If your package arrives visibly damaged — torn, crushed, or opened — here's the best approach:
- Take photos: at minimum of the outer carton, ideally also the contents right after opening.
- Check the contents: is the device intact and complete, or are there visible damages or missing parts?
- Report to DHL: if you haven't accepted the package yet, you can have the courier note the damage on the spot.
Report the damage to smartport
Open your account → order → "Get help" → "Package appears damaged in transit". Upload the photos and briefly describe what you see. Our team will review the case and get back to you within one business day with the next step — typically a replacement shipment or refund.