Straps go into a flat sleeve inside a padded mailer; frames always travel in a hard case, never loose.
What that means in transit
Straps and keepers are small enough to post in a padded sleeve, while frames always need a hard case. A mixed order therefore travels in the frame’s box, and the straps ride inside it rather than arriving separately.
When it arrives
Check the parcel on delivery where you can. Transit damage is far easier to settle when it is found at the door, and photographs of the outer carton help a great deal. Report anything wrong within the damage window on the shipping policy page.
If something is broken
Send photographs of the packaging and of the item. An unboxing video is not required but settles almost every claim immediately. On a confirmed fault we pay the return postage and either replace or refund.