---
title: My Prints or Products Arrived Damaged
description: Report bent, scratched, creased, wet, broken, misprinted, or shipping-damaged Van Gogh school-photo products.
---
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3. [Damaged Products](https://support.vangoghphoto.com/delivery-order-support?hsLang=en#damaged-products)
# My Prints or Products Arrived Damaged
## Keep the damaged item and packaging, photograph the issue, and request a Van Gogh replacement review.
**Quick answer:** Do not discard or mail the item. Photograph the damage and packaging, then submit the order number and affected product to Van Gogh.
## Document the condition
- Photograph the full product.
- Take a closer photo of the damaged area.
- Photograph the shipping envelope or box, especially visible crushing, bending, moisture, or tears.
- Photograph the shipping label or school-delivery label.
- Keep the packing slip and all package contents.
## Describe the problem clearly
Examples include bent or creased prints, scratches, surface marks, water damage, a broken specialty product, trimming damage, a print defect, or a package damaged in transit.
## What happens next
Van Gogh will review the order and damage. When a replacement is appropriate, Customer Support can arrange a corrected reprint or product without requiring the family to place another paid order.
> **Important:** Do not send the original product to the Barrington facility unless Customer Support specifically requests it. The current support process normally begins with the order number and photographs.
## Still need help?
Use the [Van Gogh Help Center](https://support.vangoghphoto.com?hsLang=en) to search for an answer or submit a private support ticket. You can also email [info@vangoghphoto.com](mailto:info@vangoghphoto.com) or call **847-382-2282**.
Please include:
- Order number
- Student’s full name and school
- Affected product and quantity
- Description of the damage
- Photos of the product and packaging
- Delivery method and tracking number, if applicable
For your security, never send a full card number, security code, banking password, or account password.
## Related articles
- [How the Replacement and Reprint Process Works](https://support.vangoghphoto.com/replacement-and-reprint-process?hsLang=en)
- [Van Gogh’s Satisfaction Guarantee, Reprints, and Refunds](https://support.vangoghphoto.com/satisfaction-guarantee-reprints-and-refunds?hsLang=en)
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