We understand that, on occasion, items may arrive damaged or go missing during shipping. If you receive a request from a retailer for a replacement or refund due to missing or damaged items, we kindly ask that you assist in resolving the issue to the best of your ability.
Order Reported as Missing
To help prevent missing item reports in the future, we strongly recommend the following best practices:
Require a signature upon delivery
Requiring a signature helps ensure successful delivery and provides confirmation that the order was received.Add all tracking numbers
If an order is shipped in multiple packages, make sure to upload all tracking IDs. This prevents confusion if a buyer receives one package while additional items are still in transit.Message and update the retailer through the chat
Make sure the retailer is in the loop if the order is split or delayed to avoid any confusion on their end!
These steps can significantly reduce missing item claims.
Order Reported as Damaged
If an item is reported as damaged:
Customers must report any damages or missing items within 2 weeks of receiving the order.
Customers are required to provide clear photos of the damage.
This documentation helps ensure claims are reviewed accurately and efficiently.
Disputing a Missing or Damaged Claim
If you believe a missing or damaged item request should be disputed, you may dispute or deny the claim directly within the claim modal.
You can also contact us at [email protected] with:
The order number
The retailer’s request
A description of your concerns
Our team will review the situation and work with both you and the retailer to find the best possible resolution.