IMS Branded Solutions is committed to excellent customer service and quality products. Upon delivery your item should be free of defects. Our Quality Control representatives will thoroughly inspect your item prior to packaging. If you receive damaged or defective merchandise, please contact an IMS Service Representative immediately! We will replace the item, if that is not possible we will issue a credit or refund after we receive the damaged/defective product. You will not be charged any additional shipping or handling fees for replacement.