What to save when a Bali pen carton arrives damaged
Document the outer parcel, affected product and order reference so the Bali support team can review a delivery issue.
If a parcel arrives with a crushed corner, first distinguish damage to the shipping carton from damage to the labelled product pack or pen. A close-up of a dent alone rarely shows which layer was affected. Put the parcel somewhere stable, keep the packaging and take a few clear photos before removing labels or discarding cushioning.
Photograph the layers in order
One wide photo can show the condition of the parcel as delivered. A second should show the product carton and the area of concern in the same frame. If a label, seal or visible device is affected, take a closer photo in good light. Avoid opening a sealed pack just to make a better picture. A visible crack, leak or compromised seal calls for direct guidance before use. Photos cannot determine sterility or confirm that a product remained within its required temperature range.
Copy the order number from your confirmation. Add the exact catalogue name, strength as printed and the actual time you received it. For example, a GHK-Cu pen and a box of Pen Needles can arrive in the same order. If only the needle carton is damaged, say so. Do not suggest that the pen itself was damaged unless that is what you observed. An honest distinction helps the team assess the correct line item.
Send a useful first report
Use the site's contact page and refer to its return policy. Tell the team which parts of the packaging you have retained and what you need clarified. Send original photos through the designated contact, keeping unrelated medical details and the courier's personal information out of public posts. Check the policy's reporting period promptly rather than waiting until the end of a trip.
If someone else at your Seminyak hotel took delivery, ask them when and where they received the package. Record the time you first inspected it separately. A factual timeline is much more helpful than saying “it was at reception all day” without knowing when it arrived. Keep the order reference and support response together until the case is resolved. A requested review and an agreed replacement are two separate stages. Follow the team's directions before sending anything back.
Distinguish a known fact from a possibility
Write “a crease in the outer carton on the side facing the seal” if that is what is visible. If you do not know whether the inner pen was affected, say that explicitly. Support can request the next view or advise how to proceed. A precise description also makes it easier to match photos taken by a hotel receptionist with your own account after collection.
