●  DAMAGE & SIZING CLAIMS

Filter damaged or wrong size? We’ll make it right.

Shipping happens. Sometimes filters arrive dented, torn, or measured off by the manufacturer. When they do, we resolve the claim fast — usually the same business day you send photos. Here’s exactly what we need and how to file.

FAST RESOLUTION
Same Business Day
Most claims are reviewed and resolved the same business day we receive your photos and details.
CLEAR PROCESS
Evidence-Based
Clear photos = fast approval. We’ll tell you exactly what to send so nothing gets stuck in review.
10-DAY WINDOW
File Promptly
Claims must be filed within 10 business days of delivery. Photos + order number = everything we need.
!
Two rules before you file
1. Do NOT refuse delivery.

Accept the shipment even if the box looks rough — refusing it triggers carrier return fees and complicates the claim. Take photos at delivery and file through us.

2. File within 10 business days.

Claims submitted after 10 business days from the delivery date can’t be filed with the carrier and will not be eligible for replacement or refund.

WHAT WE NEED

Two types of claims, same process

Each claim type has specific photo requirements. Missing or unclear photos are the #1 reason claims are delayed — get these right and you’ll have a resolution the same business day.

Example photo of a damaged HVAC filter showing torn media and dented frame
DAMAGE CLAIM

Filter arrived damaged

Torn media, crushed frame, or other damage affecting performance or creating potential air bypass. Usually happens in transit — we handle the carrier claim for you.

VALID DAMAGE
Torn, punctured, or crushed filter media
Bent or dented frame affecting fit or performance
Damage that would allow air bypass around the filter
NOT VALID
Shipping box damage with no visible damage to the filter inside
Slight cardboard imperfections with no performance impact
Minor frame scuffs that don’t affect seal or airflow
REQUIRED PHOTOS (3 MINIMUM)
1 Clear shot of the damaged filter — don’t zoom in; show full filter in frame
2 Close-up of the specific damage (media tear, bent frame, etc.)
3 Packaging with visible size label (so we can verify the product)
+ Full case damaged? One wide photo showing all damaged filters
Example photo of an HVAC filter being measured with a tape measure to document a sizing issue
SIZING CLAIM

Filter arrived wrong size

Filter dimensions don’t match what was ordered, or the actual size is off from the stated nominal size by more than normal tolerance. We verify against your order and remake or refund.

VALID SIZING CLAIM
Actual dimensions differ from the nominal size on the label
Custom filter delivered at different size than ordered spec
Wrong product shipped (different filter than you ordered)
NOT A CLAIM
Actual size smaller than nominal (this is normal — see nominal vs. actual)
Wrong size ordered due to measurement error on your end — see Filter Fit Guarantee
Filter doesn’t fit your unit even though the size matches what was ordered
REQUIRED PHOTOS (3 MINIMUM)
1 Tape measure across the width — full measurement visible
2 Tape measure across the length — full measurement visible
3 Packaging label showing the size we shipped
+ Depth off? Add a 4th photo measuring depth with tape visible
Photo of the packaging label on a filter box showing the size and product information we need to verify a claim
REQUIRED ON EVERY CLAIM

Always include a photo of the box label

Whatever the claim type, we need one clear photo of the packaging label — exactly like the one shown here. The label tells us the size and product that shipped, and it’s how we match the filter to your order. Without it, the claim can’t move forward.

YOUR LABEL PHOTO SHOULD SHOW
The filter size printed on the label (e.g. 16x25x1)
The brand or product name
The full label in frame — not cropped or cut off
Sharp focus and good light so the text is easy to read
HOW TO FILE

Three steps to resolution

Gather, send, done. Most claims close the same business day once we have your photos.

1

Gather Your Photos & Info

Take the required photos (see claim types above). Grab your order number from your confirmation email. Note the delivery date from tracking.

2

Send It to Us

Email photos and details to support@rememberthefilter.com or text them to 425-515-2727. Include your order number in the subject or first message.

3

We Resolve It

Our team reviews photos, verifies against your order, and responds with the resolution — replacement, refund, or remake — usually same business day.

SUBMIT YOUR CLAIM

Send your photos and details

Pick the fastest option for you. Both reach the same team.

WHAT TO INCLUDE
Your full name and the email on the order
Order number (from your confirmation email)
Delivery date (check tracking if you’re not sure)
Claim type — damage or sizing
Brief description of the issue in your own words
At least 3 photos matching the requirements for your claim type
FREQUENTLY ASKED

Claims FAQ

Straight answers to the most common claim questions.

How long do I have to file a claim?

Claims must be filed within 10 business days of the delivery date shown on your tracking. After 10 days, we can’t file the claim with the carrier and replacement or refund isn’t eligible. Don’t wait — send the photos as soon as you notice the issue.

My box looks damaged — should I refuse delivery?

No — do not refuse delivery. Accept the shipment, take photos of the damaged box and any damaged filters inside, and file through us. Refusing delivery on a ground service like UPS or FedEx Ground triggers return fees that get charged back to you and complicates the claim process.

What if I already threw the box away?

Photos of the packaging with the size label are required — this is how we verify the product was the one we shipped. If you’ve already disposed of the box, photos of the packing slip or any remaining label also work. If nothing remains, contact us at support and we’ll see what we can do.

Why don’t zoomed-in photos work?

Carriers (and we) need to see the full filter in frame to assess the extent of the damage. Close-ups are fine as supplemental photos — and required to show the specific damage — but the carrier also needs a wide shot of the whole filter to verify how much is affected. Send both.

Do Custom Filters and Exact Filters® qualify?

Yes — damage claims apply to all filters, including custom and Exact Filters®. Sizing claims on custom orders specifically cover cases where the delivered filter doesn’t match the dimensions you ordered. If you ordered the wrong dimensions, that’s handled under the Filter Fit Guarantee — we remake with a small shipping fee.

What happens after I submit my claim?

Our team reviews the photos and order, then responds with the resolution — typically same business day during support hours (Monday–Friday 6 AM – 5 PM PST). Valid damage claims are replaced or refunded; sizing claims are remade or refunded. You’ll get confirmation by email with next steps.

Why might a claim be denied?

Most denials come down to one of three things: missing or unclear photos, damage that doesn’t affect filter performance (minor cardboard scuffs, small frame dents with no bypass risk), or claims filed past the 10 business-day window. We’ll always tell you the specific reason and what — if anything — could still be done.

I’m filing a claim on a commercial / bulk order. Anything different?

Same process, same requirements. For commercial orders with a dedicated account rep, email your rep directly — they can accelerate the review. Large-volume damage (multiple cases) should include a wide shot of the whole pallet or shipment first, then close-ups of representative damaged units. See our Commercial Services page for account options.

Not sure if it’s a claim?

Send us a photo and we’ll tell you straight. Better to ask than wait past the 10-day window.