What do I do if an item arrived damaged?
- Please send 4-5 photos of the product and the packing slip (this is standard practice for ecommerce businesses).
- Once we have the photos, we will file a problem report with our third party manufacturer. The report should be filed no later than 4 weeks after the product has been received by you, the customer.
What to do if my order was lost in transit?
If the shipping method for that order did not have tracking information This is what you do next:
Double-check that you provided the correct shipping address.
Get in touch with local post office and your neighbors to try locating the lost order.
If the shipping address is correct, and the order still doesn’t arrive, submit a problem report by email [email protected] and our customer support will find a resolution for you!
If the shipping method for that order DID have tracking This is what you do next:
Confirm the shipping address was correct.
Get in touch with their local post office to try locating the lost order.
Once you confirm that the shipping address was correct, and the post office can’t locate the package, submit a problem report. Remember, all claims must be submitted to us no later than 4 weeks after the estimated delivery date!
Once our customer support team receives your report and confirms all the details, we’ll cover the costs of reprinting and shipping a replacement order for you.
(Keep in mind that we can’t cover the costs of reshipping the order if tracking information states an order was delivered and you think you haven’t received it. We can offer to reship the order, but you (the customer) will have to cover the shipping costs.)