Knowledge Base

Problem

A customer receives maze hardware with visible damage that occurred during transit.

Details

Physical damage to maze components can occur during shipment. Affected components may be structurally compromised and unsuitable for use. The issue is typically identified upon unboxing.

Solution

1. Do not attempt to use damaged components, as this may affect experimental validity or cause further damage.
2. Photograph all damaged parts clearly before discarding any packaging.
3. Contact Noldus support or your account manager immediately, providing photos and a description of the damage.
4. Noldus will coordinate with the maze supplier (e.g., Maze Engineers) to dispatch replacement components.
5. Retain the original packaging until the replacement process is confirmed, as it may be needed for a damage claim.