I’d treat it as a delivery-damage claim first, even if the word “warranty” is on the paperwork. When urban outdoor furniture arrives damaged, the key is to act quickly and document everything before you move, assemble, or discard anything.
Start by inspecting the boxes and furniture as soon as they arrive. If the driver is still there, note any visible damage on the delivery receipt before signing, and take photos of the boxes, labels, and damaged areas. If you can, shoot a short video while opening the packaging. For outdoor furniture, check the frame, powder coating, welds, rattan, glass, cushions, hardware, and any moving parts. Small dents or scratches can turn into rust or structural problems later, so don’t brush them off.
Then contact the retailer or manufacturer in writing within their claim window—often 24 to 48 hours, but check the terms. Include your order number, delivery date, a clear description of the damage, close-up and wide photos, and the resolution you want: replacement part, repair, replacement, or refund. Keep all packaging and the damaged item until they tell you what to do next. Don’t assemble or repair it yourself unless they authorize it, because that can complicate the claim.
Read the warranty closely. Many warranties cover defects in materials and workmanship, while shipping damage may be handled by the retailer or freight carrier instead. If the seller stalls, ask for a written denial or claim reference number, follow up by email, and escalate to the manufacturer or payment provider if needed. A calm, well-documented claim is usually much faster than a phone call with no photos.