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Bookstore Returns Process - Damaged

Please read the Bookstore Exchange/Return Guidelines before proceeding with these instructions.

Definition:
Covenant Product damaged by the freight carrier (e.g., UPS, RPS) in shipment. Damaged merchandise is NOT product you have already displayed, tried to sell, or is shelf-worn, bent, scratched, broken, etc.

Process to obtain credit for damaged merchandise:

• Once you realize you've received damaged merchandise, the MOST IMPORTANT STEP is to keep the original box(es) you received the damaged goods in, and to report it to Covenant within 5 working days.
  
  UPS & RPS both require damaged goods be inspected at the point of delivery, and the original shipping cartons, packing, and contents be in the same condition they were in when concealed damage was discovered. Following the RPS/UPS guidelines you should not remove anything from the box until they have inspected it, which should happen within 1 or 2 days after you reporting it. If you do remove merchandise and leave only the damaged in the box you do risk the denial of a claim.
  
  
• Product damaged in shipment must be reported to Covenant within 5 days of receipt. The best and most convenient method is to call us on our toll-free at (800) 662-9545 or fax in your request using this form* (pdf, 490 Kb). You should be ready to give us 1)the original invoice number sent with the shipment, 2) the Covenant item #'s and quantities which were damaged, and if possible, 3)the package ID# off the label on the box(es) which contained the damaged merchandise (this number will start with "0842097. . ." and is 15 digits long if RPS, and "1Z841026. . ." and 17 digits if UPS.)
  
  If the above process is followed, we will
  usually issue a credit memo while you're on the phone, and immediately re-ship new merchandise. If this process is not followed, there could be a delay in the issuance of any credit due.
  
  
• Covenant will handle the process once you've reported a claim, by calling RPS or UPS and requesting a Damaged Call Tag. An RPS/UPS representative is required to inspect and pick up the merchandise within 2 working days.
  
  You should not attempt to return damaged merchandise directly to Covenant since doing so may cause a disallowance of a damage claim with the carrier, which would forfeit your right to a credit.

If you have any questions about this policy please call customer service at (800) 662-9545 or e-mail bookstoreinfo@covenant-lds.com.

* If you click on this link and you don't get an image of the page, you will need to download Adobe's Free Acrobat Reader and install it.