You have the option to purchase shipping insurance which covers packages up to $100 in the event of damage, loss or theft.
- Claims for packages presumed to be lost by the carrier, where the status is “not delivered” or there has not been an update for more than 15 days, must be filed no sooner than 7 days after the scheduled delivery date for domestic shipments (and 20 days for international shipments), but not later than 30 days from the date the shipment was originally scheduled to be delivered.
- All other claims for loss or damage should be filed as soon as discovered but no later than 30 days from the delivery date.
- Claims for packages marked by the carrier as “delivered” yet not received by the customer must be filed within 7 days from the date and time shown by carrier as delivered. We reserve the right to require proof of either a copy of a police report showing report of theft or security video recording showing evidence of theft.
If a package is reported as delivered but has not been received, please contact the shipping carrier used and open a case with them to try and locate the package first. If the package cannot be located (missing or stolen) let our support team know and a replacement package will be provided at no extra cost. Refunds will not be issued for missing or stolen packages.
To file a claim, please contact our support team firstname.lastname@example.org to notify them and if necessary file a case with the shipping carrier.