Lost: You’ll need to report the lost shipment within 30 days of the estimated delivery date. If the order is considered lost by the carrier and falls within this timeframe, we’ll cover the costs of remaking and reshipping it.
Before we issue a remake:
To speed things up, we might ask you to help confirm a few details:
Check the shipping address: Ask your customer to make sure their delivery address was entered correctly.
Contact the local post office: Sometimes the package is nearby, and the post office can help locate it.
Damaged: To report the issue, please reach out through an email. Include:
- A clear photo showing the entire damaged item,
- Your order number, and
- A short description of the issue.
A full photo of the damaged item is always required to assess the issue and offer a solution. Without it, we won’t be able to proceed with a remake or any other resolution.
Once we’ve received your email and reviewed the report, we’ll follow up with the next steps. If the damage qualifies, we’ll cover the remake and shipping costs.