help us resolve shipping issues as quickly as possible, please include:

  • Your order number

  • A description of the situation (damaged, missing, marked delivered but not received)

  • Photos of any damage (packaging and product)

  • The delivery address used on the order

Reach us at info@ragecustom.com, via Live Chat, or on WhatsApp.

→ What is RAGE Custom's return and warranty policy?

→ How do I report a problem with my order or product?

→ How do I track my shipment?

→ Why does the DHL tracking page sometimes show a longer delivery estimate?

→ How long do refunds take to process?