Got a question about your product? Here's how to handle the most common situations — whether it hasn't arrived, you paid for it yourself, or it showed up damaged or wrong.

Haven't received your product yet?

Most of the time a product is simply still in transit, and you won't be penalized for late content while you're waiting on it. We've got a full walkthrough — checking your shipping address, reading your order status, and finding your tracking number — here: I am late to submit content but not received product yet

Do I need to buy the product myself? (Reimbursements)

For most briefs the brand ships the product to you. Some briefs instead ask you to purchase the product yourself — your brief will tell you whether that applies. Not sure? See How do I know if I need to purchase a product?

If your brief is a purchase-and-reimburse brief:

  • Keep your receipt or order confirmation — you'll likely need it.
  • The brief spells out the amount you'll be reimbursed; stick to what's defined there.
  • If you were told you'd be reimbursed, it will most likely be paid at the time of brief completion - alongside the quoted compensation for the brief (if it is a paid brief).

My product arrived damaged, defective, or it's the wrong item

If something's wrong with what showed up:

  1. Take a photo of the issue (and the packaging/label if it's the wrong item).
  2. Message the brand in the brief chat right away — describe the problem and ask how they'd like you to proceed (for example, whether they'll send a replacement).
  3. Don't start filming with a damaged or incorrect product until you've confirmed next steps — you don't want to redo your content later.

A short delay caused by a damaged or wrong product is on the brand's side, so reach out and confirm a new timeline if needed. If the brand doesn't respond within 2 business days, escalate to us.

When to escalate to Cohley

Email support@cohley.com if:

  • Your reimbursement has not been sent and it is more than 30 days after the content due date.
  • Your product came damaged or wrong and the brand hasn't replied within 2 business days.
  • Anything about your product situation feels off.

Include the brand name, the brief name, a one-line summary, and the date of your last message to the brand in the brief chat. For more on what to do when a brand goes quiet, see What do I do if the brand isn't responding?