New Marco Polo always attempts to provide a top-notch quality product and pack all items as safely and securely as possible; but sometimes things don’t as planned. If there are any damaged items or defective items in your order, please contact us within 7 days of the order to file a claim. For items damaged in transit you may be required to provide pictures of the item, or the original packaging that the item came in, to complete the claim process. New Marco Polo does NOT provide refunds or exchanges for products mistakenly ordered or unwanted after order.