If your customer's order is lost during shipping, you may be eligible for a free replacement or refund.
When can you submit a claim?
You must submit your claim within 4 weeks after the estimated delivery date. Claims submitted after this period may not be eligible for a replacement or refund.
Before you contact us
Please make sure you have:
Confirmed that your customer provided the correct shipping address.
Asked your customer to contact their local post office or shipping carrier to check if the package can be located.
What happens next?
If the order is confirmed as lost in transit, we'll provide a free replacement or refund at no additional cost.
Important
If the tracking status shows the package was delivered, we can't offer a free replacement or refund. If you'd like to send your customer another item, you'll need to place a new order at your own expense.
You can check out our Return Policy for up-to-date details about reshipments.