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Shipping claim process

Once a shipping claim is reported it will go through the following process.

  • The total processing time of a shipping claim from Step 1 to Step 3 can be 3 – 5 business days for damage, tampering or missing item and 7 – 10 business days for a lost shipment. See below for more info.
Step 1: Report a shipping problem
You can issue a shipping claim through your account history or by tracking your order here. To issue a shipping claim, click on the "Lost/Damaged" button on your order as shown below which will allow you to fill out a form to file a shipping claim with us.

Once the claim form has been submitted, You will get an update in 1-4 hours via email with more information about your claim.

Step 2: Claim Review
Once your claim has been submitted it will go through the review process and at each stage you will be notified via email.

  • The review process will go based on the type of claim, such as 3 - 5 business days for damage, tampering or missing item and 7 - 10 business days for a lost shipment.

Step 3: Claim Resolution
If Approved
A final resolution will be arranged such as a refund or replacement.
or
If Denied
Your claim has been declined and at that point no further resolution will be taken.
Updated on November 19, 2020

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