I purchased a canvas at the museum shop during my visit but it arrived with a tear in the canvas. The courier is DHL and when I contacted them they said to get in touch with the vendor (I'm assuming this is customer service at the Van Gogh Museum Shop) to start a claim. I did this yesterday but have yet to get a response.
Improvements or suggestions
The canvases should be packaged better to help prevent damage. Also you should have a better response time for when people contact customer service. I'm still waiting for a response.