- 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.
- 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.