If your shipment is lost:
The timeframes for notifying us about your lost shipment are as follows:
- After 20 days from ship date or 14 days from the last tracking update for domestic shipments.
- After 30 days from ship date or 14 days from the last tracking update for international and APO/FPO shipments.
If you believe your shipment was stolen:
- Please wait 7 days from when the package was marked delivered before reaching out to us for assistance.
*We require these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.
If your shipment is damaged:
- Inform us about the damage as soon as you receive the package.
- Please send us a signed and dated statement explaining the situation along with photos of the damage so that we may submit a claim.
*All issues must be reported within 90 days from the shipment date. Any issues reported after this window will not be eligible for a refund or reshipment.
*Failure to hold the damaged items, including the exterior package, until the claim is settled will result in rejection and we will not be able to reimburse you or reship the order.
Once the claim is approved, we will ship you a replacement or process a refund for you depending on which option you prefer. If the claim is denied, we will not be able to send you a replacement or refund.
The full list of terms including reasons why your claim might be denied can be found here.
Please note, if it has been over 30 days since you received your item, we are not able to offer you a replacement or refund.