A clear claims process for wholesale equestrian orders.
If your OutRaven order arrives damaged, incomplete, incorrect or with a quality concern, send us the order details and clear evidence so our team can review the issue.
Claims are reviewed individually. The available resolution depends on the order, affected products, evidence and the type of issue.
Claims are reviewed using order details and supporting evidence.
OutRaven reviews wholesale and private label order claims individually. Buyers should inspect delivered products and packaging as soon as reasonably possible after receiving the order.
If you notice damage, incorrect products, missing quantities or a quality concern, contact us with the relevant order information and clear supporting photographs.
Because B2B orders may include bulk quantities, custom branding, private label packaging or international shipping, the outcome depends on the issue, product condition and confirmed order terms.
Order issues that may be reviewed.
Send complete information so we can understand the issue and determine the appropriate next step.
Damaged Products
Products visibly damaged during transport or received in unusable condition may be reviewed when clear product and packaging photographs are provided.
Incorrect Items
If products do not match the confirmed order, provide photos, product details, received quantities and your order or invoice reference.
Quality Concerns
Concerns involving visible defects, finish, stitching, sizing, branding or packaging can be reviewed with clear supporting evidence.
Missing Items
If quantities appear incomplete, provide carton photos, packaging details, received quantity and details of the products believed to be missing.
Four steps for submitting an order claim.
Good documentation makes a B2B claim easier and faster to review.
Inspect the Order
Check the products, received quantities, carton condition, labels, packaging and any visible issue after delivery.
Take Clear Photos
Photograph the affected products, cartons, labels, packaging and close-up details of the problem.
Send Claim Details
Send the order reference, affected product, issue type, quantity, delivery date and photographs.
Claim Review
Our team reviews the information and advises the next step based on the evidence and applicable order terms.
Send complete information for faster review.
Missing information can delay the claim process. Include the order details and visual evidence relevant to the issue when contacting OutRaven.
Some situations may not qualify for a claim resolution.
Claims are reviewed fairly, but evidence and product condition matter when determining eligibility.
Late Reporting
Claims reported significantly after delivery may be difficult to verify or investigate.
Used Products
Products that have been used, altered, washed, modified or resold may not qualify for a claim.
Buyer-Side Damage
Damage caused by incorrect handling, storage, retail display or customer use may not qualify.
Approved Custom Orders
Private label or custom products approved by the buyer may not be returnable unless a verified issue exists.
The solution depends on the verified claim.
Once the claim has been reviewed, OutRaven may propose an appropriate practical resolution.
Replacement
Replacement may be discussed when the issue is verified and suitable replacement stock or production is available.
Credit
Credit toward a future order may be considered depending on the claim and commercial circumstances.
Partial Resolution
A partial adjustment may be discussed where only part of the order or quantity is affected.
Return Review
Returns require prior written approval and may not apply to all wholesale, branded or private label orders.
A few details make claim review much easier.
Need help with an OutRaven order?
Send your company name, order number, product category, issue description, affected quantity and clear photos. Our team will review the claim and advise the next step.