Shipping Protection Claims & FAQ's

Shipping Protection Claim

Please review the Claims Criteria and Claims deadline sections below before submitting your claim

If you are filing a claim for an order that was placed on 11/12/24 or before, please file your claim through this link instead: Claim Link

Claim resolution options

Shipping Protection has you covered ;)

Replacement Order

If you select a replacement, our team will place your reorder within 3 business days. Once we verify that we have all items in stock, you will receive an order confirmation email. If there are any adjustments needed on your claim or if products in your order happen to be out of stock, our team will contact you via email.

All replacement orders are shipped with Economy or Standard shipping, if you need to upgrade your shipping method please contact our Client Care team.

Refund

If you select a refund, our team will verify your request within 3 business days. You will receive an email with a refund confirmation once it is processed. All refunds will be processed to your original form of payment method and cannot be refunded via a different payment method. Please note: the total refund amount excludes the cost of the Shipping Protection, but does include your original shipping cost.

Gift Card

If you select a Gift Card, our team will verify your request within 3 business days. Once approved, you will receive an email containing the details of your gift card and instructions for using it at checkout. Please note that gift cards never expire and can be used online or in-stores.

Claim Criteria + Deadlines

Click on each claim type for detailed information

Lost Package claim criteria + deadline

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 4 business days for domestic shipments and 14 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.

Stolen package claim criteria + deadline

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.

Damaged package claim criteria + deadline

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 FAQ's

The rest of all of the details - answered here.

What is Shipping Protection and why do I need it?

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 Client Care team will work with all available options to find the best resolution.

Is Shipping Protection refundable?

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 Client Care team via text or email linked here.

What if I only received part of my order or received the incorrect items?

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 Client Care team in order to resolve this directly.

If your package is missing items and is deemed tampered with or damaged, please ensure taking photo documentation to attach to your claim.

My order says it is delivered but I haven’t received it, what do I do?

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.

What if I receive my original order after filing 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!

I received my reorder but I need to return some of the items

No problem! If some of the items from your reorder did not work out, you can easily return them through our return portal linked here! Please note we accept returns for refunds up to 21 days after delivery and exchanges or store credit up to 30 days after delivery.

Why was my claim denied?

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