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Shipping Insurance

What's covered

Lost packages

  • Tracking info doesn't show "delivered" status
  • Domestic (USA) tracking shows "in transit" for 10+ days
  • International tracking shows "in transit" for 25+ days
  • If your order meets the above criteria, file a claim within 7 days by contacting us with your order info and details.

Damaged products

  • Product arrives unusable, crushed, cracked or shattered, ripped, etc. in a sealed shipping package. Photos or video must be taken for proof.
  • Packages that arrive unsealed may have been tampered with, take a photo of the package condition before inspecting contents. Only file a claim if product itself is actually damaged. 
  • If your order meets the above criteria, file a claim within 7 days of package arrival by contacting us with your order info, photos/videos and other details.

What's not covered

  • Invalid or undeliverable address provided by customer
  • Customer refused delivery / Return to sender
  • Stolen or missing packages after tracking shows "delivered" status
  • Delays due to regional disturbances (lockdowns, riots, civil unrest, etc.) 
  • Delays due to natural causes (storms, earthquakes, hurricanes, etc.) that prevent normal delivery, usually warning notices provided by carrier
  • Delays due to package being stuck in international customs/border (usually resolved by contacting customs to pay duty fees)
  • Claims made too soon (before 10 days for domestic, or before 25 days for international)
  • Claims made too late (8+ days after claim valid period)
  • Note: Shipping insurance may only be added when order is placed, can may not be added after payment

What we'll do to resolve

  • Our Customer Care team will review the details of your claim.
  • Validated claims will be issued a claim number.
  • If product was damaged, we will provide instructions to destroy the item.
  • A replacement product equal to the lost or damaged item(s) will be shipped at no additional expense to you, usually within 1-2 days of approval.
  • If product is no longer in stock, an equivalent product will be offered.
  • The same shipping method (ground, expedited) will be used for the replacement shipment. Shipping upgrades may be requested for an additional fee.
  • International: Please note that customs/duty fees are not covered.


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