For packages that are presumed lost and do not track as delivered – 7 Day Waiting Period:
LOST PACKAGE
- Claims for packages presumed to be lost (where the tracking status is not “delivered”) must be filed after 7 days and within 30 days from the last package scan.
- We ask that you wait 7 days after the last package scan as we find many packages show up in this time frame.
- If your package has not arrived after the waiting period, we will re-ship your order as it was originally placed. Refunds are not provided.
DAMAGED PACKAGING RESULTING IN DAMAGED PRODUCT
We are so sorry that your package was mishandled by the carrier. Your claim must be filed no later than 3 days from when the order was marked as delivered.
Please provide:
- Clear, color images of the damaged shipping box.
- Quality, color images of any damaged product packaging.
- Color images of cosmetic damage to the product(s).
- Once damage to a product has been verified, a new product will be re-shipped. Refunds are not provided.
What isn’t covered?
- Items that arrive in damaged outer packaging but are not themselves physically damaged.
By completing this form, you acknowledge your understanding and compliance with our policies and procedures.