Foto Master

Hardware Shipping & Missing Parts

Updated 5 days ago · 5 min read

If your booth arrives missing a screw, washer, or mounting rod, the good news is that Foto Master ships replacement parts free under the original warranty, and most missing-part claims are turned around within a few business days -- so even with an event in the same week there is a clear path forward. This article covers what to do the moment you spot something missing, the small items that are most often packed separately, and how to handle a shipment that arrived damaged.

Quick Diagnostics

When your booth arrives:

  1. Inventory before you start assembling. Lay out every box, every accessory bag, every screw packet on a clean surface and check against the packing list.
  2. Photograph everything. If something is missing or damaged, you'll need photos for the support ticket.
  3. Check the accessory bag for the printer separately. Small printer accessories, such as USB dongles or cables, may be packed with the printer rather than the booth body.
  4. Open a ticket within 7 days of delivery. This is a hard requirement for the missing-parts replacement to be free.

Tip: Don't throw away any boxes, foam inserts, or bubble wrap until you've confirmed every item is present and working. Small parts often hide inside foam or between layers of packaging.

Common Issues

Missing screws, washers, gaskets, or small hardware

Problem: You're partway through assembly and realize the screw packet has fewer screws than the assembly diagram requires.

Cause: Small hardware may occasionally be missed during packing, especially in multi-part hardware kits.

Solution:

  1. Identify exactly what's missing -- count what you have vs. what the assembly diagram requires.
  2. Take a clear photo showing the empty screw packet and the partially-assembled booth.
  3. Open a support ticket at support.fotomaster.com. Include:
    • Booth model and order number
    • List of missing parts with quantities
    • Photos
  4. Foto Master ships replacement hardware free under the original warranty -- you do not need to pay for shipping or parts.
  5. In the meantime, if you can source identical screws locally (Home Depot, hardware store), do so for time-sensitive setups -- but still report the missing parts so they're tracked in QA.

Tip: If a major component arrives without its mounting hardware, report it immediately instead of assuming those parts must be purchased separately.

Missing accessories (cables, dongles, mounting rods)

Problem: A specific accessory listed on the packing slip isn't in the box. This can include items such as a mounting rod, USB dongle, XLR cable, or LED ring micro-USB cable.

Cause: Multi-box shipments occasionally have an accessory bag attached to the wrong unit, or a small item slips out during transit.

Solution:

  1. Check every box and every accessory bag in the shipment, not just the most obvious one. Accessories often ship attached to the printer or mini-PC, not the booth.
  2. Check inside the booth itself -- some cables are pre-installed and routed through the booth body.
  3. If genuinely missing, open a support ticket with photos and the packing slip.
  4. Foto Master ships replacements free under warranty. For urgent event situations, request expedited shipping and our team will accommodate when possible.

Missing keys for the booth's locking cabinet

Problem: "Missing both sets keys for top and bottom cabinets."

Cause: Keys ship in a small envelope inside the accessory bag and occasionally get separated during transit.

Solution:

  1. Check every accessory bag and small envelope in the shipment.
  2. Check inside the booth's iPad mount or printer compartment -- keys are sometimes taped there.
  3. If missing, contact support with the booth model and the cabinet position (top or bottom) -- our production team has master cuts on file and can ship replacement keys.
  4. As a temporary fix for urgent events, the cabinet locks are not essential to operation -- the booth runs fine without them.

Damaged shipment claims

Problem: The box arrives with visible damage, or you open it to find a cracked panel, dented frame, or broken glass.

Cause: Carrier damage during transit. Foto Master ships well-packed but no packaging is damage-proof.

Solution:

  1. Photograph the outside of the box BEFORE opening it if you see obvious damage. The carrier insurance claim depends on this evidence.
  2. Photograph each damaged item individually with the packaging visible nearby.
  3. Open a support ticket within 48 hours of delivery. Include all photos, the order number, and the carrier tracking number.
  4. Do not throw away the damaged item or the packaging -- the carrier may need to inspect it for the insurance claim.
  5. Foto Master coordinates with the carrier (UPS, FedEx, etc.) to file the claim, and ships a replacement once approved. Most claims clear within 5-7 business days.

Replacement vs. partial refund

If a missing or damaged part can be quickly shipped, replacement is always our default. For non-functional booth components (a cracked mirror, a dead mini-PC), Foto Master almost always replaces the entire affected unit rather than offering a partial refund -- this gets you running faster and ensures the replacement is fully tested.

In rare cases (custom-shipped parts, international orders, components that are out of stock), a partial refund may be offered as an alternative. This is decided case-by-case by the production team, in line with the Foto Master Terms of Service and Refund Policy.

Unlabeled parts from the Mirror Booth LED Ring assembly

Problem: A small piece falls out of the LED ring assembly during installation and you can't tell what it is or where it goes.

Cause: Some small parts of the LED ring assembly may not be labeled clearly in the assembly guide and can come loose during installation.

Solution:

  1. Don't discard it -- save the part and photograph it.
  2. Open a support ticket with the photo. Our production team can identify the part and tell you exactly where it goes.
  3. If you've already finished assembly without it and the booth works, note the part for our records and store it safely -- it may be a replaceable component for a future repair.

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