How we pack
Bottles travel capped and nested, not loose, because a loose cap in a carton is how a thread gets chipped. Cake drums ship flat with a stiffener on the face, since a bowed drum never comes back true. Cables are coiled and tied rather than folded.
Packaging is plain and recyclable by design. We would rather spend the money on a thicker carton wall than on a printed sleeve nobody keeps.
Who actually ships it
The retailer you order from holds the stock and runs the delivery. They set the shipping speed, the carrier and the tracking, and they are the only ones who can see where your parcel is.
That means delivery dates, late parcels and missing packages go to them first, always. They will resolve it in minutes; a message to us would only be relayed.
What to check on arrival
Open the carton before you put it away. Look for a crushed corner on a drum, a chipped bottle thread, a kinked cable or a cracked clip. These are the four things that go wrong in transit and all four are visible in ten seconds.
If something is damaged, photograph it in the box before you unpack any further. That photograph is what makes a replacement straightforward.
Then tell us
After you have sorted the replacement with the retailer, send the same photograph to our desk. Transit damage is a packing problem, and packing problems are ours to fix.
We have changed three carton specifications on the back of customer photographs. It is the fastest feedback loop we have.