By selecting Package Protection at checkout and paying an additional fee of 2.75% of your order subtotal, your order will be protected from damage, loss, or theft. If your order never arrives or is damaged when it arrives, you can easily file a claim with our team and receive a replacement order.
If your package has been marked "delivered", yet you have not received it, please wait at least 3 days, but no longer than 15 days, after delivery confirmation to file a claim.
Claims for packages marked "delivered" yet not received must be made 3 days after delivery confirmation date to ensure it was not mis-delivered or found around the premises, but no longer than 15 days. Claims for packages marked "delivered" yet not received are eligible for a replacement order. For international orders, you will be responsible for the charges to ship your replacement. For items marked delivered but not received, you will need to file a report with your local law enforcement if delivery GPS coordinates are found to be accurate.
Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from order date. Claims for packages presumed to be lost (where the status is not "delivered") are eligible for a replacement order.
Claims for packages damaged will need photo documentation of the product and box to be emailed to us. Damaged items are eligible for a replacement order.
To file a claim, contact us at firstname.lastname@example.org with your Order ID, contact info, and a description of the problem, and we will get back to you within 1-3 business days.
Customer cannot file a claim with the shipping carrier, as we will need to do that for replacement orders. Replacement orders are unable to receive a refund.
If you declined Package Protection, and your package has been lost, stolen, or damaged, please contact the carrier.
Package Protection does not cover shipments where shipment addresses were input incorrectly by the customer.