Your Artwork Arrived Damaged. What Should You Do First?

First, protect people and prevent further damage. If glass is broken, the object is wet, the package is unstable, or hazardous material is present, stop and make the area safe. Photograph and video the unopened package, labels, impacts, moisture, seals, and every layer as you unpack. Do not discard the box, crate, padding, glazing, or fragments. Compare the work with the seller’s and pre-shipment photographs, then notify the seller, shipper, carrier, and insurer promptly according to the written terms. Do not clean, flatten, reattach, repaint, or discard anything before the claim and conservation needs are understood. Use a qualified conservator for treatment advice.

Do not keep lifting a compromised frame or rolling a wet paper work to ‘see how bad it is.’ Support the object in a safe orientation, keep detached parts together without forcing them back, and isolate wet material from unaffected objects. If you are uncertain, contact a conservator or experienced art handler before moving it further.

Avoid household cleaners, tape, glue, heat, hair dryers, flattening weights, or surface wiping. An intuitive repair can worsen the condition and complicate the claim.

Photograph all six sides of the outer package, labels and tracking, punctures, crushing, water, seals, and orientation before opening if safety permits. Continue with each packing layer, internal movement, glazing, frame, hardware, front, reverse, and close-ups with scale. Record delivery time, who accepted it, weather, and names of witnesses.

Do not photograph only the damaged spot. The relationship between outer impact, packing failure, and object damage can matter.

UPS’s claim guidance explicitly tells recipients to keep the contents and packaging, and to retain an invoice that can establish value. Carrier-specific requirements and deadlines vary, so review the current service terms immediately.

Place fragments and labels in clean, separate containers without adhesive contact with the artwork. Keep the crate, foam, corners, wrap, hardware, and condition documents until every responsible party releases them in writing.

Follow the invoice and shipping agreement: the seller or shipper may hold the carrier contract and need to file the claim. Notify them in writing, attach an initial image set, request claim instructions, and preserve the deadline. Contact your insurer when coverage may apply.

State observed facts without diagnosing cause or promising repair. Ask who authorizes emergency stabilization, inspection, transport, and treatment.

A qualified conservator can document condition, recommend stabilization, estimate treatment, and distinguish cosmetic from structural damage. The American Institute for Conservation’s professional directory helps identify relevant specialties. An appraisal, carrier adjuster, framer, and conservator perform different roles.

Keep the invoice, payment record, listing, pre-shipment condition and photographs, packing agreement, tracking, delivery receipt, arrival images, correspondence, carrier terms, insurance policy, estimates, reports, and any settlement. Record who owns the damaged work if the sale is rescinded and who controls treatment decisions.

• People and object made safe without improvised treatment
• Unopened package and every layer documented
• All contents, fragments, and packaging preserved
• Seller, shipper, carrier, and insurer notified within deadlines
• Qualified condition and treatment advice obtained

Your first job is evidence preservation and stabilization, not repair or blame. Move quickly on notice deadlines, but do not let urgency push you into cleaning, disposal, or treatment before the responsible parties and an appropriate professional have documented the loss.