Package Protection Claims

We strive to ensure that your orders arrive safely. In the rare event of an issue, you may submit a claim under the following conditions: 

Package Protection is only available to those who purchased protection at the time of checkout. If you move forward without protection applied to your cart, any lost, damaged or stolen items will have to be dealt with between the customer and shipping carrier. 

 

1. Eligible Claims 

You may file a claim if your item is: 

  • Lost – the package never arrived or cannot be located by the carrier. 

  • Damaged – the item arrived broken, defective, or not in usable condition. 

  • Stolen – the package shows as delivered but was not received. 

2. Submitting a Claim 

  • All claims must be filed through our Submit Claim form. 

  • Claims must be submitted within 14 calendar days of the delivery date or expected delivery date. 

  • Claims filed after this period will not be eligible for review. 

3. Required Documentation 

To process your claim, please upload valid supporting evidence, such as: 

  • Photos of the damaged item(s) or package. 

  • Proof of purchase (order confirmation, receipt, or invoice). 

  • Tracking or delivery details from the carrier. 

  • In cases of theft, additional documentation (e.g., a police report) may be requested. 

4. Claim Review & Refunds 

  • Once received, your claim will be reviewed by our team. 

  • Additional details may be requested if evidence is incomplete. 

  • Approved claims may result in a replacement, or store credit, at our discretion. 

  • Replacements timeframe are subject to inventory availability.