If your package has been marked "delivered", yet you have not received it, please wait at least 3 days, but no longer than 15 days, after delivery confirmation to file a claim.
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- For packages marked delivered, but still have not been received 3 days after delivery confirmation (and no longer than 15 days), we will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price to be used on the same product as previously ordered. If packages have a confirmed signature by the customer, the package will not be considered lost and a replacement will not be issued.
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For packages not marked delivered & presumed lost by the carrier, we will issue store credit for the original purchase price to be used on the same product as previously ordered.
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For damaged packages, we will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price to be used on the same product as previously ordered.
We ask for your cooperation as needed for filing insurance claims, which may include photos, etc.
To file a claim, contact us at [email protected] with your Order ID, contact info, and a description of the problem, and we will get back to you within 2-3 business days. Please include photos of damaged items, if applicable. Please use subject line: "Package Protection Order ####"
If you declined Package Protection, and your package has been lost, stolen, or damaged, please contact the carrier directly.
Package Protection does not cover shipments where shipment addresses were input incorrectly by the customer.
