What to do if your prop arrives damaged

Does the scratch affect functionality or is it cosmetic?

Good writeup. Most people do not know their options when something arrives wrong.

So I wanted to share my recent experience—it's a good reminder that even reputable vendors can have issues sometimes. I ordered a prop ID from a solid source that's been around for a while. Timeline was pretty standard: ordered on a Monday evening, got a confirmation the next morning. Shipping took about 10 days total, which is normal for this vendor. Packaging came as a plain bubble mailer inside a standard USPS poly bag—nothing flashy, no weird return addresses, just a generic name and a residential return. Stealth was decent: the prop was sandwiched between two pieces of cardboard and wrapped in cling film, so no rattling.

But when I opened it, I noticed a corner was slightly crushed and the lamination had a small crease running through the hologram area. It wasn't completely destroyed, but definitely noticeable under scrutiny. I immediately took photos—an unboxing video would've been even better, but at least I had clear shots of the envelope, the inner packaging, the damage, and the whole prop front and back. That's the most important thing, like the original post says. You need timestamped evidence showing it was damaged upon arrival, not something you caused after opening.

I reached out to the vendor via their preferred contact (email) the same day, attached the photos, and clearly explained the issue. Communication speed was pretty good—they replied within about 6 hours asking for a few more angles. They offered a reprint at no cost, but warned that reship might take another full production cycle (about a week). No hesitation, no blaming shipping. That kind of customer service makes a huge difference. Value for money (VFM) is still solid in my book because the base product quality is usually excellent, and they stood behind their work. I'd rate VFM a solid 8/10 overall, considering the minor hiccup.

Pros: responsive support, no hassle reprint policy, decent stealth packaging, and the prop itself (minus the crease) looked great—right colors, correct microprint, good PVC feel. Cons: the packaging could have used a bit more padding, maybe an extra layer of cardboard or a rigid mailer to prevent corner damage. Also, the 10-day turnaround plus another 7 for reprint means you're waiting almost three weeks total, so plan ahead if you need it by a specific date.

Bottom line: always document immediately when you open the package. Photos are your only proof, and without them you're just making a claim on trust. Even if the vendor is normally great, don't skip this step. A good vendor will take care of you, but you need to help them help you. Stay patient, stay polite, and keep those photos safe.

Same day response is impressive. Good vendor behavior.