Before you begin
If your PC or its packaging arrives damaged, pause setup and document what you can see. Keeping the condition of the delivery clear helps us understand what happened and advise the next step.
- Do not switch on a PC with broken glass, a loose component, a bent chassis, visible liquid or damage near a power connection.
- If it is already on, shut it down if safe. Disconnect it from the mains if this can be done safely.
- Keep the carton, inner supports, accessory boxes and labels. If any packaging has already been discarded, still contact us.
Do not handle broken glass or reach inside a damaged case. Keep children and pets away from the area. You do not need to move or dismantle the PC to get a closer photograph.
Step-by-step checks
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Check the outside before unpacking further
Look for crushed corners, punctures, water marks, torn seals or a box that appears to have been opened. Photograph the parcel as it arrived if you can. If the courier is still present, ask them to note visible damage through their delivery process. If the delivery is already complete, continue documenting it and contact us; a courier note is not the only useful evidence.
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Take an overview and a close-up
Photograph the full parcel, each affected side and a closer view of the damage. Include the delivery label and tracking reference in your private support message. Use enough light for the damage to be clear, but avoid moving the PC if the packaging or case is unstable. A close-up shows the detail; an overview shows where it is.
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Record the internal packaging as you find it
If it is safe to continue opening the outer box, photograph the foam, supports, protective bags and the position of the PC. Follow the supplied unpacking instructions. Do not pull at material caught around a damaged component or attempt to straighten anything. Keep the packing pieces together so support can see how the system was protected.
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Document visible damage to the PC
From outside the case, record affected panels, glass, feet, connectors or components visible through the window. Note any part that appears loose or out of position. Do not open a damaged panel, remove screws or reseat a graphics card to find out whether it still works. If an item is missing, list it and photograph the contents you received.
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Contact ElitePCS with the order details
Use our contact page and describe the issue as a damaged delivery. Include your order number, delivery date, tracking reference and a short explanation of what you noticed. Tell us whether the PC has been powered on and whether you heard or saw anything unusual. Send clear photos through the available contact method, or ask how to provide them if attachments are not offered.
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Keep the PC and packaging together
Store the system in a dry, stable place while waiting for guidance. Keep all accessories and packaging, including any detached piece that can be left safely where it is. Do not discard evidence, continue gaming, arrange a repair or send the PC back before discussing the next step with us. This gives us a chance to assess the condition and plan suitable handling.
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Follow the return instructions if a return is arranged
Support will explain the next step and any return reference, label, collection or packaging requirements that apply. Confirm those details before handing over the parcel. Do not improvise packing around loose hardware or broken glass. If the original carton is too damaged to protect the PC, or is no longer available, tell us so we can advise on suitable packaging.
What the condition means for your next step
The outer carton is damaged, but the PC looks intact
Photograph the carton and check the PC visually without dismantling it. Packaging damage does not prove internal damage, but if there was a substantial impact or you are unsure, contact us before powering on.
The glass is cracked or shattered
Leave the PC off and avoid handling the panel. Tell support where the system is and whether it can be safely left in its packaging.
A part appears loose inside
Do not shake, tilt or power the PC to test it. Photograph what is visible from outside and wait for guidance.
The PC was switched on before damage was noticed
Stop using it and tell us what happened. Describe the symptoms honestly; do not repeat the test just to make a video.
Common questions
Do I need an unboxing video?
If you already have one, it may help. Do not recreate the delivery or repeat an unsafe action to record footage. Clear photographs and a description are useful starting points.
What if I no longer have the original packaging?
Contact us anyway and explain what you still have. Ask for packaging instructions before returning the PC. Do not assume that an ordinary box or loose filler will provide enough support for a complete system.
Should I contact the courier or ElitePCS?
Start with ElitePCS so we can identify the order and coordinate the next step. Include any courier damage reference or communication you already have. There is no need to arrange your own repair first.
Can you promise a replacement or refund immediately?
Support needs the order details and the condition of the delivery to advise on the available resolution. See our shipping and returns information and warranty information for the published policies, and contact us about your order.
What if I cannot attach photos to the contact form?
Send the initial description and order number, then ask support for the best way to provide the images. Keep the original photo files ready. Avoid posting order labels or personal details publicly.
What to include in your message
Contact ElitePCS about a damaged delivery with the following information:
- Order: order number and the name or email used for the order.
- Delivery: delivery date, courier and tracking reference if available.
- Condition: a short description of the box, packing and affected part of the PC.
- Photos: parcel overview, damage close-ups, internal packing and visible PC damage.
- Use: whether the system has been switched on, plus any symptoms already observed.
Keep the system off if there is suspected physical damage. Our team can use these details to explain the appropriate next step.