HOW DO I FILE A SHIPPING PROTECTION CLAIM?Updated 4 months ago
We offer optional shipping protection for all domestic orders. By enabling Shipping Protection, if your package is damaged, lost, stolen, or otherwise not in your hand when it is marked “delivered,” protection kicks in and you have a choice between a refund or replacement.
How does Shipping Protection work?
Our checkout includes a toggle enabling Shipping Protection. Make sure it is turned on to ensure your package is protected.
If something happens to your package or it does not arrive, simply file a claim and we will help you resolve the issue right away.
All Shipping Protection claims are logged in a database and cross-referenced to ensure accuracy and efficiency with claims resolution.
Damaged Packages
Please document any signs of tampering, damage, or attempted resealing of your package before opening. The easiest way is to record or take pictures with a smartphone. You can share them with us via file-sharing services like Google Drive and Dropbox.
Once you have documented the damage, you may visit our claims center and use your Shipping Protection on any missing/damaged items to file a claim.
Missing Package (shows as delivered)
Sometimes your shipper may have the package. It may scan incorrectly or show up 2-6 days after being marked as delivered.
Once your package has been marked as delivered for 7 days, if you still have not received it, please visit our claims center to use your Shipping Protection.
Optional: you may file a claim with the shipper (USPS, or FedEx) the day after your package is marked as delivered. You can also visit their location within your zip code if possible. Sometimes the package was simply scanned incorrectly and they have it on hand. This is an optional step but may result in a faster resolution than shipping insurance.
Stuck in Transit
No Shipping Protection is needed in this scenario.
Sometimes your packages may be delayed in transit or the estimated day of delivery will change. This does not mean your package is lost, sometimes shipping carriers just need an extra few days to get their sh*t together.
If the last update on your tracking is more than 14 days old, please contact us at [email protected] so we can file a claim with the carrier and get you a replacement/refund.
Return to Sender
No Shipping Protection is needed in this scenario.
If your order shows as delivery failed, your package will be rerouted to our facility. You must continue to follow your tracking details until they are marked as “delivered” in Gardena, CA
If your package is on its way back to us, but tracking has not updated in 14 days, please contact us at [email protected] so we can file a claim with the carrier and get you a replacement/refund.