---
title: My order was delivered but has been damaged during transit.
description: Create a ticket for our Orders team to resolve any damage-in-transit.
---
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# My order was delivered but has been damaged during transit.
## Create a ticket for our Orders team to resolve any damage-in-transit.
Our top priority is to get you to your workouts as soon as possible.
By creating this ticket, and submitting all the below requested footage of your package and order items, we may offer you a few additional options as a remedy depending on:
- The condition of your items; and/or
- Determined that their condition will not affect the functionality of your workouts.
### Our 3 Critical Pictures
#### to create this ticket successfully and get a quick turnaround...
| **STEP 1:** **Take pictures indicating the condition of your packaging** |
| --- |
| All damage to the box |
| **STEP 2:** **Take pictures indicating the** ***cosmetic*** **condition of your item/s** |
| --- |
| All visible cosmetic cracks |
| **STEP 3:** **Take pictures indicating the** ***functional*** **condition of your item/s** |
| --- |
| **"Air Inlet Grille"** The air vent underneath the machine (not the fan) where the internal mechanics are visible  |
### Our Last 2 Helpful Steps
#### we may ask you to complete to understand the full status of your machine
| **HELPFUL STEP 1:** **Assess the functionality of your Trainer+** *Filming this step may be handy* | |
| --- | --- |
| Is the machine successfully receiving power? | Have the machine's internal mechanics incurred damage? |
| **a.** Does the machine switch on? if yes, proceed to **b.** | **b.** Connect to the Vitruvian app: do the LED lights flash from white to color? If orange, proceed to **c.** **c.** Orange LED's mean the machine is pushing fault information to our tech team |
| **HELPFUL STEP 2:** **Find your machine's serial number** |
| --- |
| *Located in the 'Trainer' tab when app-machine are connected, or underneath the machine itself.* |
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- [2. Delivery day: what to expect](https://knowledge.vitruvianform.com/support/getting-started?hsLang=en#2-delivery-day-what-to-expect)
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