CUSTOMER2026-05-26 15:13:08· email/email
You received a new message from your online store's contact form.
Country Code:
US
Reason For Contacting:
returns-and-exchanges
Firstname:
Sarah
Lastname:
Hunting
Email:
sarahhunting07@gmail.com
Phone:
5138027798
Ordernumber:
2341144NA
Body:
I received my bathing suit this morning via Fed EX.
Right away i noticed the shipping bag was torn and ripped open in
multiple areas. Luckily the bathing suit is not damaged, but the
neoprene bag that came with the bathing suit is damaged with two
large areas of black which look like grease. Is there any way I
can get a new bag? I can provide pictures if needed.
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AGENT2026-05-28 06:14:01· email/helpdesk
Dear Sarah,
Thank you for reaching out, and I’m sorry to hear that your package arrived in poor condition. I’m glad to know the bathing suit itself was not damaged, but I understand how disappointing it must be to receive the neoprene bag with damage and marks on it.
We’d be happy to look into this further for you. If possible, could you please provide photos of the damaged packaging and neoprene bag? In addition, could you kindly help answer the following questions so we can better assess what may have happened during transit:
Can you please describe the condition of the package when you received it?
Has it been tampered with in any way?
If you were not home at the time of delivery, was the package left properly?
Did the FedEx plastic packaging appear melted in any areas?
If the FedEx plastic packaging was not damaged, was the TRIANGL plastic packaging torn or damaged when you opened it?
Once we receive the photos and details above, we’ll be able to assist you further regarding a replacement bag.
We appreciate your patience and look forward to resolving this for you as quickly as possible.
Kindest,
Joanna
AGENT2026-05-28 06:14:12· email/helpdeskINTERNAL
#2341144NA linked
CUSTOMER2026-05-28 11:41:50· email/email
Dear Joanna,
Thank you for your response. I would be more than happy to provide photos
and answer the questions.
1. The package was obviously damaged with several rips,
tears, and holes. There were multiple holes on both the FedEx bag and
inside the Triangl bag.
2. The package did not look like someone was trying to open
it, rather it looked like it got stuck inside one of the FedEx conveyor
belts and had gotten grease stains/holes on it.
3. Yes, the package was left by our front door.
4. The bag did not appear melted.
5. Yes, both FedEx and Triangl packaging was damaged with
holes and tears.
I will provide the pictures as requested!
Thank you again for your response!
AGENT2026-05-29 15:09:10· email/helpdesk
Hi Sarah,
Thank you for providing the additional information and for taking the time to send through the photos. We’re sorry to hear your parcel arrived in damaged condition during transit.
We’re glad to know the bathing suit itself was not affected, however we understand the neoprene backpack arrived damaged with grease marks and tears, which is certainly disappointing. As a resolution, we would be happy to arrange a replacement (MAIA - TURQUOISE backpack) for you.
Could you please confirm if you would like the replacement sent to the same shipping address as your original order?
Once confirmed, we’ll arrange this for you as soon as possible.
Kindest,
Lynn
AGENT2026-05-29 15:09:44· email/helpdeskINTERNAL
2341144NA - SM Approved to process Bag Replacement + tag as transit related
CUSTOMER2026-05-29 16:32:25· email/email
Dear Lynn,
Thank you for your email. Yes, the replacement can be sent to the same
shipping address as the original order.
Thank you!
AGENT2026-06-02 06:29:41· email/helpdesk
Dear Sarah,
Thank you for getting back to us.
I have filed a request to have your new MAIA - TURQUOISE backpack shipped out straight away. A new order confirmation has been sent to the email used upon purchase and the tracking number will follow in the next 1-2 business days. Please disregard the bottoms in the order confirmation. We have manually change it to backpack.
In regards to the damaged item, no need to send this back.
Your RA number for the replacement is: 2341144NAEX
Kindest,
Joanna
AGENT2026-06-02 06:29:51· email/helpdeskINTERNAL
BAG: non cx fa EX #2341144NA / 2341144NAEX
PROCESSED: June 2, 2026
New Order: 2351444NA