ORDER PROTECTION
There’s no need to wait weeks for courier claims. Protect your order for just $7.99, or spend $70+ and get Order Protection for only $4.99.
Spend $90+ and your Order Protection is FREE.
If your order is lost or damaged in transit, we’ll arrange a replacement once your claim is approved.
WHAT WE CONSIDER LOST
- Your tracking status shows “Delivered,” but you have not received your parcel. Please allow up to 5 business days after the delivery date before submitting a claim. Couriers may occasionally mark parcels as delivered prematurely, attempt redelivery, or leave the parcel in a secure location at your property or with a neighbor.
- A parcel may be considered delayed rather than lost during periods of high shipping volume, courier disruptions, or other known network delays. Once your parcel is deemed lost and your claim is approved, we will arrange a replacement at no additional cost.
WHAT WE CONSIDER DAMAGED
- Your item arrives damaged during transit, including apparel that is wet, heavily stained, torn, or otherwise physically damaged.
- Part of your order is missing because the shipping package was opened, torn, or damaged during transit.
If your order arrives damaged or with items missing, please contact us as soon as possible. We may ask you to provide clear photographs of the damaged item, packaging, shipping label, and any visible signs of damage or tampering.
WHAT WE DO NOT COVER
Order Protection does not cover:
- Parcels that are lost, returned, or require redelivery due to an incorrect or incomplete shipping address provided by the customer.
- Standard shipping or courier delays while the parcel remains in transit.
- Orders that have not yet been fulfilled or shipped, including delays caused by inventory or dispatch issues.
- Customs delays, import duties, taxes, or other customs-related charges. Customers are responsible for paying any applicable customs fees. If a parcel is returned because required customs charges were refused or unpaid, any applicable return shipping or carrier fees may be deducted from your refund.
- Parcels that are lost or stolen after being delivered according to specific customer instructions to leave the parcel unattended or in an unsecured location, subject to applicable carrier terms and local laws.
HOW TO SUBMIT YOUR CLAIM
If you believe your parcel has been lost or damaged, simply click here and select “Order Protection” as the reason for contacting us.
A member of our Customer Support team will review your claim and respond within 24–48 hours.
Please include your order number and any relevant information or photographic evidence that may help us process your claim.
If your parcel is deemed lost or damaged and your claim is approved, we will arrange a replacement at no additional cost.
We will continue to track your parcel after your claim has been submitted. If a parcel previously considered lost is later delivered after a replacement has been issued, we may ask you to return the original parcel to us. Any required return shipping costs will be covered by us.
By purchasing or receiving Order Protection, you agree to the terms outlined above.
Please do not submit a missing-parcel claim until the applicable waiting period has passed.
Order Protection fees are non-refundable once your order has been shipped.
OUR POLICY FOR UNPROTECTED PARCELS
If you choose not to add Order Protection to your order, we will follow the standard claims process with the applicable courier to attempt to locate your parcel or have it officially declared lost.
This process may take approximately 6–8 weeks and is subject to the courier’s investigation, procedures, and final determination.
If the courier provides valid GPS information, proof of delivery, or photographic evidence confirming that the parcel was delivered to the shipping address, left in a designated secure location, or delivered to a neighbor, the order may not be eligible for a refund or replacement.
We will, however, assist you in communicating with the courier and reviewing any available delivery information where reasonably possible.
