What Should I Do If an Item Is Missing, Incorrect, or Damaged?

If an item is missing, incorrect, or damaged, stop assembling or using the affected component and document the issue before making any changes. Clear part details, quantities, shipping information, and photos help our Support team review the request accurately.

Submit a support request as soon as possible. Product defects must be reported within 30 days of delivery to qualify for a replacement or refund. After 30 days, product issues are evaluated under the applicable warranty. The Force USA warranty does not cover damage that occurred during transport or delivery.

First, confirm that every shipment has arrived

Large equipment orders can include multiple cartons, pallets, or tracking numbers. Smaller items and accessories may also travel separately from the main equipment.

Before reporting an item as missing:

1. Review every Force USA shipment email and tracking number.
2. Check whether any cartons or pallets are still in transit.
3. Compare the quantity delivered with the carrier's bill of lading.
4. Check the pallet, crate, cartons, and internal packaging carefully. Hardware can be packed inside larger components or labeled bags.
5. Confirm that the missing item does not have separate tracking.

For more information about pallets, tracking, appointments, and split shipments, read How Long Does Shipping Take and How Does LTL Freight Delivery Work?.

Inspect freight before signing

For LTL freight deliveries, inspect the shipment before signing the bill of lading.

1. Count the pallets and cartons.
2. Compare the delivered count with the bill of lading.
3. Look for torn wrapping, punctures, crushing, water exposure, broken bands, open cartons, or visible product damage.
4. Note visible damage or an incorrect quantity directly on the bill of lading before signing.
5. Take clear photos of the full shipment, labels, packaging, visible damage, and the completed bill of lading.

Keep the pallet, cartons, and packaging until you have confirmed that the order is complete and undamaged.

Do not refuse a delivery without first contacting Force USA when possible. An order refused without authorization may be subject to shipping and handling costs in both directions.

Identify the exact product or part

Use the owner's manual to identify the correct part name, part number, and required quantity. Current manuals are available on the Force USA Manuals and Assembly Guides page.

For each affected item, record:

• Product name and model
• Product SKU, when available
• Part name
• Part number from the manual
• Required quantity
• Quantity received
• Whether the part is missing, incorrect, or damaged
• The assembly step where the issue was found

If the received part is incorrect, compare it with the manual illustration and photograph any visible differences, labels, hole placement, dimensions, or hardware markings that help identify it.

Take photos that clearly show the issue

Include clear, well-lit photos whenever possible:

• The full pallet, crate, or carton
• Shipping labels and product labels
• All sides of damaged packaging
• The full affected component
• Close-up views of the damage or incorrect feature
• The surrounding area that shows where the part fits
• The bill of lading, including any damage or quantity notes
• All received hardware laid out and separated by type when reporting a hardware shortage

A short video can also help when the issue involves movement, alignment, cable travel, a pulley, a weight stack, or a Smith Machine.

What should I include in the support request?

Include the following in one request:

• Force USA order number
• Product name, model, and SKU
• Freight carrier and tracking number, when applicable
• Number of pallets or cartons received
• Number of pallets or cartons shown on the bill of lading
• Part name and manual part number
• Required quantity and quantity received
• A concise description of what is missing, incorrect, or damaged
• Photos and video that show the issue
• A copy or photo of the bill of lading when the issue involves freight delivery

Submit the request here.

Safety guidance

Do not use the equipment when a missing, incorrect, or damaged component affects the frame, welds, cables, pulleys, weight stack, Smith Machine, J-Cups, Spotter Arms, safety pins, fasteners, or any other load-bearing or moving part.

Do not force a component into place or drill, grind, bend, weld, or otherwise modify a part to make it fit. Do not substitute hardware unless Force USA confirms that the replacement is correct for the product and assembly step. Alteration or improper assembly can create a serious safety risk and may affect warranty coverage.

If holes do not align, a fastener will not seat correctly, a cable is frayed or off its pulley, or a moving component binds, stop assembly and contact Support before continuing.

What happens after I submit the request?

Our Support team will review the order, shipment details, part numbers, quantities, and evidence provided. We may ask for additional photos, a short video, measurements, or confirmation from the owner's manual before determining the next step.

Keep the affected item, packaging, labels, pallet, and hardware available until the request is resolved. Do not discard or return anything unless Force USA provides instructions.

For complete terms, review the Force USA Guarantee and Returns Policy, Shipping Policy, and Warranty Policy.