Hello Juliet, I'm sorry to hear about the inconvenience. Damages are not an expected part of the shipping process, but they can happen. As a broker, we mitigate this risk with a dedicated compliance team and the most sophisticated carrier-vetting process in the industry. In the event they do, all exceptions should be marked on the Bill of Lading. Full details on the Bill of Lading can be found in your confirmation emails and our website at: https://www.montway.com/help-center/pickup-delivery/importance-of-the-bill-of-lading/. Our dedicated claims team is here to help when issues do occur. If you have informed our team of the issue, you should have received an email detailing your options and guidance. If you have any questions or concerns please respond to the email or email our team directly at claims@montway.com. -Rick