Always go back to the vendor and see what they can do for you. If you can, document the condition of the box when it arrives with a couple of photos of different sides. Do the same again when you take the package out of the shipping box. Immediately do an inventory of the models package to make sure all parts are there and that nothing is damaged. Then package it all back up until its time to build. If you had any broken or missing pieces, get in touch with the vendor ASAP and send them your photos. The quicker you do this the better the odds you will have a positive outcome in your favour.
I had two separate incidents with eRockets recently.
1) On an order being shipped to Canada. Unexpected Courier Brokerage fee for $75 CAD on a $200 CAD order. Duty was $0 and Taxes were around $27 CAD. Randy was surprised and upset with the Courier and offer to go halves on the brokerage fee with me. I declined but thanked him for the offer. Its not eRockets fault but I loved the way Randy runs his business and tries to make things right.
2) The rocket from the previous order arrived in an undamaged box. However, upon unpackaging, there was a rip/cut in the middle of the model rocket bag. When I open the bag to take inventory I discovered that a coupler tube was missing, and that all the 36" long balsa sticks and sheets that had been bundled together were broken in roughly the same spot. After a bit of miscommunication, Larry at eRockets got in touch with the vendor and I received replacement components for all missing and broken parts.
While these two issues were annoying, I also realize that they are not eRockets fault and that they were dealing with a third party which makes things harder to make good. My hats off to the eRockets team for the job they did for me, the excellent way they run their business and the way they look after their customers. I look forward to shopping with them again.