Occasionally, bike boxes arrive damaged by the shipping process. Unless there is visible damage on the bike from outside the box, please accept the shipment. More than likely the bike is fine or if there are damaged parts, we can replace them quickly. We pack our bikes to survive the shipping process even if it's not handled with care. It's much easier for both you and us to replace something that's damaged rather than send the whole bike back.
Be sure to take pictures of the damaged box before removing the bike. This will be helpful if a claim needs to be filed with the shipper.