File a Claim

THIS FORM IS FOR MOBY DICK SPECIALTIES — NOT UPPER DECK LTD. If you enter your Upper Deck claim here, it will not be counted and you will need to redo it on www.upperdeckltd.com.

ALL CREDIT IS APPLIED TO YOUR NEXT ORDER — WE CANNOT CREDIT BACK TO THE CARD. All damaged / missing / incorrect item claims MUST be filed within 10 days of receiving your order (the package delivery date).

Sorry you've run into an issue — we strive daily to make sure this doesn't happen. Please read the notes below, then fill out the short form so we can resolve it as efficiently as possible for both of us.

Before you claim — please read

  • Use the invoice number from the TOP RIGHT of your invoice — it starts with “MD00”. That is NOT your PO number and NOT the OLS## web-order number. Claims filed with the wrong number can't be matched to your order and will be delayed.
  • We outsource our claims — please do not email before 30 days of filling out your claim form.
  • Signing for your order at time of delivery: inspect the outside of your boxes. Any damage whatsoever, write “damaged outer box” on your receipt, take a picture and send it to us so we can apply your credit. VERY IMPORTANT: list the quantity of damaged items neatly and clearly on the proof of delivery — if you don't, the truck company is relinquished of all responsibility and will deny the claim.
  • Keep everything. If you throw out any items or the original packaging that came with your order, we cannot process your claim — and pickups are quoted by our box measurements, so disposing of boxes can mean charging your company the difference.
  • Photograph the whole box with any damage — not just the inside box; we need a picture of the entire outer box too.
  • Same item damaged more than once? All of them must be in ONE photo — individual photos of the same item cannot be accepted (only 1 would be credited in that case).
  • Before filing a “missing” claim, check with the carrier first — items can arrive a few days apart — and check ALL boxes, including your Upper Deck Ltd boxes if you shipped together; we sometimes combine products into boxes to save you shipping. Only the INVOICE shows what shipped — not the packing list.
  • Glass buoys are final sale. Bubbles, scratches and color variation are part of the process that gives the old, authentic look — they are hand-pressed, so they are all unique. Buoy claims cannot be accepted for vanity issues; that is their purpose.
  • Brass items are made to look vintage — the tarnished look is the reason we carry them, so it isn't a claim we can accept.
  • All spinners are checked, pre-checked and locked in — all spinner poles are in the box.
  • Shipping cost is non-refundable. We try every order 3 different ways to get you the best ship cost we can; credits never include shipping.
  • We are store-credit only — credit or replacement goes on your next order. Willing to keep a damaged or wrong item? We offer a 15% discount off the invoiced price — it expedites your credit!

We individually evaluate every request we receive — your help and cooperation is greatly appreciated as we are a small family business. Thank you for understanding!