A package would be considered for a Lost Package claim if:

• The shipment has not been reported as "delivered" by the mail carrier and the tracking on the package has not been updated for 3 business days for domestic shipments and 12 business days for international shipments
• The tracking shows "lost" by the mail carrier

A package would not be considered for a Lost Package claim if:

• The package is being held or taking a longer processing time in customs for international shipments
• The package was returned to the sender
• The address was inputted incorrectly by the customer

Deadlines:
Clients must wait at least 4 days from the date of suspected loss (or 14 business days for international packages) before submitting a claim, to ensure the package is actually missing.

A package would be considered for a Stolen Package claim if:

• The shipment has been reported “delivered” by the mail carrier and the package has not been physically received within 3 business days of that original delivery date.

A package would not be considered for a Stolen Package claim if:

• The package was returned to the sender
• The address was inputted incorrectly by the customer

Deadline:
The client must submit their claim via the form above between 3-14 business days for domestic and international packages from when the shipment was marked delivered by the mail carrier to be eligible for a potential replacement or refund.

A package would be considered for a Damaged Package claim if:

• Tracking indicates the package was damaged and undeliverable
• The package arrived with visible damage, causing the items inside the package to be damaged
• The package arrived damaged causing items to be missing from the package

A package would not be considered for a Damaged Package claim if:

• Item damage is due to a manufacturing defect
• Item damage happens after the piece has been worn

Deadline:
The client must submit their claim via the form above between 1-14 business days for domestic and international packages from when the shipment was marked delivered by the mail carrier to be eligible for a potential replacement or refund.

Shipping Protection is offered at checkout as an added level of coverage to protect your shipment against anything lost, misdelivered, stolen or damaged during transit. If your package undergoes one of these unfortunate events, only if the Shipping Protection was added to your order, you can easily file a claim on our site within the approved claims timeline stated below. After a claim is submitted, our Customer Service team will work with all available options to find the best resolution.

Shipping Protection is refundable only if the order has not been shipped. If the order has been initiated through our mail carriers, the Shipping Protection has already commenced and is therefore non-refundable. You may reach out to our Customer Service team via email here.

If you did not receive all of the items in your order, it's possible that your order is coming from multiple warehouses and the missing items will be arriving soon in a separate package! If you are unsure of what is still missing from your order or if you received items other than what you ordered, please contact our Customer Service team in order to resolve this directly.

Mail carriers often prematurely mark packages as "delivered" before physical delivery has been made, but the good news is that they do deliver the packages within a few hours or days of the premature status update. We also recommend checking in with your neighbors to see if that package was misdelivered to them. If you have waited a few business days and you still cannot locate your package, please file a claim.

If you eventually receive your original order, please reach out to us here and we can provide you with a complimentary label to ship it back to us! We appreciate your honesty!

• Claims can be denied for various reasons, some of which we have listed below:
• The order did not have Shipping Protection included
• The claim is outside of the window for claims submission
• The issues are unrelated to your order shipment. For example: wrong items, manufacturing defects, missing items, etc.
• Order is unfulfilled
• A chargeback has been made against the order
• Order is being returned to sender
• The customer entered the incorrect address at checkout
• Tracking was updated after the claim was submitted
• Fraudulent claim history
• Order is delayed due to carrier delays such as weather events or customs delays