Knowledgebase: Policies
Lost or Damaged Shipments
Posted by Jamie M. on 19 November 2014 09:13 PM

If your package is damaged, or some of the contents of the package is damaged, please contact us immediately so that we may file a claim with the shipping carrier. You are required to keep all packaging, contents and products as we may need the product(s) sent back to us and/or a photo taken of the condition of the same. If you dispose of the product(s) before contacting us, we will not be able to assist you.

If you suspect that your package is lost, please contact us for specific instructions so that we may determine if a replacement package needs to be sent. However, please make sure you ask other household members, neighbors, apartment offices, and/or co-workers if they had received the package(s) on your behalf and simply forgot to notify you. Delivery drivers sometimes leave packages nearby if they do not catch you at the time of delivery.

All claims for damages or loss must be made within a reasonable amount of time, preferably no later than 30 days from the date of purchase. Any claims after 30 days will be dealt with on a case-by-case basis with no guarantee of a positive outcome.

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