If you purchased order protection, your order is covered for lost, damaged, or stolen packages (if marked delivered but not received).
To submit a claim, please contact us within the required timeframe. Lost packages must be reported within 7–14 days of the last tracking update, damaged items within 48 hours of delivery, and stolen packages within 5 days of delivery confirmation. If you wait longer than this, we will not be able to process your claim.
When submitting a claim, you must include your order number, a brief explanation of what happened, and any supporting proof such as photos or tracking details. For damaged items, clear photos of both the product and packaging are required. For stolen packages, we may request additional proof such as video footage, a police report, or carrier confirmation.
If your package is lost in transit, we will investigate with the carrier. Once confirmed lost, you will receive either a replacement or a refund. For damaged items, once verified, we will issue a replacement or refund. For stolen packages, once approved, you will also receive a replacement or refund.
Once your claim is approved, we will resolve it with either a replacement item, store credit, or a refund.
Please note that only one replacement will be issued per claim, and coverage applies only to the affected package, not the entire order if it was shipped in multiple parcels. Orders shipped to an incorrect address or to freight forwarding locations are not covered. Additionally, orders that were delivered with a confirmed signature are not eligible for theft claims.