Claim Process — Damaged, Lost & Missing OrdersUpdated an hour ago
This article explains what to do if a Bully Max order arrives damaged or if tracking shows a package as delivered but it hasn't arrived.
Damaged or Incorrect Items
If an order arrives damaged or you receive the wrong item, follow these steps:
Take clear photos of the damaged item(s) and the shipping box (all sides, including any shipping labels).
Contact customer support via chat, phone, or email at [email protected].
Include the order number, photos, and a brief description of the damage in your message.
The support team will prioritize your case and work toward a resolution—typically a replacement or refund—and will provide updates as it progresses. Only the specific damaged or missing item is replaced, not the entire order.
Storage requirement: Products must be stored in their original, sealed packaging in a cool, dry, temperature-controlled environment. Products damaged due to improper storage (e.g., garages, outdoor areas, or damp basements) are not eligible for replacement or refund under this policy.
Missing Package (Marked Delivered, Not Received)
If tracking shows a package as delivered but the customer hasn't received it, please recommend the following steps in order:
Check the tracking details for a specific drop-off location — packages can sometimes show as delivered up to 48 hours before actually arriving, especially during peak periods.
Check with neighbors or other residents at the address to see if they received the package.
Look around the property — porches, bushes, garages, grills, or other spots a carrier may use to shield a package from weather or theft.
Check with the local post office — some packages marked "delivered" don't physically arrive for 1–3 more days.
Recommend signing up for UPS My Choice going forward to get delivery windows, alerts, and rerouting options.
If the package is still untraceable after these steps, please escalate the issue to the support team, which is available 24/7 via the contact form, phone, email, or live chat.
Shipping & Tracking Basics (for context)
Standard shipping within the USA takes 2–5 business days.
Orders ship daily (except Sundays) from Pittsburgh, PA 15101.
USPS orders are picked up daily at 12:00 PM; UPS orders at 2:00 PM.
Tracking numbers can take up to 24 hours to display shipment details.
Customers can track orders via live chat ("Track and manage my orders") using their email or phone number or sign up for email/SMS shipment alerts.
Note: Detailed internal claim timelines and carrier-portal steps (including the FedEx-specific filing guide) live in Ridgeline's internal Notion documentation, which was inaccessible during research for this draft. We recommend cross-checking those internal timelines before finalizing this article for either the public help center or an internal agent-facing knowledge base.
Need More Help?
Our support team is available to help with anything not covered above:
Email: [email protected]
Phone: 1-833-BULLY-MAX (1-833-285-5962)
Live chat: available at shop.bullymax.com
Contact form: shop.bullymax.com/pages/contact