Newegg: item arrived damaged or defective

Collect

• order number
• clear photos of the item and the shipping box

Steps

1. Within 15 days of the delivery date, open the order and click Delivery Issues. Include clear photos of the item and the shipping box.

   OnlineOrder History (Refund or Replace, Delivery Issues, Contact a seller) Sign-in required

2. If asked to return the item, use the free return label that Newegg emails.

3. If you cannot use the online form, contact live chat.

   ChatNewegg live chat

More contacts for this issue

Facts you can cite

• Deadline

  Damaged, missing or not-received items must be reported "within 15 days of the delivery date" through Delivery Issues on the order. For damage, "Include clear photos of both the item and the shipping box".

  Source: kb.newegg.com, verified 2026-10-13

Rules in force

• Magnuson-Moss Warranty Act
  15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules

  Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.

  Source: ftc.gov, verified 2026-10-12

  1 citable point

  • Policy

    Under a "full" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.

    Source: ftc.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   ChatNewegg live chat

2. Supervisor

   PhoneNewegg Customer Service (orders, returns, feedback) +1-800-390-1119

3. Written complaint

   PhoneNewegg Customer Service (orders, returns, feedback) +1-800-390-1119

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Public complaint

   RegulatorBetter Business Bureau

Watch out

Related

• Item arrived damaged or defective at other companies
• Retail and online shopping — how complaints work
• Newegg: refund request
• Newegg: lost package
• Newegg: warranty claim