Stolen Packages Policy:
Delivered but missing package
At our discretion, you may be required to provide a police report about the stolen package.
Upon request, our insurance provider UPS Capital can require additional documentation (e.g. proof of identity, address, etc.).
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
**Order issues for packages marked "delivered" yet not received are considered as stolen and must be filed 5 days after “delivery date” but no longer than 7 days to ensure it was not misdelivered or easily found around the premises."
Damaged Items Policy:
- If you received a broken item and need to dispose of it (i.e. shattered glass), you will need to check your city ordinances and dispose of it properly.
- You do not need to ship it back to the retailer (unless we indicate otherwise).
- A damaged item is considered being a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
- You may be required to provide further evidence of the damaged item (i.e. more photos, videos, etc.).
Lost Items Policy:
Packages presumed to be lost
- Order issues for packages presumed to be lost (where the status is not "delivered") in US Domestic must be filed after 7 days (including Canada, and 20 for other international countries) and within 30 days from the last checkpoint.
Invalid address or delivery barriers
- Sometimes carriers cannot deliver your package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. Your package is not actually lost, thus Insurance does not cover this. In instances where the item is being returned to the sender and is reusable, you will be contacted once the package is returned.
Packages labeled "return to sender"
- Insurance does not cover packages labeled return to sender because the order has been sent back. Items are returned to us when you provide an invalid or undeliverable address or refuses delivery.
- At our discretion, we may cover the order issue if/when the item is returned.
- Insurance does cover your order if the package gets lost in transit back to the sender.
Order stuck in customs
- We cannot cover when your order is stuck in international borders/customs.
- Your next step is to pay the customs fees in order to receive the package.
- If we replace something you have already paid customs on, under our discretion, we can approve and pay customs the second time.
Orders marked as unfulfilled or unshipped
- If your order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by our warehouse or third-party fulfillment. (we could be experiencing a high order volume, other internal delays with the fulfillment center, etc.).
- Shipping Insurance is not yet in effect until the order has not shipped.
Order issue filed too soon
- If you are filing an order issue the same day that the package was marked as delivered, at our discretion we may ask you to wait 5 business days. Carriers (USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.