On rare occasions, shipments are lost in the mail, or a product arrives broken or damaged. In such cases, you'll need to work with the carrier and supplier to secure a reshipment for your customer.
If a product lost in the mail, you'll have to reach out to the carrier to see what they will do to reconcile the loss.
If it arrives broken, ask the Supplier to ship out a new unit. Sometimes, the Supplier may ship the new unit with a return shipping label for returning the broken item.
You can find your suppliers contact information on the Purchase Order details page.