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My Order Is Missing Parts or Arrived Damaged — What Do I Do?

Damage in transit or missing parts are uncommon but can happen. Here's the exact process to follow to get a resolution as quickly as possible.

Missing Parts

First: Check the Packing List

Your order includes a packing list in one of the boxes. Before reporting missing parts, compare every item in your delivery against the packing list. Some components (like handset brackets or levelling feet bags) are small and easy to miss in the packaging material.

Multi-Box Orders

Desk orders typically arrive in two or more boxes. If you're expecting a frame + tabletop order and only one box has arrived, the second may be in transit separately. Check the tracking information — multiple boxes on the same order may have different tracking numbers listed in your shipping confirmation email.

Reporting Missing Parts

1. Identify exactly what is missing

Note the specific part name or number from the packing list or assembly manual. If you can identify the part in the assembly manual's diagram, include the part number.
 

2. Contact support with your order number

Email sales@progressivedesk.com with your order number and a description of what's missing. If a full box appears to be missing, include your tracking information.
 

3. Replacement parts ship at no charge

Missing parts due to a packing error are replaced at no cost. Replacement hardware typically ships within 1–2 business days.
 

Arrived Damaged

Step-by-Step: Reporting Transit Damage

1. Photograph the damage immediately

Take clear photos of the damaged box (exterior), all damaged components, and the packing material inside. Wide shots and close-ups are both useful. Do this before unpacking everything.
 

2. Note damage on the carrier delivery receipt

If the carrier is still present, note "received damaged" on the delivery document. This creates an official record. If you've already signed and the carrier has left, proceed with steps 3 and 4 immediately.
 

3. Contact Progressive Desk support within 48 hours

Email sales@progressivedesk.com or call 1-800-828-9414. Include your order number, photos, and a description of what's damaged.
 

4. Keep all packaging until resolved

Do not discard boxes, packing materials, or damaged parts until the claim is fully resolved. The carrier or our team may need to inspect the packaging.
 

✅  Resolution options. Depending on the nature of the damage, we will arrange a replacement part shipment, a full replacement unit, or a return and refund — at no cost to you.

⚠️  Report within 48 hours. Damage claims reported more than 48 hours after delivery may be more difficult to process. Don't delay.