# Parcels Lost and Damaged ### Parcels Damaged In Transit If you find that a parcel is damaged upon receiving it, please contact our customer service at and provide photos for further assistance. ### Parcels Lost In-Transit We will process a refund or replacement once the courier has completed an investigation and confirmed the parcel as lost. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://support.ellipal.com/docs/order-and-shipping/shipping-policy/parcels-lost-and-damaged.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.