Damaged & Lost Shipments

Check Your Delivery

Please inspect every shipment when it arrives. If the outer packaging shows visible damage, document it right away and note it with the carrier at delivery if you can.

Damaged Items

If your order arrives damaged, contact us within 48 hours of delivery. To help us resolve it quickly, please send clear photos of:

The outer shipping box, including the shipping label
All internal packaging materials
The damaged product(s)

Keep Your Packaging

Hold on to all original packaging — outer box, inner materials, and labels — until your claim is resolved. Without it, we may not be able to file or complete a carrier claim.

Lost Shipments

If tracking shows "Delivered" but you can't find the package, contact us within 5 business days of the carrier's delivery date. If tracking hasn't updated in a while, reach out as soon as possible so we can start a trace with the carrier.

How Claims Work

Damage and loss claims may require a carrier investigation, and resolution times vary. We'll help with the claims process where we can and keep you updated.

Please Note

Once a shipment is with the carrier, delivery timing and handling are beyond our control. We're not responsible for delays caused by carriers, weather, or other outside factors. Claims submitted after the timeframes above may be denied.